rejecting

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Introduction:Lettersofcomplaintusuallyincludethefollowingstages:

BackgroundProblem-cauandeffectSolutionWarning(optional)Closing

BackgroundThisctiondescribesthesituation;e.g.

Iamwritingtoinformyoutdedyourexhibition

SoundSystems2011attheFortuneHotel(22-25January)unately,myenjoyment

areholderofSunshineBankandIamveryconcerned

mpanyislistedastheauditorinthelatest

annualreportofthebank,tingtoinform

youofmydissatisfactionwiththefoodanddrinksatthe'EuropeanRestaurant'on18Januarythisyear.

:

On28March2011weplacedanorderwithyourfirmfor12,signmentarrivedyesterday

butcontainedonly1,y,upanon-line

registrationfacility,tusaninvoicefor$10,532,butdidnotdeduct

ourusual10%found16spellingerrorsand2mis-labelleddiagramsinthesamplebook.

:

Thirrorputourfirminadifficultposition,aswehadtomakesomeemergencypurchastofulfilourcommitmentsto

terspendingveralwastedhourstryingtoregister

inthisway,

largenumberoferrorsisunacceptabletoourcustomers,andwearethereforeunabletollthebooks.

SolutionIamwritingtoaskyoutopleamakeuptheshortfallimmediatelyandtoensurethatsucherrorsdonothappen

ndusacorrectedinvoicefor$9,479Iencloacopyof

re-printthebookandndittousbynextFriday.

Warning(optional)Otherwi,wemayhavetolookelwhereforoursupplies.I'mafraidthatiftheconditionsarenot

met,utstandingfeesarenotpaidbyWednesday,13April2011,youwillincur

a10%latepaymentfee.

Closing:orward

tohearingfromyoushortly.

Politeness；hetoneofcomplaintlettersshouldnotbeaggressiveorinsulting,asthiswouldannoythereaderandnotencourage

tion,questionssuchas'Whycan'tyougetthisright?'shouldnotbeincluded.

ContentThecontentshouldcontaineno

actionisnotnormallythreatenedinthefirstletterofcomplaint,unlessthesituationisveryrious.

AdjustmentletterAcknowledgingreceiptofacomplaintletter；hankyouforyourletterof…regarding/concerning/in

connectionwith…Irefertoyourletterof…about/relatingto…Apologyfortheerrororfault；Wemustapologi

for…；Wesincerelyapologifor…；Pleaacceptourapologiesfor…；Iwouldliketoapologifortheerrormade

byourcompanyin(verb+ing)；

AcceptingtheComplaintWeagreethattheusualhighstandardsofourproducts/rviceswerenotmetinthisinstance.；

Ashortexplanationofthefault；Introductoryphra；Asaresultofourinvestigation,wefoundthat...(Not:Afterour

investigation...)

Caus:Theerrorwascaudby…/wasdueto…；Apparently,theproblemwastheresultof…/resultedfrom…；

Thecauof/reasonforthemistakewas…

Effects：Asaresult…；Thisledto…；Conquently…

Solutions：Wehavemodified/changedour...；Wehaveimplementedasystemto...；Topreventre-occurrenceswehavet

upaverificationprocedure.

Assurances：eassureyouthatthiswillnothappenagain.

Investigationtobemade：Wearecurrentlyinvestigatingthecauof...；Wewillinvestigatethecauof...

Proposaltottlethedifficulty：Asagestureofourregret,wearepreparedto…/wearewillingto…/wewouldlike

to…；Toshowgoodwill,wewill…

Anoffertotakegoodsback,makeareplacement,giveadiscountetc.

ouldarrivebyMonday,11April2011；Toshowourgoodwill,we

wouldliketoofferyoua5%discountonyournextorderwithus.

Regretatdissatisfaction：Whilewecanunderstandyourfrustration...；Weunderstandhowdisappointingitcanbewhenyour

expectationsarenotmet.

Rejectingresponsibilityfortheproblemleadingtothecomplaint：Iregrettoinformyouthat…；Iamafraidthat…

Unfortunately,Imustpointoutthat…

Reasonsfortherejection：duetothefactthattheguaranteeperiod

haxpired.

Ifathirdparty(anotherpersonororganisation)istoblame,directthecomplainertothatparty：Wethereforesuggest

thatyoucontact...

Aconcludingparagraphaimingatretainingthegoodwillofthecustomer：Welookforwardtoreceivingyourfurtherorders,

andassureyouthattheywillbefilledcorrectly/promptly.

EverlongBatteries

171ChoiHungRoad

HungHon,HongKong

Tel/Fax22352449

6Apr2011

MrJWong

PurchasingOfficer

FortuneGoods

317OrchardRoad

Singapore

DearMrWong

OrderNo.2639/L

Pleaacceptourapologiesfortheerrormadebyourcompanyinfillingyourorderno.2639/LdatedFriday,1April2011.

Youordered12,000sizeUltrasuper-long-lifepremiumbatteries,butourdispatchofficent1,sduetoatyping

anceof10,800batterieswasdispatchedbyexpresscouriertoyourstorethismorningandwillarrivebyThursday,

evalueyourbusiness,wewouldliketoofferyoua10%

forwardtoreceivingyourfurtherordersandassureyouthattheywillbefilledcorrectly.

Yourssincerely

DavidChoi

DavidChoi

DistributionsManager

EverlongBatteries

171ChoiHungRoad

HungHon,HongKong

Tel/Fax(852)22352449

6Apr2011

MrJWong

PurchasingOfficer

FortuneGoods

317OrchardRoad

Singapore

DearMrWong

OrderNo.2639/L

ThankyouforyourletterofFriday,1April2011regardingyourorderno.2639/rstandthatthisisadifficult

investigatedthesituation,andfoundthatyouordered12,00sizeUltrasuper-long-lifepremium

patchofficethereforent1,eedtheremaining

batteriesurgently,thebalanceof10,800batteriescanbedispatchedtodaybyexpresscouriertoyourstoreandwouldarrive

byThursday,

forwardtoreceivingyourfurtherorders.

Yourssincerely

DavidChoi

DavidChoi

DistributionsManager

Encl:

-OrderFormNo.2639/L

DealingwithComplaints

|

Acknowledgingreceiptofacomplaintletter

|

|

AcceptingaComplaint

|

Apologyfortheerrororfault

|

AcceptingtheComplaint

|

Rejectinga

Complaint

|

Regretat

dissatisfactio

n

|

Rejecting

responsibility

fortheproblem

leadingtothe

complaint

|

|

|||

Ashortexplanation

ofthefault

Investigation

tobemade

Reasonsforthe

rejection

|

Proposaltottlethedifficulty

|

|

Anoffertotakegoodsback,makeareplacement,

giveadiscountetc.

|

Ifathird

party

(another

personor

organisation)

istoblame,

directthe

complainerto

thatparty

|

Aconcludingparagraphaimingatretainingthegoodwillofthecustomer