Writing a letter of complaint
Being a student of International Business I made a comprehensive research on the internet about writing a “letter of complaint” in order to take into account the different business and social culture. China and its economy is opening up very fast, still the “customer service” concept has to be implemented, while I found out that in the USA that service is the most developed. As a result, in my explanation I will refer to the letter of complaint American model. Occasionally we find ourselves disappointed by a defective product, company error, or poor service. This experience can be so infuriating that we feel we must mention it to someone in charge and have the situation rectified. However, many of us choose instead to swear off a company or product simply because we lack the skill and confidence to express our disappointment. With a little know-how about how to write an effective letter of complaint, we will be able to get the results we deserve and find happiness in the consumer world. If it is done correctly, we can often get result, especially if relatively small amounts are concerned. Here are some suggestions: Act immediately. Not only do most companies have a fourteen-day return policy also we may need to recall details of the transaction and we will need to act while the events are fresh in the mind. Type the letter if possible. Make sure it is brief, it needs to be a few sentences long, just enough to get the point across. Be businesslike and objective. Avoid writing an angry, sarcastic, or threatening letter. The person reading our letter probably was not responsible for our problem but may be very helpful in resolving it. Address the letter to the right person, someone with real authority who can fix the problem. This is usually the head of customer service, or a top officer such as the President of the company. Include all important facts about the purchase (when, where, what), including the date and place where the purchase was made and any information about the product or service such as serial or model numbers or specific type of service. State the problem clearly. Clearly outline the demands (the most important point) for the company to be given the proper opportunity to please us. Do we want our money back, the product be repaired, a replacement or perhaps credit applied towards our account? What action will be performed. How long you are willing to wait to get it resolved. Be reasonable (a reasonable time is usually 7 business days). What action will follow if the company doesn’t get back. Make sure to give your name, address and phone number. Include all documents regarding the problem. Be sure to send COPIES, not originals. Keep a copy of everything has been sent. If it's a big problem, consider sending your letter return receipt requested, so to prove they got it, and when.
If we give a company the opportunity to right a wrong, many times they offer their customer an additional bonus such as a gift certificate, coupon or free product. If we take the time to express our dissatisfaction, many companies will not only meet our requests but will thank us for giving them the opportunity to do so.
Sample Complaint Letter Wei Liao 2 Huoji Lu Nanning, Guangxi 530003 Telephone (office): 0771 212121 Telephone (home): 0771 565656 June 1, 2003
Mr. Anthony Clinton (if available) Title (if available) Coca Cola Co., LTD Consumer Complaint Division (if you have no contact person) 2 Main Street New York, NY, 31061
Re: (account number, if applicable)
Dear (Contact Person): On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location and other important details of the transaction). Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, etc.). To resolve the problem, I would appreciate it if you could (state the specific action you want: money back, repair, exchange, etc.). Enclosed are copies of my records (include copies of receipts, guarantees, contracts, model and serial numbers, and any other documents). I look forward to your reply and a resolution to my problem, and will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone.
Best regards, Wei Liao