You are a project manager at TopFlight Promotions. Your boss has asked you to write a complaint letter to Pinnacle Systems, the company that sells and supports the backend inventory software that TopFlight relies on to manage its warehouse.
The level of service and technical support that TopFlight has received has not met your boss's expectations and the situation needs to improve.

Key Complaints:
1. Telephone calls from TopFlight to Pinnacle software support are often not returned in a timely manner. Sometimes they are not returned at all.
2. Pinnacle support often blames problems on TopFlight hardware; however, when consulted, your hardware people say the problem is with the software.
3. Pinnacle promised to hold monthly, four-hour in-service training sessions at TopFlight but these have not been held for the past three months.

Your boss says that you are authorized to write that TopFlight is considering not paying the software provider the remaining 30% of the purchase amount.
She reminds you that this is a very delicate matter because TopFlight has already invested thousands of dollars in the software and would like to resolve the problems without losing that investment.

Assignment:
Write a letter to the Pinnacle Systems VP of Customer Service seeking a satisfactory resolution to the situation. This letter should be formatted as a business letter and signed by you as a project manager for TopFlight Promotions.