Business undergoes many types of hazards and perils. No matter how good our intentions and efforts are, there are bound to be occasions when dealing with a complaint or even making one is necessary. Complaints may be necessary for many reasons, such as wrong delivery of goods, poor service, unsatisfactory quality, late delivery, damaged goods, and prices not as agreed.
Generally, complaints are accompanied by a claim for money for the damage or replacement of the goods or service. Sometimes, a claim is made after complaints are placed. Two separate letters are used. This is required when the damage cannot be determined directly without expert assessment.
If the property is insured, then expert assessment is a necessity. Under these circumstances, complaints are made first, and claims are placed only after the assessment of the damage by a certified expert.
Guidelines for Writing a Complaint/Claim Letter
Loss always causes anger, but you must show restraint in your letter of complaint. Therefore, the following points need to be considered to write an effective complaint and/or claim letter:
- Directness despite negativeness: Complaints and claims are bad news. However, write them in direct order for two reasons: (a) business executives want to please their customers, so they want to know about it, and (b) they want to adjust for their business interest. Directness lends strength to your claim.
- Identify the transaction early in the letter.
- Begin the claim with a direct statement of what went wrong.
- Give enough facts to justify the claim.
- Be careful to use words that do not show anger or distrust. Make a courteous, clear, concise explanation rather than an abusive, angry statement.
- Handle the claim tactfully. You can state what you want to be done or leave the decision to the reader. Asking for a fair and reasonable solution will increase your chances of receiving a satisfactory adjustment.
- Do not delay placing your complaint and claim, as it will weaken your position, and the receiver may have difficulty investigating the cause.
- Confine your complaint to a statement of the facts, followed by either an inquiry if required or a suggestion of how the matter can be rectified. Do not involve other matters.
Sample of Letter of Complaints and Claims
Specimen – 1: Request for quotation
BrightTech Solutions
123 Tech Park Drive
Silicon Valley, CA 94025
Phone: (123) 456-7890
Fax: (123) 456-7891
March 15, 2023
Ms. Jane Doe
Procurement Manager
ElectroGadget Inc.
456 Gadget Street
San Francisco, CA 94105
Subject: Complaint and Claim regarding Request for Quotation
Dear Ms. Doe,
I hope this letter finds you well. I am writing to express my concerns regarding the recent Request for Quotation (RFQ) we received from ElectroGadget Inc. on March 10, 2023.
Upon reviewing the RFQ, we noticed several discrepancies that need to be addressed:
- Incomplete Specifications: The RFQ for the Quantum QX-5 laptop did not specify the desired RAM capacity, storage type, or the preferred operating system. This lack of detail makes it challenging for us to provide an accurate quotation.
- Mismatched Product Codes: The product code mentioned for the Photon PX-3 printer in the RFQ corresponds to the Photon PX-2 model in our catalog. We need clarification on the exact model you are interested in.
- Ambiguous Delivery Terms: The RFQ mentions delivery within 30 days, but it does not specify whether this is from the date of order confirmation or from the date of payment receipt.
- Absence of Contact Details: We could not find any contact details for the person responsible for this RFQ, making it difficult for us to seek clarifications or provide updates.
Given the above concerns, we kindly request that you review and provide the necessary clarifications at the earliest. This will enable us to provide you with an accurate and competitive quotation.
We value our business relationship with ElectroGadget Inc. and aim to provide the best possible service. We hope to receive the updated RFQ soon so that we can continue our collaboration seamlessly.
Thank you for your understanding and cooperation.
Sincerely,
John Smith
Chief Executive Officer
BrightTech Solutions
Specimen -2:Inquiry letter
TECHNOLOGIX SOLUTIONS
45, Silicon Boulevard
San Francisco, CA 94105, Phone: (415) 123-4567, Fax: (415) 123-4568
June 20, 2023
Ms. Emily Thompson
Chief Operating Officer
ElectroTech Industries
Los Angeles, CA 90001
Dear Ms. Thompson,
I am reaching out to seek your assistance in evaluating Mr. Jacob Martinez for the role of Technical Lead at our San Francisco branch. Mr. Martinez has mentioned that he was associated with ElectroTech Industries from 2015 to 2020. Your honest feedback on the following queries will greatly aid our decision-making process:
- Leadership and Team Management: How would you rate Mr. Martinez’s leadership qualities, especially in terms of managing a team of 10-12 engineers? Were his interpersonal skills effective in fostering a positive team environment?
- Adaptability to Technological Changes: As you’re aware, the tech industry is ever-evolving. How proficient is Mr. Martinez in adapting to new technologies and implementing them in projects?
- Handling Pressure and Deadlines: Our Technical Lead role often requires juggling multiple projects with tight deadlines. How has Mr. Martinez performed under such circumstances during his tenure with ElectroTech?
- Integrity and Financial Responsibility: Mr. Martinez will be in charge of project budgets and some company assets. Can you vouch for his financial integrity and ethical standards?
Your insights will be treated with the utmost confidentiality. We genuinely value any information you can provide about Mr. Martinez, as it will significantly influence our hiring decision.
We assure you that any assistance you provide will be reciprocated should you require similar cooperation in the future.
Thank you in advance for your time and collaboration.
Warm Regards,
Natalie Brooks
Director of Talent Acquisition
Technologix Solutions
Specimen-3: Enquiry letter About hotel facility
GLOBAL TECH SOLUTIONS
123 Digital Drive
San Jose, CA 95134, Phone: (408) 123-4567, Fax: (408) 123-4568
June 15, 2023
Reservations Manager
OceanView Resort
Santa Monica Beach
Los Angeles, CA 90401
Dear Reservations Manager,
Or
Dear Sir/Madam,
Subject: Inquiry about Conference Facilities and Rates
We are in the process of organizing a tech summit for our partners and clients and are considering the OceanView Resort as a potential venue. We kindly request detailed information about your conference facilities and associated rates.
Specifically, we would appreciate answers to the following:
- Availability: We are looking to schedule our summit on either Monday and Tuesday, July 10-11, or Tuesday and Wednesday, July 11-12, 2023. Could you confirm the availability of conference rooms on these dates?
- Facilities:
- Can the resort accommodate a keynote session for approximately 150 attendees?
- Do you have breakout rooms for parallel sessions, each accommodating 20 to 30 participants?
- Can the resort cater to a gala dinner on the first evening and luncheons on both days?
- Accommodation: Do you offer special rates for attendees? We anticipate around 150 guests requiring overnight accommodation.
- Refreshments: What options do you provide for tea breaks and snacks during the conference days?
- Additional Services: Please provide details of any audio-visual equipment, Wi-Fi capabilities, and other tech-related services available for conferences.
OceanView Resort is renowned for its impeccable service and state-of-the-art facilities, making it a top contender for our event. While we are still in the early planning stages, receiving this information by June 25, 2023, would greatly assist in our decision-making process.
Thank you for your prompt attention to this matter. We look forward to your response.
Warm Regards,
Global Tech Solutions
Alexandra Morgan
Director of Events and Partnerships
Specimen of A Reply for Letter of Complaints and Claims Effectively
BrightTech Electronics
123 Tech Avenue
Silicon Valley, CA 94025
Phone: (123) 456-7890
Fax: (123) 456-7891
March 15, 2023
Mr. Jonathan Brooks
Chief Procurement Officer
Global Innovations Inc.
456 Innovation Drive
San Francisco, CA 94105
Dear Mr. Brooks,
Subject: Discrepancies in Product Delivery and Pricing
I am writing to address a concern regarding our recent transaction dated March 1, 2023. Upon reviewing the products delivered and the associated invoice, we identified several discrepancies:
- Product Mismatch: We ordered the Quantum QX-5 laptop, but we received the Quantum QX-4 model. This model does not meet our specified requirements.
- Pricing Discrepancy: The invoice lists the Photon PX-3 printer at $1,200. However, based on our agreement and the quotation provided by Global Innovations Inc., the agreed price was $1,100.
- Delayed Delivery: The products were promised for delivery within 15 days of order confirmation. However, they arrived 20 days later, causing disruptions in our operations.
Given the above issues, we kindly request the following:
- An immediate replacement of the Quantum QX-4 laptop with the Quantum QX-5 model.
- A revised invoice reflecting the correct price for the Photon PX-3 printer.
- An explanation for the delay in delivery and assurance of timely deliveries in future transactions.
We value our business relationship with Global Innovations Inc. and hope to resolve this matter amicably. We anticipate your prompt attention to these concerns and expect a resolution by March 20, 2023.
Thank you for your understanding and cooperation.
Sincerely,
Jane Smith
Director of Operations
BrightTech Electronics
Complaint and /or claim letter for damaged goods
MODERN ELECTRONICS INC.
456 Tech Boulevard, San Francisco, CA 94105
20th June, 2023
Customer Relations Manager
FuturTech Innovations
123 Innovation Drive, Seattle, WA 98109
Dear Sir/Madam,
Subject: Damaged Goods from Invoice # 98765 dated June 10, 2023.
We regret to inform you that our recent order from FuturTech Innovations arrived in an unsatisfactory condition. Upon inspection, we found that 10 (Ten) of the UltraSound Speakers were completely shattered and beyond repair. Additionally, 20 (Twenty) other units have sustained minor damages but appear to be repairable.
Before accepting the shipment, we reported the damages to our shipping agency at their local branch. They have, however, denied any responsibility, attributing the damages to inadequate packaging from your end.
Given the circumstances, we kindly request the following:
- An adjustment in the invoice amounting to $50,000 for the irreparably damaged goods to be reflected in our next order.
- The prompt dispatch of replacement parts for the repairable units, as per the attached list. Additionally, we request an adjustment of $2,500 in our next order to cover the repair costs.
- Guidance on the appropriate course of action for the damaged units. Should they be returned, recycled, or disposed of?
We value our partnership with FuturTech Innovations and believe that addressing this issue promptly will strengthen our business relationship. We trust that measures will be taken to prevent such incidents in the future.
Thank you for your immediate attention to this matter.
Sincerely,
Alexandra Morgan
Director of Procurement
Modern Electronics Inc.
Specimen: Complaint and /or claim for poor service
15th September, 2023
TechGuru Services
123 Digital Lane
Silicon Valley, CA 94025
Dear Sir/Madam,
Ref. Smart Home Hub, Model Number GH-2023
I am writing to express my dissatisfaction with the Smart Home Hub that we purchased on September 1, 2023, as per your invoice number 4567/23. Despite its recent acquisition, we have encountered multiple issues that have hindered its performance and usability.
Specifically, the problems we’ve identified are:
- The voice recognition feature often fails to understand or execute commands.
- The device frequently disconnects from the Wi-Fi despite other devices in the vicinity having stable connections.
- The linked smart devices, such as lights and thermostats, experience erratic behavior and do not always respond to the hub’s commands.
Given the reputation of TechGuru Services and the premium price of the product, such issues are unexpected and disappointing.
I kindly request an immediate inspection of the device to identify and rectify these problems. If the device is deemed irreparable or if the issues persist post-repair, I would appreciate a replacement or a full refund.
To expedite the resolution, I would be grateful if you could provide an initial assessment and potential solutions over the phone or via email. Our primary goal is to have a fully functional Smart Home Hub as soon as possible.
Thank you for your prompt attention to this matter. I trust that TechGuru Services will address this complaint efficiently and uphold its commitment to customer satisfaction.
Sincerely,
Jordan Williams
Home Automation Specialist
SmartHome Innovations