LETTER OF APOLOGY Mr James Kwan Orders & Supply Manager Cameron Books 75 Gentry Road Singapore 405957 7 March

2012 Mr Mark Leo Sales Manager Perpetual Publishing Inc. 55 Tucking Street Singapore 351298 Dear Mr. Kwan, Re: Book shipment (Order Reference: 230) arrives late, with several book titles received damaged or missing Thank you for your letter dated March 6 pertaining to Order Reference 230. Please accept my deepest apologies for our mistake in regards to the book shipment arriving 3 months late with book titles damaged and missing. We appreciate your candour and acknowledge the level of service is lacking and appalling. I fully understand your anger and desire to return the shipment. Please allow me to explain the circumstances that led to this lapse in service and propose an amicable solution. I would like to address the problems caused by severe flooding of our warehouse during the recent monsoon period. We experienced unexpectedly high rainfall which caused ponding in our warehouse. While I understand that the inadequacies of the public drainage system should not be of your concern, I hope you will understand the repercussions of which this has been detrimental for our business. Due to the process of re-stocking damaged books, all orders from our distributors were put on hold. The sales executive should have informed you in writing about the delays and he has been reprimanded. Could you please send us a complete inventory of the books under the Jamesnow series that have been damaged? I will arrange to have replacements delivered to you at no cost within 7 working days. The sales team is checking the book titles that are missing and internal investigations are under way at the moment. We seek your patience as we cross reference our inventory before sending you the missing titles as we have to ensure shipments were not incorrectly sent to other distributors, vice versa.

I understand the relationship between our companies has been strained due to the unforeseen incident caused by the flooding of our warehouse, and I assure you that it was never our intention to create such an awkward and unpleasant situation for you and Cameron Books. We will review our sales processes to ensure there will be no recurrence of these abysmal service standards. I hope that you will give us the opportunity to redeem ourselves. In addition to the steps taken to rectify the damaged and missing books; we would like to offer a 5% discount on future sales. I hope that you will reconsider your decision to return the books. Please call me at 91234567 or email me at Ilove@wetbooks.com for clarification regarding this letter. Sincerely,

Mark Leo Sales Manager Perpetual Publishing Inc.