When Writing an Adjustment Letter, What Should You Do to Explain Why a Problem Occurred?

This chapter covers two closely related types of business letters: complaint letters, which request compensation for problems with purchases or services, and aligning letters, which are the responses to complaint messages.

Complaint Letters

A complaint alphabetic character requests some sort of compensation for lacking or damaged merchandise or for inadequate or delayed services. While many complaints tin can exist made in person, some circumstances require formal business letters. The complaint may be so complex that a phone phone call cannot effectively resolve the problem; or the writer may prefer the permanence, formality, and seriousness of a business letter of the alphabet. The essential rule in writing a complaint alphabetic character is to maintain your poise and affairs, no thing how justified your gripe is. Avoid making the recipient an antagonist.

Annotation: Complaints past e-mail may not be as effective as those by regular mail then that choice is not included hither.

1. Early in the letter, identify the reason you are writing – to register a complaint and to inquire for some kind of compensation. Avoid leaping into the details of the problem in the first sentence.
2. Provide a fully detailed narrative or clarification of the problem. This is the "evidence".
3. State exactly what compensation you lot want, either before or after the discussion of the trouble or the reasons for granting the compensation. (It may be more tactful and less antagonizing to delay this statement in some cases.)
4. Explain why your request should be granted. Presenting the evidence is non enough: state the reasons why this evidence indicates your request should be granted.
5. Suggest why information technology is in the recipient's best interest to grant your request: appeal to the recipient'south sense of fairness, desire for continued business, but don't threaten. Notice some way to view the trouble as an honest mistake. Don't imply that the recipient deliberately committed the fault or that the visitor has no concern for the client. Toward the end of the letter, express conviction that the recipient will grant your asking.

Adjustment Letters

Note: Adjustment communications by e-postal service may not exist every bit effective as those by regular mail then that selection is not included hither.

Replies to complaint letters, often called messages of "adjustment", must be handled carefully when the requested compensation cannot exist granted. Refusal of bounty tests your diplomacy and tact as a author. Hither are some suggestions that may help y'all write either type of adjustment letter:

1. Begin with a reference to the date of the original alphabetic character of complaint and to the purpose of your alphabetic character. If y'all deny the request, don't state the refusal right away unless y'all can do and then tactfully.
2. Express your concern over the writer'southward troubles and your appreciation that she or he has written you.
3. If y'all deny the request, explain the reasons why the request cannot be granted in equally cordial and non-antagonistic fashion every bit possible. If you grant the request, don't sound as if you are doing so in a acrimonious style.
4. If you lot deny the request, endeavor to offering some partial or substitute compensation or offer some friendly advice (to accept the sting out of the denial).
5. Conclude the letter of the alphabet cordially, perhaps expressing confidence that you and the writer will continue doing business.

Sample #1

111 White Horse Lane
8 October 1994

Director of Consumer Relations
One Microwave Plaza
Miami, TX 75249

Dear Director:

I am writing you concerning the purchase and subsequent render of a Waveport 5000 I made on ten August 1994 in the amount of $225.

On x August 1994, I purchased a Waveport 5000 from your company in the amount of $225. This price included a two-solar day commitment and a 60-twenty-four hours money-dorsum trial offering. The $225 was immediately charged to my Ritz carte. Still, this production did non perform satisfactorily, and on 15 August, I decided to return the Waveport 5000 to your company. When I spoke to 1 of your company's representatives by phone, I was informed that the shipping and handling charges, as well as the price of the Waveport 5000, would be credited to my account. I shipped the detail by UPX and was notified 19 Baronial of its receipt. Today, October 7, I received a statement for my Ritz carte du jour. Simply equally of today, no credit has been applied to my account for either the Waveport 5000 or the shipping and handling charges.

If the Waveport 5000 was charged to my business relationship immediately when I ordered information technology, I neglect to sympathize why the same promptness was non used in crediting my account immediately upon receipt of the returned item. I rightfully deserve a refund to whatsoever and all finance charges that may be applied during this time menstruum.

Your company'south quick-detection products have greatly helped me in the past, and I would like zip more a quick solution for my trouble so that I may be a customer of yours in the hereafter.

Sincerely,
John A. Somebody

Sample #ii

0000 McDougal Rd, #123
Del Valle, TX 78000
February 12, 1994

Magnon Computer Systems, Inc.
P.O. Box 3919
El Camino, AZ 80006

Gentlemen:

This letter is in reference to my buy of a Magnon JX-200 inkjet printer from Best Price #104 in Austin, Texas on Nov 11, 1993. Specifically, I am writing about your company'south rejection of my asking for a rebate every bit advertised for JX-200 printer.

I originally paid $269.97 (excluding taxation) for the Magnon JX-200 inkjet printer and take since been waiting for the promised $thirty Magnon rebate which was advertised by your company. I but received your letter and was surprised to discover you lot had rejected my rebate claim. I believed I had made it articulate as to the reason why I could not provide you with all of the textile requested on the rebate coupon, particularly the serial number label from the shipping box, in the original letter of the alphabet (January fifteen) I sent you with the claim.

One time over again, let me emphasize that there were no coupons available at the time when I purchased the BJ-200. Even afterward repeated visits to All-time Price, I did not receive coupons until three weeks later on. Unfortunately I had already disposed of the aircraft box and consequently the serial number label attached to it and was unable to provide information technology as requested past the rebate instructions.

This was the reason that I sent a photocopy of the purchase receipt in the original letter even though it was not required. I am now including the original letter with the photocopy of the buy receipt and a photocopy of the serial number located at the rear of the printer.

Although I am quite happy with the printer, I am very concerned almost the problems I am having with this rebate. Especially disturbing is the fact that yous stamped MUST BE RESUBMITTED AND POSTMARKED By JANUARY 31, 1994 on the letter you sent me while the envelope (photocopy included) clearly shows that it was not mailed until February 4, 1994.

In the interest of fair play and in keeping a future client satisfied, I hope in that location will be no further delays in resolving this trouble. I expect to receive the rebate within the month and thanks for your prompt attention to this matter.

Sincerely,

Maria S. Alguien
Encl.: Copies of original alphabetic character, sales receipt, serial number

Sample #3

Nancy Aletho
P.O. Box 2572
Austin, TX 78720
November 19, 19XX

Ms. Suzanna Maywine
Marcella Brindisi Manager, Frailey's
1001 Airport Blvd.
Buda, TX 78700

Dearest Ms. Maywine:

I am writing you apropos a problem that has arisen from the buy of i of you lot cosmetic products on August 16, 1994 at the Frailey's Mainland Mall Store. The detail is your Brindisi Ultra Sable Mascara priced at $64.95. The sales daughter sold me this mascara, ii shades of blush and a jar of Fango masque on this engagement.

The problem developed shortly afterwards applying this mascara for the offset time. Within one hour, my eyelids became puffy and crimson and began to itch. Subsequently two hours, my entire middle expanse was swollen and remained then for 2 days. No other cosmetic product had been applied to my middle area, and I experience certain that this mascara caused an allergic reaction for my skin. I have used diverse brands of mascara including Estee Lauder, Aqueduct and Maybeline and take never experienced this sort of reaction before. My dermatologist advised not to use your Brindisi product again. I had purchased this new tube of mascara in grooming for a head shot which was scheduled for the mean solar day on which I starting time used your product. I was unable to keep this appointment for which I had paid a nonrefundable deposit of $150.00. I besides incurred a dermatologist fee of $95.00. Copies of receipts for these services and the mascara buy are included in this alphabetic character.

I would appreciate being compensated in the amount of $319.95 immediately for the discomfort and trouble the employ of your product has caused me. This sum is to reimburse me for the doctor's visit, for the $150.00 lensman'southward fee, and for the purchase cost of the mascara.

I have used many of your products in the past without any bug and hope to continue a positive relationship with your company and its products in the future.

Sincerely,

Nancy Natho

Encl: Receipts: Foley's, $64.95
Dr. Gary Zelazney, $95.00,
Rick Patrick, photography, $150.00
Photo of bloated eyes

Sample #four

1313 Horse Trail Rd.
Buda, Texas 78610
6 June, 1996

Customer Relations/Claims Company
John Duke Manufacturing Company
1104 Sutton Drive Suite #112
Cairo, MI 45006

Dear Representative:

I am writing in regards to a Digital Multimeter (DMM) that I recently purchased by postal service-social club from your company. Considering the DMM only functions partially, I am requesting repairs, another DMM with comparable features, or a refund equal to the purchase toll + C.O.D. charges, and aircraft and treatment.

I purchased the meter for $250.00 by calling the 1-800 number listed in an advertisement. My phone order occurred on Baronial 20th. The meter was delivered on Baronial 23rd via UPX C.O.D. The total purchase price was $282.l. The following items were included with the DMM: i set of meter leads, one power supply cord, and one black nylon-fiber carrying case.

The DMM (Duke Model 8012A) volition not register an authentic voltage or current reading. The other features function exactly every bit intended, and the fuse that protects the AC circuitry is in proficient operating status. However, when a regulated Ac voltage or current is practical to the meter leads, the merely reading displayed is a low negative value. This is true whether the role switch is set to measure either Air conditioning voltage or current.

When I received the DMM, I inspected the packaging in which the meter was shipped, and there was no prove of harm. Styrofoam inserts were used to protect the meter from whatever shock during the shipping procedure. Considering I saw no loose components upon inspection of the primary fuse, I am led to believe the problem somehow occurred during manufacture. No doubt, there is a temporary malfunction that can easily be stock-still.

Your prompt attention and response would exist greatly appreciated as I intend to use the meter in conjunction with my job.

Enclosed: i Duke 8012A DMM, Lot #3308-WIC4
one Set of Meter Leads
1 Ability Supply String
1 Black Nylon-fiber carrying instance
1 Purchase Receipt
Original Packaging

Sample #five

774 Keokuk Court
Manor, Texas 78602
04 September 1993

Mr. Mack Simons
Director of Merchandise
Loftier-Mart Stores, Inc.
2400 Highway 81 East
P.O. Box 95
Elgin, Texas 73602

Dearest Mr. Simmons:

I am writing yous concerning three polymer backyard and garden sprayers that I have purchased within the terminal 2 months from the High-Mart Store in Elgin. The polymer sprayers are XXL Spray-Master 2-gallon manus held sprayers, model number 1992, and cost $18.96 each. I purchased the starting time sprayer on June 28, 1993.

All three of these sprayers had a faulty menstruum control. The handle control that regulates the amount of spray by the amount of force per unit area applied in the handle is made of plastic. Afterwards about 2 hours of use, the plastic lever controls wear out. I take followed the instructions that came with the merchandise. All 3 sprayers have had the aforementioned problem. I have commutation the first two sprayers a calendar week afterward each auction. The third one I have on paw. I have a copy of the receipt and the instructions/parts manual enclosed.

Since this is the only blazon of sprayer Loftier-Mart Stocks and since High-Mart is the simply store in Bastrop that carries sprayers, your customers are forced to either purchase this faulty sprayer, or exit of town to encounter their needs. I am requesting that y'all and Loftier-Mart Stores face the manufacturer to right this problem and that you stock a unlike name brand sprayer. I am too requesting a refund of $18.96 (for the third sprayer) and a follow upward with a letter (either from High-Mart personnel of from the product's manufacturer) indicating progress on this problem.

I cull to practise my business in Elgin and to dorsum High-Mart's belief in buying products from American manufacturers to help the local and national economy. Stocking beneath-standard American products forces customers to seek other sources of merchandise, which foreign markets and out of boondocks businesses are merely eager to provide.

Sincerely,

J. Raymond Rink
Triple TNJ Ranch
JRN

Encl.: copy of receipt, operation and service instructions

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Source: David McMurrey, https://www.prismnet.com/~hcexres/textbook/acctoc.html
This piece of work is licensed under a Creative Eatables Attribution 4.0 License.

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