Hi Inky,
I like your letter as a 'phase II' but i would strongly reccomend a phase I as follows.
Phase I:
Part 1: Phone call, 'Hi, I'm calling because you won't believe the trouble we had with your test! I'd love to tell you about it because I'm sure you wouldn't imagine the terrible mess it caused! Who would be the best person to talk to?
Part 2: Talk to the best Person
Part 3: Write a 'thank you' letter to the Best Person, and re-emphasise your main points.
then, if you still feel you are being blown off - Phase II!
KWIM?
Best Wishes,
Grinity
