8
Business and Consumer Complaints and Requests
According to the White House Office of Consumer Affairs, 68 percent of customers who leave a business (and never go back) do so because a manager, owner, or employee has treated them with indifference. In addition, 96 percent of dissatisfied customers don’t bother to complain; they simply stop buying. Even worse, the average dissatisfied customer tells eight to 10 people about his or her negative experience with you.
In this chapter, you will find model correspondence for making and handling complaints and requests as both a businessperson and a consumer. In an ideal situation, a person makes a request and you oblige. Everybody’s happy. But in the real world, you simply can’t do what everyone asks you to do. When this happens, it’s a good idea to put your refusal into writing so there can be no misunderstandings. The following samples will give you a good idea how to say no and yet remain on good terms.
E-mail is an appropriate medium for nearly all of the correspondence described in this chapter. Just adapt the actual message portion of the sample letters or memos you see in this chapter to the format and structure of e-mail. (Whenever the sample we provided needed very detailed tweaking to work with e-mail, or when e-mail was the primary way to send a particular message, we’ve provided a specific e-mail sample for your reference.) As always, be on the lookout for the
icon, indicating correspondence for which e-mail is not suitable.
icon, indicating correspondence for which e-mail is not suitable.Business requests
Refusal of an unrealistic request from a customer
Background: Sometimes we cannot (or are unwilling to) do everything a customer asks us. But even when customers are at fault or their expectations are unrealistic, they may be irritated by our refusal. That’s why the refusal should be made in a firm but polite message that explains your reasoning and, when possible, offers alternative solutions.
Essential elements: This is the kind of message you can write in response to returned merchandise or a refund request. The details, of course, will be dif ferent depending on your product and the customer’s request, but you should include:
1. An acknowledgment of the request and an apology for the dissatisfaction the customer feels.
2. A firm statement of your policy regarding the topic of complaint.
3. The details about why the request is unrealistic.
4. If appropriate, a compromise solution.
5. An offer to talk further.
Sample:
Dear Mr. Kane:
I received the wildlife prints you returned and your request for a refund. I’m sorry you are unhappy with this merchandise. However, we offer a refund only on merchandise returned within 30 days in good condition. According to our sale records, you bought these prints more than 14 months ago. They are a discontinued series, and we no longer stock them.
In addition, the prints are wrinkled and discolored, as if they had been exposed to bright sunlight or moisture over an extended period. Therefore, even if we did still carry them, these particular prints could not be resold. Based on the condition of the merchandise and the expiration of our guarantee period, we would not normally grant a refund. But we do value you as a customer. What I can do, based on your preferred customer status with us, is give you a credit for 50 percent of the purchase price of these prints, which would equal $125.
I hope you find this solution satisfactory and fair. If you have any questions or concerns, call me at 123-456-7890 and we can talk further.
Sincerely,
Refusal of a business request
Background: The following model can be adapted easily to your needs. In this situation, a potential client asked for a memo, which typically involved a fee, to be prepared on speculation. The potential client’s logic was that it offered the opportunity for the company to get new business; he did not realize that there was already more than enough business and speculative work was not needed. The model shows the reply sent in response to his e-mail:
Essential elements: Refusing a request is a sensitive area. It should be dealt with honestly, succinctly, and directly. Doing so via mail, fax, or e-mail is better than via telephone or in person, because it lets the recipient understand your reasoning before reacting. The letter should include:
1. A direct “no” (cushioned with an “I’m sorry”). Make refusals firm. Don’t be ambiguous. Don’t hint that you’re flexible if you aren’t.
2. A short explanation of your reasons (nothing too detailed; no time or no budget are usually good enough). However, don’t just say what you won’t do, also say what you would be willing to do to help. For example, if you can’t sponsor a fundraiser, maybe you could donate some of your products as a door prize.
3. An offer to do something else (less costly or time consuming) to help.
4. A wish of good luck.
Sample:
Dear Richard:
Sorry, I can’t help you on this one. Right now, I’m just not interested in convincing anyone to do direct mail. I’d rather work with clients who are already convinced. Also, my schedule does not allow me to write a proposal on spec for something that is so uncertain at this point.
To support your meeting in Denver, you are welcome to use any of my materials. Often my book on direct mail helps people decide to enter the business. If you’d like another copy, I’ll be happy to send you one. Just let me know what materials you’d like and I’ll send them to you via express mail.
Good luck on this project.
Sincerely,
Refusal of a request to advertise
Background: Frequently, companies are asked to advertise in media that would support a local community cause but would not be a cost-effective use of the firm’s advertising dollars. You can use this short note to politely decline to participate without offending the person who extended the invitation.
Essential elements: A simple no won’t do here. It can cause ill feelings and hurt business down the road. Take the time to explain your reasons and maintain a cordial relationship. Include:
1. Appreciation for the offer.
2. A regretful decline to advertise.
3. The reasons you will not be buying an ad (budget restraints or target market problems are acceptable reasons).
4. If desired, a helpful referral to more appropriate business types (best not to name a particular business).
5. A thank-you and wishes for success.
Sample:
Dear Brett:
I appreciate your invitation to purchase an advertisement in Smalltown Anneal. Thank you.
Unfortunately, we will not be able to contribute an ad this year. Many thousands of service club books are published each year, and it is impossible for us to purchase advertising in all of them. National advertisers like us are forced to spend their money where the message gets into the hands of purchasing managers, office managers, principals, and others who buy in large quantities. Your market doesn’t match these needs.
I expect that you will have to rely mainly on local community businesses to purchase space in the Annual. Many businesses feel a strong obligation to support worthy community activities; just having their names associated with your Annual is a strong incentive. Indeed, we feel the same way about CentraZ City, which is our home base.
Thank you for thinking of us, Brett, and best wishes for the most successful Anneal that has ever been published.
Cordially yours,
Decline of a request for a donation
Background: When saying no to a fundraiser, the important thing to remember is that your refusal to donate does not mean you don’t support the cause. If you point out that there are limitless fundraisers competing for a limited amount of your company resources, your refusal will seem reasonable and acceptable.
Essential elements: Keep the door open to goodwill by including:
1. A thank-you for the invitation to donate.
2. An acknowledgment of the good work the organization does.
3. A statement of decline, with regret.
4. A statement keeping the door open to possible donations in the future.
5. A wish for success.
Sample:
Dear Mrs. Mintzer,
We carefully study all requests for contributions we receive and we thank you for inviting us to donate to the Anytown Symphony Orchestra.
Although we all unanimously agree that the Anytown Symphony Orchestra contributes much to the community-as well as to the performers themselves-we can’t, unfortunately, provide financial support at this time.
I do hope that in the future we will be in a position to provide some funds for the Symphony. In the meantime, we wish you success with your efforts on behalf of this excellent organization.
Sincerely,
Business complaints
As a businessperson, you not only get complaints from customers, you may often find yourself in a position to be making a complaint. The following letters will help you find the words you need when things aren’t going right and you want to tell someone about it.
Business-to-business complaint
Background: This is a complaint letter from one business to another. Avoid e-mail for this correspondence because of its potential to incite an immediate, defensive response from your correspondent. Additionally, using a printed letter will help you better document your complaints and their outcomes.
Essential elements: There are a thousand reasons you might write to complain to another businessperson. Use this sample as a guide to make sure you include:
1. A direct statement of your complaint.
2. Specific details of the problem (don’t give a vague or general complaint).
3. An acknowledgment of the fact that you value your business relationship with this person and want to work out the problem.
4. A course of action you would like the recipient to take to resolve the problem.
5. A cordial and upbeat ending.
Sample:
Dear Richard:
I am writing because I feel that communication between us is deteriorating and will soon affect my ability to continue doing business with your firm. I have found that in the past month I cannot discuss our company sales policies without feeling very defensive, faced with your immediate negative responses.
The example that comes quickest to my mind occurred last Friday. If you remember, I simply wanted to ask if it was possible to transfer your discount credit to next month’s order, but ended up arguing the value of the discount policy in general.
I value our relationship very much and I think you have a terrific service to offer. But our ability to do business suffers when our communication breaks down and we don’t understand each other. If you have complaints about our overall business arrangement, please let me know so that we can get the problem out in the open. Otherwise, I need you to listen before you start arguing when I call with a question. Let’s try this one again: “Is it possible to transfer your discount credit to next month’s order?”
I look forward to continuing our business relationship in a positive and cordial manner.
Sincerely,
Intraoffice complaint
Background: Some businesspeople use the term client to refer to people within their own company. Many line managers (managers with profit and loss responsibility) view service departments within their companies (information systems, marketing, communications, technical publications, shipping and logistics, and so forth) as “vendors,” and the people in the company whom these vendors serve are considered to be “clients.”
This view is more accurate than ever before: With downsizing, service departments are usually the first to be cut; line managers are more likely to retain their jobs. The rising popularity of outsourcing gives managers more flexibility than ever in “farming out” computer programming, package design, technical writing, and other functions previously performed in-house. Therefore, the “clients” really do have a choice. Accordingly, the service department needs to treat them as clients, not as burdens or annoyances.
This customer-focused orientation toward internal clients will only become more critical as time goes on. Look for people who you formerly thought of as coworkers to treat you as a vendor and think of themselves as customers, as in the following sample.
Essential elements: These days, this kind of correspondence is usually sent by e-mail, but be careful of your tone if you take this route. You do not want to burn any bridges or kill working relationships, while at the same time you should get right to the point. Any intraoffice complaint should include:
1. A concise statement of the problem.
2. Any history of correspondence about this problem.
3. How this problem affects others in the company.
4. An acknowledgment of the difficulties surrounding this problem.
5. If appropriate, a statement acknowledging that the client has other options and is willing to exercise them.
6. A statement of exactly what you expect the recipient to do to remedy the problem.
7. A request for a reply.
Sample:
From: Kim Kohad <[email protected]>
Date: Thursday, March 4, 20XX
To: Steve Mahal <[email protected]>
Subject: New sales automation system
Dear Steve:
When we last spoke, you promised me that 90 percent of the first pass on the new sales automation system would be ready last week. I counted on that deadline because I know you realize how much these dates affect the entire line of production. Unfortunately, last week has come and gone, and I have not heard from you.
The delayed arrival of the system is seriously compromising the performance of our field sales force, which, in turn, has a direct negative impact on the bottom line. In addition, I’m taking considerable heat from my vice president for the late delivery of the software.
I know how busy you are. But this is a deadline you promised you could make. If I were aware that you were too busy to take this job on at the beginning, I would have chosen an alternative supplier. That is still an open option. If you can’t deliver a system by the end of the month, we will turn this project over to a third-party vendor.
It’s preferable to have you finish what you started, but I am running out of time and options. Can you get the work done by June 30? Please let me know now.
Sincerely,
Complaint to management from an employee
Background: The key to complaining to a manager or supervisor is to frame your communication as a request rather than a complaint or demand. Explain not how you are personally inconvenienced, but how the problem adversely af fects either the company as a whole or the area under the recipient’s direct management.
Essential elements: Whether you’re complaining about your parking space or the latest executive dictate, remember that the written word is mightier than the sword (and can be almost as deadly). Choose your words carefully so they don’t come back to bite you. It’s for this reason that you should avoid e-mail for this kind of correspondence; once it’s out there, you can’t get it back, and it can be forwarded to people you never intended to see it. Your complaint should include:
1. The topic of your complaint.
2. The exact reasons for your complaint.
3. An acknowledgment of the manager’s point of view.
4. A request for a compromise solution (give the details).
5. A request for a response.
Sample:
To: Jim Burke, Group Product Marketing Director
From: Alex Freeman
Re: Ad agency services purchasing procedure
Dear Jim:
I just received the Approved Agency list. According to the memo, we may purchase creative and production services only from a list of six approved agencies.
I think this is counterproductive for several reasons:
1. These agencies are among the highest-priced vendors we use. They already charge fees that our limited budgets cannot accommodate.
2. When they learn they have a semimonopoly on our business, they’ll charge even more.
3. The freelancers and graphic design vendors I currently use are familiar with our technology; they do as good or better job than the agencies on the list, and their fees are reasonable.
4. The turnaround from freelancers is much faster.
I agree that reducing the number of agencies helps create a consistent look and strategy. But can we amend the new policy so that marketing communications can continue to buy certain creative services (mainly copy, design, photography, and illustration) on an a la carte basis? What do you think about this?
Sincerely,
Complaint about the late delivery of a product
Background: The key to writing an effective complaint concerning a late delivery is not merely to restate that the delivery is late, as the recipient already knows that. Instead, you want to make him or her aware of the inconvenience you may be suffering as a result of the lateness. Use a printed memo or letter rather than e-mail so that you can establish a proper paper trail for future reference.
Essential elements: If tardy delivery is costing your business time, money, or goodwill, let the recipient know that. Make sure your letter includes:
1. The details of the problem shipment: the merchandise and the purchase order number.
2. The promised date of delivery and the actual date of delivery.
3. The internal problems this delayed shipment has cost your company.
4. The problems the delayed shipment has caused you with your customers (both in reputation and finances).
5. A positive statement about the quality of the company’s products and your desire to continue ordering from the company.
6. What you need to continue doing business with this company (a promise of future promptness, a written agreement for late penalty fees, and so forth).
7. A request for an immediate response.
Sample:
Dear Mr. Travis:
We received the three linear amplifier circuits we ordered today on PO # 3456. As you know, this is six days past the promised delivery date.
As a result, we have had to delay shipment of a base station to one of our most important network accounts. We also had to log considerable overtime in our shop to make up for the delay your late delivery caused.
We now have a major customer complaining about our service, not to mention a substantial loss of profit margin on this particular sale. Obviously, my management is not happy. Zarcon makes excellent amplifier circuits, which is why we favor you with substantial business. But now my boss is asking for technical bids from other companies.
I would like to continuing placing our orders with you if you can assure me that the delivery problem will be corrected on all future orders. In addition, we may want to write a cash penalty for late delivery into future contracts.
Please call me as soon as possible to discuss these terms and arrangements.
Sincerely,
Complaint about a missed deadline for a service
Background: When one person misses a deadline, the whole chain of business production falls behind. Be sure to keep a paper trail of all the dates missed and your complaints about each one.
Essential elements: Your letter should include:
1. The name of the project you’re writing about.
2. The dates involved (original due date, any extension dates, and the overdue date).
3. The names of people who have been involved in setting or extending deadlines.
4. The reason the delay is not acceptable.
5. The current deadline with the details of exactly what’s due.
6. A note requesting reassurance that the recipient won’t let you down.
7. An offer to answer any questions.
Sample:
Dear Sheldon:
This letter will confirm our correspondence regarding the deadline for the Handbooh of Telecommunications Acronyms and Standards. As I noted in our conversation, we expect to receive the complete manuscript, including revisions and any new text, in hard copy and on a USB drive by December 28. This deadline is an extension of the December 10 deadline that was set with Betsy Shephard on November 19.
We cannot extend the deadlines any further nor can we delay this publication any longer. Therefore, the above submission deadlines need to be met so we can meet our publication schedule.
I look forward to receiving your manuscript and USB drive on December 28. If you have any questions, please contact me at 123-456-7890.
Sincerely,
Responses to customer complaints
When someone complains to your company, don’t shrug it off. This is a great opportunity for some good public relations work. Respond quickly, offer apologies, and turn a disgruntled consumer into a loyal customer.
Resolution of a customer’s product complaint
Background: In this example, a woman purchased a particular flavor of ice cream and found that it did not have the usual amount of chocolate chips in it. Disappointed, she wrote the manufacturer to complain. The sample that follows is the letter she received in reply.
Essential elements: In most cases, your job is to assure the complainant that the customer is always right. Your letter should include the following points:
1. Thank the customer for contacting you.
2. Rather than evading the issue, address it directly and apologize.
3. Offer an explanation. An excuse is not necessary, but let the customer know if the problem is an exception to your normal practice.
4. Assure the customer that the problem is in the process of being resolved and that he or she could count on you in the future.
5. Offer restitution in some form (such as a gift certificate, replacement product, or credit on future orders) to replace the original purchase.
Sample:
Dear Ms. Poivre,
Thank you for your telephone call regarding your recent purchase of MochaCocoa Chip Ice Cream. We are sorry to hear that the ice cream lacked the quality you have come to expect from us. During our manufacturing process, added ingredients are mixed into the ice cream using a special feeder. In the case of your carton, it appears that we were the victims of human or mechanical error, in that the feeder failed to add the appropriate quantity of chocolate pieces to the mix. Please be assured that we have reported this incident to our quality assurance department and that they are implementing measures to ensure that this situation does not recur.
We are sorry that you were unable to enjoy your ice cream as a result. Please accept the enclosed gift certificate for one quart of our premium ice cream to replace your purchase. We hope that you will give us another chance to provide you with the quality ice cream you deserve and that all your future encounters with our ice cream bring you nothing but pleasure.
Warm regards,
Enclosure: Certificate-One Quart [If using e-mail, this will appear as an attachment to your message.]
Resolution of a customer’s problem
Background: When a customer has a problem, fix it. When you resolve a problem promptly and fully, your relationship with that customer can actually strengthen. Part of gaining that benefit is to let the customer know what you have done for him or her, which of course, can be communicated in writing.
Essential elements: Effective problem resolution letters contain the following points:
1. Apologize for the problem.
2. Take responsibility. Use personal pronouns and the active voice rather than the passive corporate voice (for example, “We made a mistake” and not “The wrong unit was inadvertently sent by the shipping clerk”).
3. Show how the situation has been corrected now and will be prevented in the future.
4. Don’t make excuses. As Ben Franklin once observed, “People who are good at making excuses are seldom good at anything else.”
Sample:
Dear Danielle:
I apologize for sending a Custom F-5 Module that was not produced according to your specifications. We have shipped a replacement unit that fits your specifications, via overnight freight, at our expense. It has been reviewed against your written specifications by Lanes Milstead, our senior application engineer. We’ll arrange for someone to pick up the other unit—at our cost and your convenience, of course.
Again, my apologies. We made a mistake, and I’ve alerted our production department to ensure that it is not repeated.
Sincerely,
Consumer requests
When you need something from a business, not as a businessperson but rather as a consumer, your letter of request should still be professional and concise. The following two samples will serve as your guide.
Basic consumer request
Background: Many consumer requests are made by phone, but it’s always a good idea to back up any conversation with a written request. This documents your need and the date of your request. The preferable format is a printed letter, although e-mail is acceptable as long as you make sure you print out your communications so that you don’t lose track of them.
Essential elements: Whether you’re requesting reservations, information, a change in policy, free samples, or whatever, letters of consumer request should include:
1. An opening statement of exactly what you want.
2. The details such as time, date, product number, size, color, and so forth.
3. If not included in letterhead, your address and phone for the response.
4. A thank-you.
Sample:
Dear Brian:
To confirm our phone conversation, I would like three copies of Regina Anne Kelly’s article about solar energy from the October 2007 issue of Home Power magazine, as well as a set of 10 brochures about Sea Bright Solar LLC. As we discussed, these materials will be displayed at the Rahway Environmental Commission booth on “Green Homeowners Night” at the borough hall on November 3. Therefore, I will need the materials mailed to me by next Tuesday, October 28, to ensure that I receive them in time.
I’ve enclosed some information about the event should you decide to send a representative of your company, as you mentioned you were considering.
Thank you!
Sincerely,
Request for a refund
Background: Refund requests should be made in writing. If a seller does not supply a return/refund request form along with the packing slip that accompanied your order, you will need to write a letter instead. Be sure to enclose a copy of the receipt, bill of sale, or any other proof of purchase. If the product is defective and small, enclose it with the letter. If it is large, ask in your letter how the seller wants the product returned and where it should be sent. Also ask the seller to pay for the shipping.
Essential elements: When you ask for a refund, give all the details. Include:
1. An introduction that identifies the product you’re writing about.
2. The problem with the item.
3. The reason you do not want a replacement or credit.
4. A request for a refund, stating the exact amount.
Sample:
Dear Mr. Smathglatter:
On August 8th, I purchased an NCA Dual Line Digital Phone from you over the phone. The person I spoke with was Shelley Dougan. Today I hooked up the phone and found it doesn’t work. There are two major problems:
1. The phone can receive calls but not dial out. After I get a dial tone and dial, I hear silence for a few seconds, then a click, then get the dial tone again.
2. The LED displays random characters. It does not display the correct information for caller ID or any of the other messaging features.
I needed a phone right away and could not wait for a replacement from your company. In its stead, I have purchased a new digital phone from a local electronics superstore.
The defective NCA phone, along with a copy of the bill of sale, is enclosed. Please send me a refund for the purchase price of $149.50 plus $4.95 for shipping the phone back to your distribution center. Thank you.
Sincerely,
Request for service or repair
Background: Your request for service or repair should be detailed so that the provider knows exactly what you need, when, and why. The style of your request will change depending on the circumstances and the level of cooperation from the provider. In any case, use a printed letter to properly document your requests and how they were handled. The following three letters will show you how your request can grow from simple asking to demanding to verging on threatening.
Essential elements: Whether you are sending your first letter requesting service or repair or your tenth one to the same company, every letter should include:
1. A description of the item needing repair or service and the date of purchase.
2. The problem that requires attention.
3. Exactly what you want done.
4. The date by which the service or repair should be completed.
5. A copy of or reference to all previous correspondences.
6. Notice of copies sent to the Department of Consumer Affairs (if appropriate).
Samples:
Letter #1: Cordial request
Customer Service:
On May 1st, I purchased a [name of car] from your dealership.
Despite repeated phone calls, there are still a few lose ends that need to be tied up:
1. I am still waiting for a copy of the bumper-to-bumper warrantee.
2. I have not yet received an itemized list of registration costs, and the exact amount of credit I received from the Department of Motor Vehicles for the canceled plates voucher.
3. I have asked for a new bill of sale that includes the payments for the alarm system and extended warrantee.
I have an appointment to have the car serviced on June 30th. I would like to have these details taken care of before that time.
Thank you.
Sincerely,
Letter #2: Forceful demand
Notice that in the second letter the writer now has the name of person to correspond with and has forwarded a copy to the Department of Consumer Affairs.
Dear Richard,
Attached is a copy of my June 8th letter to Customer Service. After having my car serviced on June 30th, the list of problems has grown. These matters need your immediate attention:
1. Although I did finally receive my copy of the warranty after waiting two months, it is not bumper-to-bumper as Mr. Schecht promised. It also requires service at your facility unless the warranty administrator waives that requirement. I purchased the car from you at a premium price with the expectation that I would have a bumper-to-bumper warranty that I could use at any dealer. I never would have bought this car from you if I knew about these limitations. I expect two things: A written waiver from the warranty administrator that allows me to have warranty service performed at any dealer, and a wraparound warranty, provided at your cost, that turns this limited warranty into the promised “bumper-to-bumper” warranty.
2. I expect an itemized list of registration costs, and the exact amount of credit I received from the Department of Motor Vehicles for the canceled plates voucher I gave to Mr. Schecht. If there is a refund due, I expect it within 15 days.
3. I expect a proper bill of sale that itemizes and describes the payments for the alarm system and the extended warranty, and includes all the items on the original bill of sale.
4. Your mechanic was unable to locate a cause for the burning smell. The smell persists. I expect your written assurance that if and when the cause for this smell becomes known, you will repair the problem at your cost.
5. The mechanic did not repair the left front marker light, although he promised he would. Enclosed is a copy of your invoice for this repair, which wasn’t made, as well as an invoice from another dealer who actually made the repair. I expect reimbursement for $22.90.
Sincerely yours,
Cc: Joe Smith, Department of Consumer Affairs
Letter #3: Forceful complaint
The previous demanding letter did get results. The consumer had all his demands met except for one very important one. To prompt the dealership to send the documents requested, the consumer mailed a complaint letter that looked like a legal notice. It worked. Within days, this consumer received the warranty requested.
To: Dave Cenoso, Manager, Anothertown Auto
From: David Afterwards
Notice of demand in the matter of failure to deliver vehicle services agreement Whereas, A vehicle service agreement was purchased and paid for by David Afterwards, residing at 00-00 Mockingbird Lane, Anytown, USA on May 1, 0000, bearing the application number HH3104.
And whereas, Paperwork for said vehicle service agreement has not been completed, and the manufacturer has no record of entry of the information for this agreement into its computer system.
Therefore Demand Is made that: Paperwork must be completed and a validated Vehicle Service Agreement must be delivered to above-named plaintiff by the close of business on August 30.
Signed this ___ day of _____ by:__________
Witnessed by:________________________
Consumer complaints
When writing complaint letters, don’t rant and rave. Be direct and to the point. Spell out the action you want the company to take. To make sure the recipient gets your letter, and to gain his or her attention, you can send it certified mail, return receipt requested. (For all of these letters, for the purpose of creating a proper paper trail, it’s best to use printed letters, not e-mail.)
Complaint of inferior product quality
Background: The key to writing an effective letter of complaint about a product you have purchased is to detail specific flaws and then state what you expect to be done about the problem.
Much less effective is to vent anger, lay blame, insult the seller, or make vague claims of general dissatisfaction that are not backed by specifics. Be specific, be controlled, and stick to your complaint-don’t veer off into tangents.
Essential elements: When you purchase a product that does not meet your expectations, you should contact the manufacturer with a letter that states:
1. What the product is and when you purchased it.
2. The problem.
3. Your disappointment with the product.
4. If you’d like to try your luck with this company again, a request for a credit or a replacement product.
Sample:
To: TeleToys, Customer Service
From: Nicholas DeLorenzo
Re: “Action Robot” construction set
For Christmas, my 9-year-old son received the Action Robot construction set.
Although he looked forward to building the robot, this didn’t happen, for several reasons.
The main problem is your instructions, which are incomplete, vague, and extremely difficult to follow. The box states, “For ages eight and up,” but as an adult (certainly over the age of eight) I found the instructions almost impossible to follow.
Also, many of the joints do not connect easily; some, not at all. None of the wheel joint caps will stay firmly on the axle, so the wheels always fall off.
Perhaps the connectors are faulty. I have enclosed a parts list for our model where I have circled the connectors that do not work so that you are aware of the problem.
I am very disappointed in the quality of this product (my son, as you can imagine, is even more disappointed). What do you propose to do to restore my satisfaction and faith in TeleToys2
Sincerely,
Complaint of poor service
Background: Complaining of poor service is a good example of how the written word still maintains its power in today’s age of images. Try this experiment: Complain over the phone. Often the person on the phone will sound sympathetic, but no action will be taken. Then try complaining in writing. You’ll find that written complaints are resolved more completely and quickly.
Essential elements: When you complain about service, you must mention:
1. The location, date of the occurrence, and the person(s) involved.
2. Exactly what happened.
3. Something to indicate that you are a desirable customer.
4. An expression of disappointment.
5. Restitution of some sort, if you prefer.
Sample:
Dear Restaurant Manager:
On October 21, my wife and I had lunch at your restaurant. I had a ground beef taco.
While chewing, I bit down on something hard and sharp. In the ground beef, I found a piece of twisted metal. Fortunately, I didn’t cut my mouth, or even worse, swallow the sharp metal, which would have no doubt landed me in the emergency room.
We called the waiter (whose nametag said “Jonathan”) and explained what happened. He said, “I’m sorry,” and that was it! There was no genuine concern. There was no offer to replace my lunch. There was no restitution. What we did get was a bill charging me full price for my meal!
When I objected, he pointed out that I had eaten the taco, which was true, and there was nothing he could do. When I asked to see the manager, he said the manager was out. You can only imagine my upset and displeasure.
My wife and I have been frequent patrons of your restaurant and have come to enjoy the excellent service. This experience has left both of us disappointed.
Sincerely,
P.S. A copy of our paid check for the lunch is enclosed.
Complaint of noncompliance with a service agreement
Background: Why are so many consumers with service contracts so unhappy? It’s both the customer’s and the vendor’s fault. The vendor promises a lot in its sales pitch and promotional materials, but the service contract does not contain enough specifics and too many loopholes and exceptions.
The customer, in turn, doesn’t read the fine print in the contract. When service rendered doesn’t meet expectations and the customer complains, the vendor points to the contract the customer signed. The customer says, “I don’t care about the contract; I’m holding you to what your ad (or commercial or sales rep) promised.”
Often, a letter citing these specifics is an effective way to persuade the vendor to resolve the problems in your favor.
Essential elements: Service agreements are notoriously difficult to understand. But when you’re not getting the service you believe you are entitled to, speak up. When writing this letter:
1. Open with a statement that acknowledges there is a problem with servicing.
2. State the product and the service contract you have.
3. Detail the problem: List dates, times, and names.
4. State exactly what you want the company to do.
5. Request an answer.
Sample:
Ralph Edwards
Acme Network Services
RE: Service Contract #29956
Dear Mr. Edwards:
I’m writing to resolve a conflict we’re having in Acme’s servicing of our account.
As you know, we are three months into a one-year network support contract. Although the quality of your support personnel is excellent, the response time to network outages is not what we expected. When we signed with your firm, Tom Nevins told us that you provide responses “in under four hours.” Indeed, the promotional brochure he gave us makes the same statement: “Our network technicians will respond within four hours of your call for service—and often faster.”
Unfortunately, “often faster” has become “usually slower.” Response time continually takes the better part of a business day. Tom tells us that this promise is superseded by your contract, which he pulled out at our last meeting. He pointed to the language that said, “Best effort will be made to respond to support calls as conditions allow.” He then pointed out that I had signed and read the contract.
Yes, I signed your contract, but I believe the promises that vendors make to me, and I expect them to abide by them. We are your customer, and we expect you to be our partner in network support and not our adversary.
My question is simple: Are you going to deliver the fast four-hour response you promised when you sold us the contract?
Sincerely,
Complaint about misrepresentation
Background: Complaints about misrepresentation should always be made in writing and copies of these letters retained, in case the matter escalates to the point where legal actions are needed.
Essential elements: If someone has taken advantage of you by misrepresenting a service or product, you should immediately write to complain and demand restitution if it is due:
1. Give the details of the time, place, and person(s).
2. Explain what you understood to be the case.
3. Detail how this understanding has been twisted or misrepresented.
4. Firmly state what you want the company to do next to rectify the problem.
Sample:
Jack Frome, Vice President
Big Life Insurance Company
Big City, USA
RE: Whole life policy #699959
Dear Mr. Frome:
Sometime last October, two of your independent representatives visited our home to make a presentation about whole life insurance for my spouse. At the time we were undecided, so they invited us to fill out the application, except for the signature. We filled it out, but we never heard from them again. (The application is attached.)
Last week, my new bookkeeper pointed out that, for the past two months, Big Life Insurance Company has been deducting $224 monthly premium for a whole life policy for my wife. This is $448 for insurance we do not want and did not agree to purchase. We already have low-cost term life insurance that meets all of our combined estate planning needs.
Effective immediately, I have instructed my bank not to make any further payments to Big Life. I will expect a refund check for $448 from your company within 10 days. The policy is null and void, and I do not consider my wife to be insured of your firm.
Sincerely,
Complaint about a billing error
Background: When the billing error is not simple or routine, send a letter to explain your position. Keep copies of all letters until the problem is resolved.
Essential elements: Billing department representatives don’t want to hear a song and a dance; just give them the facts:
1. Provide the details right up front: Note the product or service, the date in question, and the order or customer number.
2. Note that a copy of the bill in question is attached.
3. Concisely explain why the figures on the bill are incorrect.
4. State what you want the company to do.
5. Offer to provide further information if needed.
Sample:
Dear Mr. Finagle,
I recently received a second notice for lab charges my insurance company tells me I am not responsible for paying. (Copies of your letters and the insurance company’s response to me are attached.)
As a preferred provider, your medical lab has agreed to provide services for those covered by my plan for “usual and customary rates.” The insurance company has explained to me that I am not responsible for fees above the “usual customer rates,” to which you have agreed and which they have already paid.
Please remove these charges from my account immediately and stop sending me these insulting letters.
I hope this letter clears up this matter, but if I can provide more information, please call me at 123-456-7890.
Sincerely,
Complaint about a bank error
Background: Another common complaint that can be handled by letter is a potential error in your business bank account.
Essential elements: Bank statements are not infallible. Your best defense is to keep records of all your banking transactions combined with a letter documenting the problem:
1. State that you believe there is an error in your back statement. Note the date of the error and your account number.
2. Detail what should have been recorded as compared to what the statement says.
3. Explain what you would like the bank to do about this problem.
4. Offer to provide further information if needed.
Sample:
Dear Ms. Jensen:
I believe I may have discovered an error in our February checking account statement. Could you please look into this and help us reconcile the discrepancy?
Our statement shows deposit of a client check (Morgan Jewelry, check #551) on February 26 for $350. Then on February 27, a check we wrote to a vendor (TheftProof Electronics, our check #1106) for $872 was returned for insufficient funds, and we were assessed a $25 overdraft fee.
According to my records, however, the February 26 deposit was actually $3,500, not $350 as the statement shows. And that amount would have more than covered our February 27 check.
Attached are copies of the check we deposited on February 26 along with the deposit slip. Perhaps the teller misread my handwriting on the deposit form.
Please call me with your assessment of this situation. Our office number is 123-456-7890. I am at extension 242.
Thanks for your helping me resolve this situation as promptly as possible. I look forward to hearing from you within the next few days.
Sincerely,
Complaint about incomplete or inadequate work
Background: When the contractor or vendor is finished with a job but the work does not meet your expectations, you gain nothing by insulting or talking down to the vendor. Write a letter that maps out the problem along with a requested course of action. A subject line is a good way of quickly identifying the project as a redo or revision rather than a request for new fee-paid services.
Essential elements: Don’t rant, rave, and holler—get to the point quickly:
1. Give the details of the work that you are dissatisfied with.
2. Explain exactly what you want done to complete the job.
3. Be clear about whether you expect a further charge to complete or fix the work done so far.
4. Make sure the vendor understands that no further charge will be accepted without your prior approval.
5. Thank the vendor for his or her understanding.
6. State when you expect the work to be completed.
7. Enclose copies of paperwork relevant to your complaint (contract, agreement, invoice, canceled check, warranty, and so forth).
Sample:
Re: Watch repair
Dear Mr. Lane:
I’m returning the watch you repaired for me last month because it is still not keeping accurate time. The watch kept accurate time for about a week after I got it. Since then, it’s been losing 15 to 20 minutes every day.
This seems to be the original defect I paid you to repair, and because I’ve already paid you, I assume you will fix the problem without further charge.
If that’s not the case, let me know. I’ve enclosed a copy of the receipt you sent me for the original repair. It states that all repairs are guaranteed for 90 days, so as far as I can see, I am still covered by your guarantee.
If you have further questions about my watch, or need to speak with me about this matter, my daytime number is 123-456-7890. Thank you for your understanding and service. Unless I hear otherwise from you, I’ll expect to receive my repaired watch from you on Friday the 23rd.
Sincerely,
Thank-you correspondence for resolved complaints
Background: Whether you are a businessperson or a consumer, if your complaint is addressed and resolved you should extend the courtesy of a thank-you note. The key message of this letter is: “Your strategy worked; by resolving the problem as I requested, you retained me as a customer.”
Well-written thank-you notes carry a strong message. They give the recipient motivation to continue to please you in the future.
Essential elements:
1. Say “thank you” and explain why.
2. Acknowledge that your problem/complaint was addressed to your satisfaction.
3. Assure the recipient of future business.
Sample:
Dear Ms. Lieb:
Just a short note to say “thanks” for your courteous letter and for sending a replacement amplifier cover so promptly.
In today’s pressured world, many customers (including myself) are quick to criticize and slow to praise. This is a letter of praise.
Your response was fair and exactly what I wanted. You have resolved my problem, transformed dissatisfaction into satisfaction, and assured continued future orders from me. Both of us got what we want.
Thank you.
Sincerely,
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