Offering a Solution to the Problem

SEMINAR VIII

LETTERS OF COMPLAINT

Letters of complaint usually include the following stages:

1. Background

2. Problem - cause and effect

3. Solution

4. Warning (optional)

5. Closing

1. Background
This section describes the situation. e.g.

o I am writing to inform you that the goods we ordered from your company have not been supplied correctly.

o I attended your exhibition Sound Systems 2012 at the Fortune Hotel (22-25 January) and found it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organisational problems.

o I am a shareholder of Sunshine Bank and I am very concerned regarding recent newspaper reports on the financial situation of the bank. Your company is listed as the auditor in the latest annual report of the bank, so I am writing to you to ask for an explanation of the following issues.

o I am writing to inform you of my dissatisfaction with the food and drinks at the 'European Restaurant' on 18 January this year.

2. Problem
Cause:

o On 31 October 2012 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries.

o Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable.

o You sent us an invoice for $10,532, but did not deduct our usual 10% discount.

o We have found 16 spelling errors and 2 mis-labelled diagrams in the sample book.

Effect:

o This error put our firm in a difficult position, as we had to make some emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience.

o Even after spending several wasted hours trying to register in this way, the computer would not accept my application.

o I am therefore returning the invoice to you for correction.

o This large number of errors is unacceptable to our customers, and we are therefore unable to sell these books.

3. Solution

o I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.

o Could I please ask you to look into these matters.

o Please send us a corrected invoice for $9,479

o I enclose a copy of the book with the errors highlighted. Please re-print the book and send it to us by next Friday.

4. Warning (optional)

o Otherwise, we may have to look elsewhere for our supplies.

o I'm afraid that if these conditions are not met, we may be forced to take legal action.

o If the outstanding fees are not paid by Friday, 16 November 2012, you will incur a 10% late payment fee.

5. Closing

o I look forward to receiving your explanation of these matters.

o I look forward to receiving your payment.

o I look forward to hearing from you shortly.

Politeness
The tone of complaint letters should not be aggressive or insulting, as this would annoy the reader and not encourage them to solve the problem. In addition, questions such as 'Why can't you get this right?' should not be included.

Content

• The content should contain enough details so that the receiver does not have to write back requesting more.
• Legal action is not normally threatened in the first letter of complaint, unless the situation is very serious.

SAMPLE LETTERS OF COMPLAINT

Letters 1, 2

Fortune Goods 317 Orchard Road Singapore 7 November 2012 Attn: Mr David Choi Sales Manager Everlong Batteries 171 Choi Hung Road Hung Hom Hong Kong Dear Mr Choi Re. Order No. 768197 I am writing to inform you that the goods we ordered from your company have not been supplied correctly. On 31 October 2012 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries. This error put our firm in a difficult position, as we had to make some emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience. I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. Otherwise, we may have to look elsewhere for our supplies. I look forward to hearing from you by return. Yours sincerely J. Wong J. Wong Purchasing Officer

Flat 303 Lucky Mansions 856 Cheung Sha Wan Road Cheung Sha Wan Kowloon 6 November 2012 The Administrative Officer Exhibition Services Exhibitions International 33 Kadoorie Avenue Kowloon Dear Sir/Madam I attended your exhibition Sound Systems 2012 at the Fortune Hotel from 26 - 30 October and found it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organisational problems. I explain each of the problems below. Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable. Even after spending several wasted hours trying to register in this way, the computer would not accept my application. I eventually succeeded in registering by faxing you. Secondly, the exhibition was held at one of Hong Kong's most prestigious hotels, but frankly the venue was better suited to a medium-sized business conference than to a large exhibition open by registration to the public. The lack of space led to serious overcrowding in the venue, particularly at peak visiting times (i.e. lunch times and early evening). On one or two occasions I was also seriously concerned about the physical safety of attendees. The final point I want to make concerns product information. It is very enjoyable to see and test a range of excellent sound systems, but it is also important to be able to take away leaflets on interesting products, so that more research can be done before deciding which system to buy. However, by the time I attended the exhibition all the leaflets had been taken. Could I please ask you to look into these matters - not only on my behalf but also on behalf of other attendees, and in fact on behalf of your company, too. I look forward to hearing from you. Yours faithfully Michael Leung Michael Leung

Letter 3

Dear Sir/Madam.

I am a member of the Local Auto Club, whose members often have meetings at your restaurant because it is convenient and reasonably priced. But I am sorry to say that I was extremely disappointed with our last meeting which was organized at your restaurant. Firstly, although we always book a particular hall in advance that time we had to take our seats in the common hall because this room was not free. The common hall is much noisier so we felt uncomfortable. Secondly, the cutlery was not clean, so we asked a waiter to replace it but it took the staff about half an hour to do such a job and the cutlery was brought only after asking another waiter. Finally, the steak was too salty and overcooked, but when I asked the waiter to replace it he refused impolitely and said that the steak was over.

I would like to recommend that you train your staff to behave in a polite manner to customers. Otherwise, we will have to find another restaurant for our meetings. I also expect an apology for your employee's behaviour towards me.

I look forward to hearing from you soon.

Yours faithfully

Letter 4

Meredith Baxter

125 Chisholm Street
Mayweather,CT
00745

June 9, 2006

Mr. Harold Holmes
Agent
Happy Holidays Travel agency
65 Main St.
Hartford,CT
00718

Dear Mr. Holmes,

I would first like to thank you for organizing our recent trip to China. We thoroughly enjoyed traveling around Chinaand the activities you suggested were the best.

I do however have the need to bring one unfortunate instance to your attention. The hotel you booked for us in Beijing– the China Crown Hotel – was a huge disappointment. Though listed in our itinerary as a four-star hotel, and described as being “recently renovated and within walking distance to the Forbidden City”, the establishment was neither.

The China Crown was in no way a four-star establishment, and if renovations were recently carried out, our room was not included in them. The hotel itself was of a poor quality, and I have attached photographs of the dirt and mildew we were welcomed with in our room, and other areas of the building.

We did request a different room from the front desk, and after being met with considerable resistance, were finally shown two other rooms that were actually worse than our own.

As far as being within walking distance to the Forbidden City, though some may consider 12 miles to be a brisk walk, we certainly do not.

I feel that a refund in the amount of $417.28 – the cost of our three nights in the China Crown and Taxi fare to the Forbidden City– is fair compensation.

Thank you for your kind and speedy attention to this matter.

Sincerely,

Meredith Baxter

Letter 5

Dear Sirs

This spring I requested a yard waste recycling can, which I promptly paid for upon delivery. It was my understanding that the waste would be picked up each Monday and taken to the city recycling site, but I have observed that my yard waste is being dumped into the regular household garbage truck and hauled to the landfill. I object to this breach of trust. Please see that the yard waste is indeed recycled, or refund my money.

Faithfully yours

Letter 6

Dear Sir or Madam

I am upset that the city council cannot see the need for a light at the intersection of Main and Second Avenue. Because of all the growth in the last year, the traffic at that intersection has increased tenfold. Drivers become frustrated waiting for an opening in traffic to make a turn. It's just a matter of time before someone dies trying. Please have a traffic light installed at that intersection before it's too late. You will be the most appreciated councilman in Springfield, if you do. Thank you.

Faithfully yours

Letter 7

Dear Sir or Madam

I would like to register a complaint regarding the ridiculous traffic enforcement practices adopted the last three Thursday evenings at the intersection of Main and Elm streets in Springfield. On Thursdays Doe's Tavern holds an informal "Cruise In" and sells tacos at half price with the profits donated to a variety of charities. The participants, owners and admirers of customized cars and motorcycles, enjoy the weekly event because of the opportunity to show off and admire the vehicles in a friendly atmosphere. On the last three Thursdays, however, Springfield's finest have blocked Elm Street at Main to all traffic from the south. This is done, the officers say, to prevent backups at this intersection. The roadblock necessitates a long detour around the north side of Springfield, and the backup created by the roadblock stretched much further than it ever did before this enforcement began. The resentment and tension among the Cruise In's participants is an unhealthy byproduct of this silly policy. The weekly event has existed for over four years with a minimum of problems; there have been more confrontations between motorists and police as a result of this enforcement than in the last four years combined. I would very much like to see an official review of this enforcement practice. Look specifically at the efficiency of the roadblock. If the police wish to shut down Doe's Cruise In, let them attempt to do so through viable, straightforward means.

Faithfully yours

Letter 8

Dear Sir or Madam

I am unsettled by the city's lopsided enforcement of animal control laws. It is common practice for pet owners to be cited and fined for walking their pets without a leash, regardless of the pet's level of obedience. Yet, if a neighbor's dog is penned up cruelly in a yard and barks 24 hours a day, the owner faces no penalty, even in response to multiple complaints to city police and animal control officers. I would like to see a better system of response to complaints of barking or menacing dogs in the neighborhoods. Please see that this issue is discussed in the next City Council meeting. Thank you.

Faithfully yours

Letter 9

Dear Sirs,
It is with great regret that we have to inform you that the material, delivered under Contract № … does not conform to the specification on the basis of which the contract was signed.
By separate mail we have sent you a cutting from this material and one piece from the material of the previous consignment, so that you can compare the two and see the difference.
As a result of this situation sustain heavy losses because we cannot fulfil our contractual obligations to our clients. In this situation we are prepared to retain the goods if you will reduce the price, say, by 40%.
Looking forward to hearing from you soon.
We remain faithfully yours,

Letter 10

Dear Mr Thompsen,

I recently received a letter from a Mr Robinson, a valued customer of ours. He purchased an Italian coffee table and four French dining-room chairs from us which your company delivered to his residence.

He has written to complain that the purchases arrived damaged. We pride ourselves in the quality of our products and would like an explanation as to how this mishap occurred. Even though the items are insured, our reputation is at stake.

I would be most grateful if you would reply as soon as possible so that this matter can be resolved to everyone's satisfaction.

Sincerely

Jackie Middleton

Customer Services Manager

USEFUL LANGUAGE

• We wish to place on record the company's extreme displeasure at…
• We insist that the problems we experienced were due to your negligence, not ours.
• We wish to emphasize that we are holding you fully responsible for non delivery of the cargo in question.
• We have inspected the damaged machine and we submit you below a description of the damage.
• As you probably aware we have been experiencing a considerable inconvenience due to wrong material being delivered to our customers.
• This is the third time this mistake has occurred and we are far from satisfied with the service you offer.
• The mistake must be corrected as soon as possible.
• There seems to be some misunderstanding regarding terms of discount.
• Our specialists have determined that the shipment was five boxes short.
• We are afraid there is no room for compromise as far as this order is concerned.
• We look forward to an early settlement of our claim for the full amount of…
• We must point out that unless you settle the claim in full you leave us with no alternative, but to place the matter in the hands of our solicitors.
• Please ensure that this sort of problem does not arise again.
• We regret that unless we hear from you by return we will be obliged to cancel the order.

Offering a Solution to the Problem

• It is our intention to insist that the missing parts be replaced by you and shipped to us via air freight, all for your account.
• We are prepared to accept the goods sent if you are willing to make a substantial reduction in price.
• We would appreciate it if you would replace the defective units or arrange to credit us with their value.

ASSIGNMENT

Your name is Mr Martin Black and you work for a shoe shop. You are not happy about a delivery you received and you want to complain. Write to the company Instep using these notes. The manager’s name is Mr Gordon Richards. Paragraph one includes details about the event that has caused you to complain: • 24 March received order PB327, 3 dozen pairs of sports shoes Paragraph 2 explains the exact problem: • several pairs incorrectly labeled • laces missing from some shoes Paragraph 2 also includes action you have taken: • repacked faulty shoes to be taken away

Paragraph 3 pays compliment and requests action: • dealt with Instep for several years, first complaint • replace faulty pairs Remember to remain polite when complaining!

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