1. Complaint and Adjustment Letters

2. Letters of Complaint

3. When would we use this type of letter?
When we are unhappy with something:
a product (something we have bought)
a service (something we have experienced).
When you want some specific action taken
By adopting the right tone, you increase your chances of getting what you want
Register your complaint courteously and tolerantly

4. What should a Complaint letter include?
Introduction
Tell the reader why are you writing ( State the problem)
Be polite
Suppress your anger
Include supporting documents and state that their copies are enclosed
Serial #
Dates of purchase
Invoice numbers
Check numbers
Names of salespeople involved in the purchase

5. Defective O-Scopes (Introduction)
On August 15, you shipped to my company 36 XYZ digital oscilloscopes (copies of invoice# 3492 are enclosed). Several of our customers have since complained that the o-scopes are malfunctioning.

6. What should a Complaint letter include?
Discussion
Explain the problem experienced. Include
Date
Contact names
Shipping information
Breakage information
Itemized list of defects
State what you want done and why

7. Defective O-Scopes (Introduction + Discussion)
On August 15, you shipped to my company 36 XYZ digital oscilloscopes (copies of invoice# 3492 are enclosed). Several of our customers have since complained that the o-scopes are malfunctioning.
The following occurred when we delivered the o-scopes to three of our customers.
August AAA Electronics stated that two of its five o-scopes were malfunctioning giving incorrect readings.
August Richard Electronics said three of its o-scopes were incorrectly calibrated.
September 5--- Five of ABC Computer’s o-scopes would not interface with its computers.
These 10 o-scopes need to be repaired. You should also send service technicians to troubleshoot our clients’ other o-scopes to avoid future problems.

8. What should a Complaint letter include?
Conclusion
End your letter positively.
Include your phone# and time when you can be best reached.

9. Defective O-Scopes (Introduction + Discussion + Conclusion)
On August 15, you shipped to my company 36 XYZ digital oscilloscopes (copies of invoice# 3492 are enclosed). Several of our customers have since complained that the o-scopes are malfunctioning.
The following occurred when we delivered the o-scopes to three of our customers.
August AAA Electronics stated that two of its five o-scopes were malfunctioning giving incorrect readings.
August Richard Electronics said three of its o-scopes were incorrectly calibrated.
September 5--- Five of ABC Computer’s o-scopes would not interface with its computers.
These 10 o-scopes need to be repaired. You should also send service technicians to troubleshoot our clients’ other o-scopes to avoid future problems.
You can reach me at from 8:00 AM to 5:00 PM, Monday through Friday. After working with your company for the past eight years, I have been impressed by the way you stand behind your products. I know you will help us with these defective o-scopes..

10. Letters of Adjustment

11. Adjustment Letters Response to letters of complaint
Can be of three types
100 Percent Yes Letter
100 Percent No Letter
Partial Adjustment Letter

12. 100 Percent Yes Letter Introduction Deliver good news immediately
State that you agree with the complaint and will honor her recommendations for adjustment.

13. 100% Yes Letter (Introduction)
Thank you for calling our attention to your problem. We will be happy to replace your defective oscilloscopes.

14. 100 Percent Yes Letter Discussion Explain what happened
State why the problem occurred
State how the problem will be solved in the future

15. 100% Yes Letter (Introduction + Discussion)
Thank you for calling our attention to your problem. We will be happy to replace your defective oscilloscopes.
I have looked into your order and discovered the cause of the problem. The o-scopes were damaged during shipment. They were stacked too high, which led to breakage while handling. I have met with the carrier, who agrees that the packages were handled improperly. I assure you that none of these problems will occur again. Also, I am sending a service technician to check on your other o-scopes from this order.

16. 100 Percent Yes Letter Conclusion
End positively to maintain customer satisfaction

17. 100% Yes Letter (Introduction + Discussion + Conclusion )
Thank you for calling our attention to your problem. We will be happy to replace your defective oscilloscopes.
I have looked into your order and discovered the cause of the problem. The o-scopes were damaged during shipment. They were stacked too high, which led to breakage while handling. I have met with the carrier, who agrees that the packages were handled improperly. I assure you that none of these problems will occur again. Also, I am sending a service technician to check on your other o-scopes from this order.
Acme has worked with your company for many years, and I look forward to continuing this business relationship. I apologize for the inconvenience. Please call me at if you have any other questions.

18. 100 Percent No Letter Introduction Begin with a buffer
Include a positive statement
Include facts that the readers can accept

19. 100% No Letter (Introduction)
Thank you for your letter regarding the XYZ oscilloscopes. We were sorry too hear about the malfunctions your customers are experiencing. Although such occurrences are rare, as you know, products occasionally are damaged in shipment.

20. 100 Percent No Letter Discussion Explain what happened
Provide facts and figures
State the bad news

21. 100% No Letter (Introduction + Discussion)
Thank you for your letter regarding the XYZ oscilloscopes. We were sorry too hear about the malfunctions your customers are experiencing. Although such occurrences are rare, as you know, products occasionally are damaged in shipment.
After researching the matter thoroughly, we found that the problem was created by the shipping company. They stacked the boxes too high, which led to damage during handling. Because the damage was caused by the carriers and was not due to our negligence during manufacturing, we cannot replace the o-scopes.

22. 100 Percent No Letter Conclusion End on an upbeat note
Use positive words
Provide your reader with an alternative.

23. 100% No Letter (Introduction + Discussion + Conclusion)
Thank you for your letter regarding the XYZ oscilloscopes. We were sorry too hear about the malfunctions your customers are experiencing. Although such occurrences are rare, as you know, products occasionally are damaged in shipment.
After researching the matter thoroughly, we found that the problem was created by the shipping company. They stacked the boxes too high, which led to damage during handling. Because the damage was caused by the carriers and was not due to our negligence during manufacturing, we cannot replace the o-scopes.
To assist you in solving this problem, we have contacted Archie Cox, the shipping manager at ABC Freight ( , ext. 345). He expects to hear from you soon. If we can help you in any other way, please call.

24. Partial Adjustment Letter
Introduction
State the good news first

25. Partial Adjustment (Introduction)
Thank you for your letter regarding the XYZ oscilloscopes. I was sorry to hear about the malfunctions your customers are experiencing. Because we pride ourselves on our products’ quality, I am happy to replace the 10 defective o-scopes.

26. Partial Adjustment Letter
Discussion
Precisely explain what happened
State the bad news

27. Partial Adjustment (Introduction + Discussion)
Thank you for your letter regarding the XYZ oscilloscopes. I was sorry to hear about the malfunctions your customers are experiencing. Because we pride ourselves on our products’ quality, I am happy to replace the 10 defective o-scopes.
The 10 o-scopes, which were damaged during shipment due to packaging problem will be replaced withing six to eight weeks. I am unable to send a technician to troubleshoot the remaining 26 o-scopes. That service is not part of our contract with you. ( Please see section 4.2 of your service contract: “On-site service will not be provided in case of malfunction.”)

28. Partial Adjustment Letter
Conclusion
Try to win back the reader’s good faith in your company

29. Partial Adjustment (Introduction + Discussion + Conclusion)
Thank you for your letter regarding the XYZ oscilloscopes. I was sorry to hear about the malfunctions your customers are experiencing. Because we pride ourselves on our products’ quality, I am happy to replace the 10 defective o-scopes.
The 10 o-scopes, which were damaged during shipment due to packaging problem will be replaced withing six to eight weeks. I am unable to send a technician to troubleshoot the remaining 26 o-scopes. That service is not part of our contract with you. ( Please see section 4.2 of your service contract: “On-site service will not be provided in case of malfunction.”)
In any of the other o-scopes malfunction, please call us immediately. We stand by our products, as you know from having been one of our satisfied customers for over a decade. I’ll be happy to help you in any way I can.