1. Chapter 13 Complains & Claims Each of us,either as consumers or businesspeople, at some time has been frustrated by a defective product, inadequate service, or incorrect billing. Usually our first response is to write a letter dripping with juicy insults. But a hate letter rarely gets results and can in fact hurt the writer and create an unfavorable image of the company being represented. A complain letter is a delicate one to write.

2. Establishing the Right Tone A complain letter is written for more reasons than just blowing off steam. You want some specific action taken. By adopting the right tone, you increase your chances of getting what you want. Do not call the reader names, hurl insults, or refuse to do business with the company again. Register your complaint courteously and tolerantly. The “ you attitude ” is especially

3. Important here to maintain the Reader ’ s goodwill. Writing an Effective Complaint Letter To increase your chances of receiving a speedy settlement, follow these five steps in writing your letter of complaint. 1. Begin with a detailed description of the product or service. Give the appropriate model and serial numbers, size(s), quantity, and color. Specify check and invoice numbers. Indicate when and where you purchased it, and also

4. How much warranty time remains. Indicate if you are Returning the product to the company and how you are sending it-through a sales representative. If you are complaining about a service, give the name of the company,the date of the service, the personnel providing it, and their exact duties. 2. State exactly what is wrong with the product or service. How many times did the machine work before it stopped ?

5. What parts of a job were not done? When did all this happen? 3. Briefly describe the inconvenience you have experienced. In this section of the complaint letter,show that your problems were directly caused by the defective product or service. To build your case,give precise details about the time and money you lost. Don ’ t just say you had “ numerous difficulties. ” If you purchased a calculator and it broke down during a mathematics examination, say so.

6. Did you have to pay a mechanic to fix your car when it was stalled On the road, or did you have to buy a new fax machine or modem? 4. Indicate precisely what you want done. Do not simply write that you “ want something done, ” that “ adequate measures must be taken, ” or that ” the situation should be corrected. ” State that you want Your purchase price refunded Your model repaired or replaced

7. If you are asking for damages,state your request in Dollars and cents,and include a copy of any bills documenting your expenses related to the problem. Perhaps you had to rent a car, were forced to pay a janitorial service to clean up, or had to rent equipment at a higher rate because the company did not make its deliveries as promised. 5. Ask for prompt handling of your claim.

8. . And ask that your claim be handled as quickly as possible. You might even specify a reasonable time by which you want to hear from the writer or need the problem fixed.

9. Replies to claims 1. Responding favorably to claims and adjustment requests (1) Regret for the inconvenience caused to the reader Useful expressions: We regret the inconvenience you have experienced … (2) explaining the reasons of the problem and expressing the wish to grant the claim

10. Useful expressions It happened that … Another thorough check-up reveals that … The wrong pieces may be returned … We are prepared to make you a reasonable compensation. (3) wishing to cooperate with the reader again Useful expressions: We hope this will not affect our friendly relationship.

11. We wish to be able serve you in future business 2. Refusing adjustment of claims (1) regret for the inconvenience caused to the reader Useful expressions: We regret the inconvenience you have experience … We very much regret that … (2) explaining the reasons for the problem and making clear you position Useful expressions:

12. After a check-up we found that … The shipment you complained … (3) refusing flatly or suggesting possible solutions Useful expressions: We regret being unable to accept your suggestion to … As this is a matter concerning insurance, we hope you will refer it to … (4) wishing to cooperate with the reader again

13. Useful expressions: We have just received … evidencing … We regret having to inform you that … arrived in … 20% of the packages had been broken … It was found that upon examination … This has caused us much inconvenience … We look forward to your settlement soon.

14. Use passive voice sentences Dear Mrs. Lee, Apparently you dropped the toaster, causing the heating filament to break. Dear Mrs. Lee, Apparently the toaster was dropped, causing the heating filament to break.

15. Dear Sir, You installed the above heating unit in our office about a year ago, but suddenly it broke down and oil spilled onto the floor. Not only the floor, but the adjacent wiring,has been damaged. We are therefore requesting immediate and free repair of the heater, floor, and damaged wiring. We are also requesting compensation for business loss, which is estimated at US$ 2,000 per day. (The employees can not return to work until the damage is repaired.)

16. May we have your immediate reply? Sincerely, Reply: Dear Mr. Ames, We are sorry about the trouble you are having with your Heating Unit and will have one of our service engineers inspect it immediately. Could we schedule an appointment for tomorrow (June 1) or the following day? Best regards,

17. Dear sir, We wish to draw your attention to the fact that to date your status report for the 4 th quarter of 2000 has not been received yet. This is the third time this has happened during the year. Unfortunately we must request that your reports be sent in on time, as promised, as it is customary in Hong Kong not to be late on commitments. Your attention to this matter will be appreciated. Sincerely,

18. Revised version Dear Sir, To date, we have not received your status report for the fourth quarter of 2000. Unfortunately, this is the third time during the year that you have been late, and it is causing business problems here. From now on, would you please make sure that the reports are sent on time? Sincerely,

19. Dear Sirs, We cannot regret too much when we consider the fact that this is the third time that deliveries have been made to our dissatisfaction. This is quite bad and unlike you in your usual mode of business, and we must request you to take immediate action to rectify this problem. As a case in point, in our last order, only three bolts of the Lot 24 Linen (order A- 445) were shipped when in fact five bolts were requested.

20. Continued-- We hope you give this immediate attention and take action to avoid such problems in future. Thanking you in advance for your due settlement. Sincerely,

21. Revised Version Dear Sir, We ordered five bolts of Lot 24 Linen (order A-445) but received only three bolts. Would you please send the remaining two bolts immediately? Incidentally, this is the third time that deliveries have been made in error. Is there anything wrong ?we are afraid that if these problems continue there will be trouble with our customers, so please do your best to correct the situation. Also, may we have your comments. Sincerely,

22. Dear Mr. Felton, With reference to the above-captioned claim, please be advised that under the terms and conditions of the Bill of Lading we are exempt from any proceedings, as the said damage was not incurred within our jurisdiction. We are duly forwarding a copy of the above-mentioned document,which will clarify the circumstances of our position in this matter. Thanking you for your understanding, we remain. Sincerely,

23. Revised version Dear Mr. Felton, Thank you for your message of January 5. According to /as you will see in the Terms and Conditions of the enclosed Bill of Lading, we are exempt from paying this claim, as the damage did not occur within the US. Please note /refer to Section A-5 of the Bill of Lading, which makes clear the regional limits of our responsibility. Sincerely,