1.
Complaint Letter Definition
A
Complaint letter is a request for an adjustment. In other words, it is a letter
that describes about the damage; errors or mistakes happened to the delivered
goods and therefore claims for compensation is known to be a complaint letter.
In
modern age, the chain of business is not limited within the boundary of
country. As business is expanding, its complexities are also increasing. So,
mistake or fault is not a strange matter in the arena of business. There may be
wrong delivery of goods shipment of obsolete, poor quality or underweight
goods, faulty packing, delivery after the specified date and other damages to
the goods shipped. In the above cases, buyer is supposed to suffer financial
loss and therefore he has every reason to complaint to the seller demanding
compensation. Hence a letter is used to serve such purpose is called complaint
letter.
To
draft such a letter, buyer must have valid grounds to explain that he has
suffered financial loss or otherwise there will be misunderstanding which may
damage business relation buyer requires special care with the art of convincing
the seller. Clarity and courtesy are the important factors to write a letter of
complaint. The complaint should be made politely without showing any sign of
anger.
Causes of Drafting Complaint Letter or, Sources of Mistakes
giving rise to Complaints
The following are usual causes for which a complaint letter
is drafted:
1.
Problem
with the delivered goods: If the
goods that are delivered are :
·
Under weight,
·
Obsolete,
·
Defective,
·
Incomplete,
·
Not according to buyer’s
specification such as color, brand, size etc.
·
Wrong or poor quality; then buyer
can make a claim to the seller for the mistake.
2.
Pricing: If there is any mistake in preparing the invoice of
the shipped goods, then such letter is written.
3.
Packing: Faulty or poor packing of the goods causes damage to the
goods which can be claimed to the seller.
4.
Transport: Goods are supposed to be shipped according to
convenience of the buyer. But if wrong carrier is used it may call for writing
such letter.
5.
Terms
& Condition: If the terms and condition of
business are violated by the seller then such a letter is placed.
6.
Faulty
Insurance: If insurance coverage is not
made properly according to instruction of the buyer, then there may be claim
through complaint letter.
Example
complaint letter:
56 Disgruntled Street
Somewhere Unhappy
1AM MAD
Somewhere Unhappy
1AM MAD
Customer Service Manager
That Awful Company
Somewhere Awful
UR BAD
That Awful Company
Somewhere Awful
UR BAD
June 15, 2016
Dear Sir/Madam,
I am writing today
to complain of the poor service I received from your company on June 12, 2016.
I was visited by a representative of That Awful Company, Mr. Madman, at my home
on that day.
Mr. Madman was one
hour late for his appointment and offered nothing by way of apology when he
arrived at noon. Your representative did not remove his muddy shoes upon
entering my house, and consequently left a trail of dirt in the hallway. Mr.
Madman then proceeded to present a range of products to me that I had
specifically told his assistant by telephone I was not interested in. I
repeatedly tried to ask your representative about the products that were of
interest to me, but he refused to deal with my questions. We ended our meeting
after 25 minutes without either of us having accomplished anything.
I am most annoyed
that I wasted a morning (and half a day's vacation) waiting for Mr. Madman to
show up. My impression of That Awful Company has been tarnished, and I am now
concerned about how my existing business is being managed by your firm.
Furthermore, Mr. Madman's inability to remove his muddy shoes has meant that I
have had to engage the services, and incur the expense, of a professional
carpet cleaner.
I trust this is
not the way That Awful Company wishes to conduct business with valued
customers—I have been with you since the company was founded and have never
encountered such treatment before. I would welcome the opportunity to discuss
matters further and to learn of how you propose to prevent a similar situation
from recurring. I look forward to hearing from you.
Yours faithfully,
V. Angry
V. Angry
2. Order Letter Definition
A
letter that acknowledges the receipt of order from buyer is known to be order
confirmation letter. It is a letter that tells the buyer (Sender) that the
order has not been lost, misplaced or stolen and also indicates that proper
steps are being taken to satisfy the buyer, sometimes if there is any delay for
shipment according to order placed, the reason is also communicated to buyer
through such letter.
Order confirmation letter must
express the seller’s pleasure and gratitude must appreciate buyer’s interest in
the goods and must be a medium of mentioning the favorable aspects of the
goods, terms and other services. Such a draft will create a psychological value
upon the goods and services to be shipped.
Acknowledgment through-such
letter provides a legal acceptance of all the points mentioned in the order.
Hence, the order must be read carefully before accepting and acknowledging it.
Example of order letter
1.
Personal Purchase Order Sample
154 Green Avenue
New York, USA
January 5, 2010
Ms. K. Hutchinson
Beller Company, Inc.
424 Park Avenue
New York, New York 10021
Dear Ms. Hutchinson :
Thank you for sending your catalog so promptly. It arrived within a few days of my request. Please send me the following items by parcel post :
New York, USA
January 5, 2010
Ms. K. Hutchinson
Beller Company, Inc.
424 Park Avenue
New York, New York 10021
Dear Ms. Hutchinson :
Thank you for sending your catalog so promptly. It arrived within a few days of my request. Please send me the following items by parcel post :
1 copy Emmet and Mullen,
High School Algebra @ $7.50 $ 7.50
25 copies Pinehurst,
Plane Geometry @ $8.75 $ 218.75
Total $ 226.25
I am enclosing a money order for 226.25. If there are additional charges, please let me know.
Please mail the books to the address given above.
Very truly yours,
Brandon Michael
(Adapted from Let’s Write English by George E. Wishon & Julia M. Burks)
High School Algebra @ $7.50 $ 7.50
25 copies Pinehurst,
Plane Geometry @ $8.75 $ 218.75
Total $ 226.25
I am enclosing a money order for 226.25. If there are additional charges, please let me know.
Please mail the books to the address given above.
Very truly yours,
Brandon Michael
(Adapted from Let’s Write English by George E. Wishon & Julia M. Burks)
2.
Company Purchase Order Sample
Seven
Siblings Limited
17 Sweet
Road, West Bandung Tlp. 022-8765432 Post Code 41134
July 9,
2013
Purchase
Order
Toko Englet
11 Main Street
San Fransisco,
USA
ZIP CODE 91234
Attention : Miss Kim Jackson
Dear Miss Jackson :
Please accept this purchase order for the following :
No.
|
Product
|
Quantity
|
Unit
Price
|
Total
|
1
|
Single Brush Polisher
Colombia 400
|
4
|
$ 3,000
|
$ 12,000
|
2
|
Extractor SX 144
|
4
|
$ 2,000
|
$ 8,000
|
Total
|
$ 20,000
|
We require shipment by August 17, 2013 to :
PT Pama
No. 1 Jl. Cileungsi,
Bogor, Indonesia
Post Code 40156
Please refer to this order as "purchase order # SS01234. Should you need more information, please contact me at 62-22-756756 at your earliest convenience or email me at siblings@seven.com.
Sincerely,
Dede Prana
Purchasing Manager
3. Example of Replay
Letter from PT. Binaman Sejahtera 22 Jln. Bumi Raya, Semarang 20003 Jawa Tengah
to CV Indah Pertmata 75 Jl. Muara Kerang, Jaya Pura 20001 Irian Jaya
CV Indah Pertmata 75
Jl. Muara Kerang
Irian Jaya, Jaya Pura 20001
Dear Sir,
We are very sorry that the shipment of goods No.
34P that you received on Nov 11, 2016
was defective. We understand your disappointment and appreciate the
inconvenience this must have caused your organization and the logistics
problems that ensued.
There is no question that the product we shipped
did not meet the very high standards our customers have come to expect and
should continue to demand.
In our effort to improve the overall quality of our
products, we used a new composite material for your order. We have since
returned to the original recipe and can assure you that we are in the process
of completing more thorough testing and development.
I can promise you that the highest quality
standards will be met in the future because protecting our reputation for
delivering the best product on the market is a key priority for us. Again, I
apologize for our mistake and regret any inconvenience caused as a result.
We have already brought in additional staff to
expedite the production of a replacement order and guarantee its delivery by
the end of this week. We have also asked our shippers to pick up the defective
product prior to delivery of the new shipment, in order to free up your
warehouse space.
We look forward to continuing the mutually
beneficial relationship that our two companies have shared over the last two
years.
If there is anything else that we can do to
minimize your inconvenience in regard to this matter, please don't hesitate to
contact us.
Sincerely,
PT. Binaman Sejahtera
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