Formats01
__________LA Gadget Emporium__________ 119
S.
Muhammad Asif Khan
March 5, 20XX
Mr. Yew Wong
47875 Elk River Rd.
Eureka, CA 95501
Dear Mr. Wong:
The Speedo Fruit and
Vegetable Peeler® you returned to us on a February 22 is
damaged beyond repair and we have taken the liberty of discarding it for you.
In your letter you mentioned placing
the peeler in the utensil basket of the dishwasher.
The cleaning instructions that came
with your LA Gadget Emporium purchase clearly explains that the cutting blade
is removable and dishwasher safe. The cautionary note, printed in bold red ink,
specifically warns against putting the entire peeler in the dishwasher.
Gadgets of this sort are battery
operated and may not be put through the extreme heat, wash and rinse cycles of
a dishwasher.
I’m sorry that we I am unable to
replace your gadget. Please accept the enclosed coupon good for 15% off your
next purchase of $50.00.
Sincerely,
YOUR NAME
Customer Service Representative
Writing-Adjustment-Letter-Formats
Format 02
Dear,
Please know that Doe Auto Supply regrets your dissatisfaction with the seat
covers you purchased last May. You are correct that the seat covers came with a
warranty. In order to receive a refund you must return the seat covers in their
original packaging and with the store receipt. These conditions appear on the
box the seat covers came in. We will comply with our warranty as soon as we
receive these items.
Sincerely,
Format 03
Dear [Customer]:
I can imagine how disappointed you must have been to discover that the backpack
you bought from Doe Camping Supply was too small to hold your gear for an
extended trip. While I sympathize with your plight, you did buy the backpack
during our two-day Thanksgiving Blowout Sale. Signs posted during the sale said
that we could offer no refunds or exchanges. This is the only way that Doe's
can continue to bring you such low prices on our blowout sales. Having to
process returns and exchanges would greatly increase the price of the gear.
I am enclosing a $5.00 gift certificate you
can redeem at any Doe Camping Supply store. It is good on all merchandise,
including sale items. We value your patronage here at Doe's and hope you will
continue to consult us for all your outdoor supplies.
Format 04
Dear [Customer]:
We recently
received your request to cancel your life insurance policy and refund your
premiums. We are sorry that you feel unable to continue paying on your policy.
As for canceling
your policy, if you choose this option, we would be willing to transfer your
premiums to a new term policy. Otherwise, you will forfeit your premiums. If
you decide to convert to term insurance, please complete the enclosed forms and
sign in the space provided. If, however, after considering term insurance, you
decide that you prefer to cancel your policy altogether, please call 555-5555,
and we will be happy to oblige you.
Thank you for
your business. We look forward to serving you in the future.
Format 05
Dear [Customer]:
We are sorry to learn of your misfortune on Lake Springfield
when your propeller broke. We have determined from the picture you sent that
the 3 HP motor was one that we sold over five years ago, and we no longer stock
that model. Of course, a five-year-old motor is beyond any warranty period, so
we will not be able to replace the blade. However, we do carry a large stock of
universal propellers, which we offer at reasonable prices. Please come by the
store and we will be pleased to help you.
Format 6
Richard
Brooke
8th End Street, London
17th January 2018
Centerville Bicycle Corporation
London
Ref – Complaint dated 15th January 2018
Dear
Richard
This is
in reference to your complaint dated 15th January 2018. We are very sorry that
a broken bicycle had been delivered to your address. We take these things very
sincerely and can sympathize with you for the inconvenience caused to you due
to us.
In the
meantime, we would like to replace your bicycle with a brand-new bicycle of the
same brand with no shipping costs to you. Our delivery boy will come and
collect the defective product and deliver the brand-new bicycle. Also, we would
like to gift you a $100 gift card which can be used in any store, for the
inconvenience caused to you due to us. We hope that you will continue shopping
with us.
Thanking
You
Yours
sincerely
Joe Mendes
PFA – $100 Gift Voucher, it can be used anywhere.
Format 7
Umesh Sharma
Life sure Ltd.
Janakpuri
Delhi
Dear Umesh,
This letter is to acknowledge that your statement of
August 15,1999 did include a Rs 1654 overcharge. Thank you for calling it to my
attention. One of our new billing department employees failed to realize that
the current fee structure does not apply to our long-valued customers.
A statement showing the corrected amount will be sent. We
appreciate your business and hope that we continue to be your choice for
quality analytical service.
Yours truly,
Henry Diwakar
Format 8
Dear _________________,
First of all, let me offer my sincerest apologies for the poor
service you received at our establishment last Friday. It has always been our
goal to provide customer service that is polite, friendly and helpful. I'm
sorry that you were not treated with the respect that you deserve.
The employee in question has been disciplined over this matter. We
would also like to offer you a $15 gift certificate (enclosed), which can be
redeemed at any time.
Thank you for notifying us of the problem. We value your feedback
and your continued patronage.
Sincerely,
Format 9
Dear
Mrs xxxxxxxxxxx
Thank
you for your letter of 12 June 20XX. I was sorry to learn of your mother’s
passing and appreciate that this must be a difficult time for you and your
family. Please accept my sincere condolences.
An
investigation of your concerns regarding your mother’s medical care has been
undertaken by xxxxxxxxxx, Job Title. The outcome has been shared with me.
I
understand that Mrs xxxxxxxxxxx was … (Thorough explanation, going through the
details with clarity, honesty and compassion eg Please be reassured that …)
I
hope that we have been able to fully address all your concerns. If you have any
queries arising from the above then please do not hesitate to contact
xxxxxxxxxxx on xxxxxxxxxxx. I understand that you have declined the initial
offer of a meeting but if, having considered the response, you feel it would be
helpful to meet with the manager of the service then please do not hesitate to
contact xxxxxxxxxxx. She will be able to arrange a mutually convenient time for
you and your family to discuss any outstanding issues you may have.
STADARD
CLOSING PARAGRAPHS
Format 10
Dear
Mr. Richards,
Thank
you for your fax of 5th May 20XX.
Further
to your comments on Ground Operations, I am pleased to stay that steps have now
been taken to ensure that procedures are being carried out more efficiently.
In
particular:
1.
Extra sets of scales have
been installed at check-in and all baggage is weighed and screened.
2.
Excess baggage payments are
being charged.
3.
New cleaning staff have
been recruited from a different agency and are proving to be more satisfactory.
4.
Both sets of steps to the
aircraft are now being used to ensure ease of boarding.
5.
Cabin attendants and
counter staff have received instructions to allow only one item of hand baggage
onto the aircraft.
6.
Finally, I would like to
point out that on the day the Chairman made his visit we were suffering from
severe and unexpected staff shortages. I
can assure you that the fifty-minute delay was entirely uncharacteristic.
I
hope that these measures will answer all your concerns. We look forward to your
next visit so that we can show you these improvements at first hand.
Yours
sincerely,
L. Atienza
Format 11
Nittany Software
State College PA
March 17, 20XX
Mr. George Branfman,
3322 West College
Ave.
State College PA
16801
Dear Mr. Branfman,
Thank you for your letter
about our Get Organized® time management software & CD, and your conclusion
that it did not live up to the promises implied in the sales material for it.
We certainly agree that our products should be functional and effective, and
that’s why we stand behind them with our unique 48-hour warranty.
We note that your
software package was purchased last August, and is thus out of warranty.
Moreover, a review of our promotional material showed no statements therein
that the software would enable users to increase their GPA while sleeping till
noon and consuming an additional case of beer each week.
While we’re unable to
replace this package, we believe Nittany Software can still be of help to you.
We have just introduced a new product, Sober In Time for Graduation, which we
feel fits your situation. And I am enclosing a special $10 off certificate,
good on this or any other Nittany Software, as described in or catalog.
Thanks again for
being in touch with us. We at Nittany Software strive constantly for the highest
quality in our products, and we appreciate your feedback.
Yours truly,
Gramm Spaniel,
President
Claim and Adjustment Letter Sample
Your Name:
____________________
Your Job Title: ____________________
Your Address: ____________________
Your Contact Information: ____________________
[Date]
[Recipient's Name]
[Recipient's Job Title]
[Recipient's Company Name]
[Recipient's Address]
Dear [Name],
I am contacting you with regards to the
shipment number 3522 that we ordered on [some date]. I want to draw your attention to important
matters:
[The Claim Part]
First, the shipment was scheduled for delivery
on [some date] but was actually delivered on [some date]. The delay in delivering the products caused
disruption to our workflow and a significant amount of inconvenience to our
customers. Your team failed to inform us of the delay, not even a quick phone
call or an email.
Second, the quality delivered was 1,500 packs,
which is 500 less than our order. Again we were forced to inconveniently adjust
our business process to accommodate for the incomplete supply from your side.
I am hope that you agree with me that this
business conduct is not acceptable under any circumstances and that your team
is fully responsible for this incident. We expected a more professional service
from a company of your size and reputation. We are truly disappointed and
frustrated from what happened.
The Adjustment Part
In the light of what has been said, we request from you to resend the missing
quantities as soon as possible. Additionally, your company is required to
reimburse [your company name] with an amount
of [some amount] as listed in the terms and conditions of
the agreement signed by both parties. I am sorry that matters reached to this
point but we can't compromise the satisfaction of our customers nor accommodate
errors like that.
Answering the letter of complaint, accepting or rejecting it.
Useful Expressions
Acknowledging receipt of a complaint letter
·
Thank you for your letter of … regarding /
concerning / in connection with …
·
I refer to your letter of … about / relating
to …
Apology for the error or fault
·
We must apologise for …
·
We sincerely apologise for …
·
Please accept our apologies for …
·
I would like to apologise for the error made
by our company in (verb+ing)
Accepting the Complaint
·
We agree that the usual high standards of our
products / services were not met in this instance.
A short explanation of the fault
·
Introductory phrase
o
As a result of our investigation, we found
that... (Not: After our investigation...)
·
Causes
o
The error was caused by … / was due to …
o
Apparently, the problem was the result of … /
resulted from …
o
The cause of / reason for the mistake was …
·
Effects
o
As a result …
o
This led to …
o
Consequently …
·
Solutions
o
We have modified / changed our ...
o
We have implemented a system to...
o
To prevent re-occurrences, we have set up a
verification procedure.
·
Assurances
o
We assure you that this will not happen again.
Investigation to be made
·
We are currently investigating the cause of
...
·
We will investigate the cause of...
Proposal to settle the difficulty
·
As a gesture of our regret, we are prepared to
…/ we are willing to …/ we would like to …
·
To show goodwill, we will …
An offer to take goods back, make a replacement, give a discount etc.
·
We have dispatched the new items by express
courier. They should arrive by Friday, 28 November 2008.
·
To show our goodwill, we would like to offer
you a 5% discount on your next order with us.
Regret at dissatisfaction
·
While we can understand your frustration, ...
·
We understand how disappointing it can be when
your expectations are not met.
Rejecting responsibility for the problem leading to the complaint
·
I regret to inform you that …
·
I am afraid that …
·
Unfortunately, I must point out that …
Reasons for the rejection
·
This is because the guarantee period has
expired.
·
This is due to the fact that the guarantee
period has expired.
If a third party (another person or
organisation) is to blame, direct the complainer to that party
·
We therefore suggest that you contact...
A concluding paragraph aiming at retaining the goodwill of the
customer
·
We look forward to receiving your further
orders, and assure you that they will be filled correctly / promptly
Everlong Batteries
171
Choi Hung Road
Hung Hon, Hong Kong
Tel/Fax 2235 2449
25 Nov 2008
Mr J Wong
Purchasing Officer
Fortune Goods
317 Orchard Road
Singapore
Dear Mr Wong
Order No. 2639/L
Please accept our apologies for the error made by our
company in filling your order no. 2639/L dated Friday, 21 November 2008.
You ordered 12,000 size Ultra super-long-life premium
batteries, but our dispatch office sent 1,200. This was due to a typing error.
The balance of 10,800 batteries was dispatched by express
courier to your store this morning and will arrive by Wednesday, 3 December
2008.
Since we value your business, we would like to offer you a
10% discount off your next order with us.
We look forward to receiving your
further orders and assure you that they will be filled correctly.
Yours sincerely
David Choi
Distributions Manager
Sample
"Adjustment Letter" That Says 'Yes."
Nittany
Software
State
College PA
March
17, 20XX
Ms.
Georgette Branfman,
3322
West College Ave.
State
College PA 16801
Dear
Ms. Branfman,
Thank
you for your letter about our Get Organized® time management software & CD,
and your conclusion that it did not live up to the promises implied in the
sales material for it. We certainly agree that our products should be
functional and effective, and that’s why we stand behind them with our unique
48-hour warranty.
We
note that your software package was purchased last August, and is thus out of
warranty. However, a review of our promotional material showed that it did
indeed suggest that the software would enable users to increase their grades
while sleeping til noon and consuming an additional case of beer each week.
That
is our mistake, as a review of our test marketing results showed that the
software’s effectiveness wore off rapidly after 10:00 AM or two additional
six-packs, whichever came first. These effects were further reinforced when the
student’s computer was turned off. Consequently we are enclosing our check for
$399.99, the purchase price. We are
also
revising our promotional material to make it more accurate.
We
hope this demonstrates our commitment to the highest standards of quality in
software for students, and we hope you will again turn to Nittany Software for
your time management needs. I am enclosing our latest catalog for your
convenience, and hope we will hear from you again soon.
Sincerely,
Jorge
W. Bush,
CEO
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