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Chapter Nine
Complaints and Adjustments
Section One Complaint Letters
Effective complaints letters should be:
Begin with a detailed description of the product or service you want to complain. You need to give the appropriate Contract No., Invoice No., the faulty items’ model and serial number, the date you received the goods, and so on. Include a copy of the receipt, bill, or contract, but keep the original for your records.
State exactly what is wrong with the product or service. Detail and precise information will enable the reader to understand and act on your complaint.
Briefly describe the inconvenience it has caused to you. Show that your problems were directly caused by the defective product or delay in delivery.
State precisely what you expect the reader to do to solve the problem.
Ask for prompt handling of your claim,

Dear Mr. Chow,

Problems with Order No, 030109
I am writing to inform you that our order of July 15. , number 030109, was filled incorrectly.
Our order was for 200 Oppo MP3 players (item no. CP08) and 20 gaming consoles (item no. G01). The shipment arrived yesterday, but instead, we received 20 MP3 players and 20 gaming consoles.
The demand for MP3 players is great, and this error put us in a difficult position, having us to resort to other suppliers to fill our customers’ needs. We’d like you to please make up the shortfall of MP3 players immediately and ensure that there are no more mistakes like this with Luck’s shipments.
Enclosed you will find a copy of our Purchase Order and the paid invoice for your reference.

Sincerely,
Indira Rajendran
Purchasing Manager
Lucky Electronics
Sample 1 : Complain for misfiling
Sample 2：Complain for poor quality
Dear Sirs,
Order No. NR-3790
Our order No.NR-3790 of 500 XC-90 Projectors was received on July.15 and was checked on delivery.
I am afraid I really must complain about the quality of these machines. You appear to have supplied us with a product which falls far below the standard our customers’ expectations. The projectors that you delivered were poorly finished and shoddy. What is more, they are certainly not as good as the demonstration models that we were shown when your representatives visited our stores in early July.
This matter is causing us great inconvenience, since we have now included XC-90 projector in our new catalogue and we are receiving a large number of enquiries about it. We shall now be faced with cancelling it from our catalogue, and explaining to customers that it is no longer available.
I should like you to refund the money we have paid you for these projectors. Alternatively, if this is unacceptable, I should be prepared to accept XC-80 model as a replacement for the XC-90 at a 15% discount.
I look forward to hearing from you in the very near future.
Sincerely,
James Van Proven
Purchase Manager
Section Two Adjustment Letters
Assuming that the complaint is justified, a letter of adjustment should Include the following:
Acknowledge the complaint and offer an apology;
State precisely what the company is going to do to correct the problem;
Give the customer a brief explanation of why this has happened.
End on a friendly and positive note.
Sometimes, even if you think that the complaint is unreasonable or unjustified, and does not warrant any sort of response, it can still be beneficial to include a small rebate to dissuade that person from leaving negative feedback or spreading negative associations with your brand by word of mouth. Therefore, a polite but firm answer might be given. You can write in the following steps:
Thank the customer for writing to you;
State his problem carefully to reassure him that you understand the complaint;
Explain what happened with the product or service before you give him your decision;
State your decision clearly and never apologize for your decision;
End on a friendly and positive note. Whenever possible, help customers solve their problem by offering to send them a new product and quote the favorable sales price.

Dear Mr. Ellison,
Ref. PO 030109
Thank you for your letter regarding the mistake with your order of April 10, PO 030109. As I said in our telephone conversation yesterday afternoon, I am sorry for the inconvenience through this error.
After collecting all the relevant documents, it is clear that your order was assembled correctly, but somehow put into the wrong box. I assure you that this is an anomaly as our shipping and receiving staff are usually accurate, consistent, and quick. I have spoken to the shipping manager and he will meet with his employees today to ensure that mix-ups like this one do not happen again.
This morning we shipped the shortfall of 180 Oppo MP3 players via Super Express Shipping, as you requested in our conversation. They should arrive no later than the afternoon of May 10th. I would also like to offer you a 10% discount on your next order, as a sign of our commitment to customer satisfaction.
Again, please accept my sincerest apologies for this unfortunate mistake. We value your business and we look forward to providing you with our usual quality service in the future.
Sincerely,
Arnold Chow
Sales Manager
Changi Entertainment Devices
Samples:(1) a positive response
Dear Mr. Vernon
ATV 16 drives
We have finished investigating your concerns about the ATV16 drives that you installed for American Linc Company. We do understand that the drive and serial-link failures have inconvenienced both you and American Linc.
After testing the drives you returned, our line engineer determined that they failed because the temperatures in the cabinet exceeded the maximum operating temperature of the drives, leading to electronic component failure. As noted in the ATV16 manual, the drive may malfunction under such conditions. For this reason, we cannot repair the drives without charge. We would be happy, however, to consider the following solutions:
We could remove the drive’s plastic cover and install a stirring fan in the enclosure to moderate the temperature.
We could replace the ATV16 drives with the ATV18 model, a model more suitable for the machine you are using. (if you choose this option, we would give you a 15% discount on the ATV18.)
Please let me know how you would like to proceed. I look forward to hearing from you and to continuing our partnership.
Sincerely yours,
Alex Antony
Product Manager
Sample：(2) a negative response
Useful expressions:
1.In checking the contents against your enclosed invoice, it was found that several items were missing.
我们根据所附的发票检查了货物，发现少了几件货物。
2.In view of the time already lost and the lack of any prospect for quick improvement, we would like to return the equipment at your expense in accordance with your guarantees.
鉴于已浪费了大量的时间，并且也没有任何改进的可能性，根据贵方的保证条款，我们希望退货，并且由你方承担所有藉此而产生的费用。
3.Unfortunately, your particular problem, from what little we know about it, is extremely rare and not something we have a ready answer for. It may take a little while, but we will have it fixed as soon as possible.
很遗憾，由于此问题在我们所知的范围内极少发生，因此目前尚无相应的解决对策。可能会花上一段时间，但我们会尽快解决。
4.Though no conclusive causes could be pinpointed, our specialist nevertheless feel that:
虽然目前无法判断其确凿的原因，但我公司的专家认为：
5.When we discussed delivery date, you assured us that you could deliver by Nov. 20. However, the goods are now two weeks overdue / late.
当初在商议交货日期时，贵方承诺于11月20日之前一定交货。然而这批货已延误两周了。
6.Hear at HTC Industries we feel strongly that your satisfaction is our top priority. So, in order to make up for some of the inconvenience you have suffered, we should like to offer a complete refund.
我们HTC实业公司历来都是客户至上，让客户满意是我们的宗旨。因此，为了弥补您所遭受的不便，我们原因将货款全额退还。
Exercises : Below are sentences from letters of complaints. Please sort them out in two letters.
a. We hope you will arrange for a new invoice to be issued in the near future, as we shall be happy to settle this account as soon as possible.
b. Sub. Invoice No. ER64/89
c. We shall be obliged if you would come and replace the items we do not require. I am sure you will understand this matter is of some urgency with the Summer sales approaching.
d. Sub. Incorrect delivery of lamps
e. We have just received the above invoice for a shipment of machine parts required for our factory in Kungshan.
f. The consignment should have contained 50 large blue and 50 small blue table lamps. However, there were only 25 large blue lamps, and the remaining 75 lamps were small green lamps.
g. We received a consignment of table lamps from your company this morning (details attached). After checking the contents of the consignment, unfortunately we discovered that you had made a mistake with the order.
h. However, your invoice states that the shipment contained 3 Unix Industrial Drills, whereas, in fact, it contained only 2. If you check our original order you will see that we only ordered two.
Letter One：
Letter Two：
b,e,h,a
d,g,f,c
Part A are the description of the complaints, while Part B are the decision made according to the complaints. Please match them properly.
Part A
1.Having checked with our suppliers, it is clearly that they mistakenly sent us a consignment of faulty damage equipment. Apparently, the damage was caused during the production process.
2.According to our Accounts Department, we did not get your order until March 9. I am afraid the delay in delivery has been due to this.
3.Having checked with our suppliers, it appeared that a mistake has been made on this occasion, and that you have been sent an invoice with incorrect details.
4.I have discussed the matter with our Sales representatives, and they tell me that you checked the equipment very thoroughly before deciding to purchase and were aware of the standard of its workmanship.
5.Having checked with our Invoice Department, it appears that two mistakes have been made. First, we should clearly not have sent you the goods. Secondly, it follows that you should not have been billed for them.
Part B
I regret to inform you, therefore, that we cannot give you a refund. In this case, the goods are of saleable quality, so a refund is out of the question. However, as you are in a difficult situation, we should like to offer you the chance to buy a slightly more expensive model at an unbelievable low price.
With this in mind, we are more than happy to replace the faulty equipment. I shall arrange for a messenger to call at your shop within the next three days to collect it and to deliver a replacement consignment.
In future, we shall ensure that you are not accidentally sent goods which you do not require. In the meantime, please feel free to keep, as a gift, the products we have mistakenly sent you.
A revised, correct invoice is attached for your convenience.
I regret, therefore, that we cannot guarantee delivery on the date agreed. However, as it is clear that you are in a very difficult position, we are prepared to offer you the loan of alternative equipment until such time as we can deliver your order.
Please complete the following letters with the Chinese version.
我们已收到你11月15日的有关我们开具的发票（P43789）有误的电子邮件。经核实，我们在开发票时有一项重复的加了一次，所以多开了1311元。我已将此笔从发票中扣除。我们会将修改过的共计11，430元的新的发票寄给你。非常感谢你指出了我们的账单错误。再一次为因此事给你们带来不便表示歉意。
I have received your email of Nov. 15 ____________________________________________________.
Having checked, we found that when this invoice was made up, one item has been duplicated on the invoice, with the result that your company _______________ $1311. I have ____________________ from your invoice and will mail you a new one for ________________________ $11,430.
Thank you for ______________________________________. Again, I ___________________________________ this has caused you.
apologize for the inconvenience
regarding the error in Invoice No. 43789 we have issued to you .
was overcharged
deducted this amount
the correct amount of
bringing our billing error to our attention
Imagine you were Pamela Newman working for ABC Company. You have just received a complaint letter about the quality of your product. Write back to reject his complaint. You need let him know that your quality control engineers have tested the goods they sent back and they turned out to meet all quality standards.
Therefore, you cannot accept the return as faulty goods and unable to offer a refund. But as a goodwill gesture, you may consider giving him a 5% discount for next order.
Writing

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