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    Writing Complaint Emails

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    207002 Võ Thúy An
    The document provides guidance on writing an effective complaint email. It recommends addressing the sender and recipient, including a descriptive subject line, and using a polite greeting. The email should explain the purpose and introduce the complainant. It then describes the problem and requests specific actions to resolve the issue, such as replacing faulty goods. Supporting documentation should be attached where possible. The email should request a timely response and close professionally. Positive language should be used to maintain a respectful tone when describing any issues or requesting assistance.

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    Writing Complaint Emails

    Uploaded by

    207002 Võ Thúy An
    12 views9 pages
    The document provides guidance on writing an effective complaint email. It recommends addressing the sender and recipient, including a descriptive subject line, and using a polite greeting. The email should explain the purpose and introduce the complainant. It then describes the problem and requests specific actions to resolve the issue, such as replacing faulty goods. Supporting documentation should be attached where possible. The email should request a timely response and close professionally. Positive language should be used to maintain a respectful tone when describing any issues or requesting assistance.

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    The document provides guidance on writing an effective complaint email. It recommends addressing the sender and recipient, including a descriptive subject line, and using a polite greeting. The email should explain the purpose and introduce the complainant. It then describes the problem and requests specific actions to resolve the issue, such as replacing faulty goods. Supporting documentation should be attached where possible. The email should request a timely response and close professionally. Positive language should be used to maintain a respectful tone when describing any issues or requesting assistance.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    12 views9 pages

    Writing Complaint Emails

    Uploaded by

    207002 Võ Thúy An
    The document provides guidance on writing an effective complaint email. It recommends addressing the sender and recipient, including a descriptive subject line, and using a polite greeting. The email should explain the purpose and introduce the complainant. It then describes the problem and requests specific actions to resolve the issue, such as replacing faulty goods. Supporting documentation should be attached where possible. The email should request a timely response and close professionally. Positive language should be used to maintain a respectful tone when describing any issues or requesting assistance.

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    © All Rights Reserved
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    COMPLAINTS

    Having a problem with a product or service can


    be frustrating. Then, you may need to write a
    complaint email to discuss your concerns and
    resolve the problem with a representative of the
    UNIT 3
    supplier. This situation makes a complaint email

    COMPLAINT become important and the writer needs to


    EMAILS spend much time in approaching. Why? Because
    the email puts your complaint on record with
    the company, helps preserve any legal rights you
    may have in the situation, and lets the company
    know you’re serious about pursuing the
    complaint.
    PREVIEW
    From: M . Jackson, Customer Relations Manager, Dear Ms. Jackson,
    Hartford Importers Thanks for your email. After inspecting the
    To: G. Watkins, Purchasing Director, Liam Retailing entire shipment, I’ve come across a couple of
    Subject: Your shipment problems.
    Sent: November 5, 4:26 P.M.
    Most importantly, several of the Givex A-31
    Dear Mr. Watkins, stereo systems appear to have been damaged
    I heard from our customer service team that in transit. I’ll send these items back to you to
    there are some problems with the shipment of be exchanged.
    electric goods we sent you last week. I’m sorry Also, I noticed that the i-Nav GPS systems we
    for any inconvenience this has caused. Please let ordered were missing from the shipment. The
    me know more details about the nature of the i-Nav is a popular item in our stores, so please
    problems. send these to us as soon as possible.
    Warm regards, Cheers,
    M. Jackson G.Watkins
    ❖ Address the sender and recipient TEMPLATES - COMPLAINT EMAILS
    ❖ Subject line.
    ❖ Greeting (Opening salutation)
    ❖ Opening remarks: explain the purpose of the email
    a. Introduce yourself
    b. Reason for writing
    - I am writing in connection with my order PB340 which arrived this morning.
    - I am writing to complain about the quality of a product I bought from your website.
    - I am writing to draw your attention to the negative attitude of some people in your customer services section.
    ❖ Actions: address THREE tasks – here are three complaints. EACH task should show following main points.
    a. Describing the context/problem
    b. Requesting for action: suggest a solution to resolve the problem and possibly satisfy yourself.
    - I’d be grateful if you could………………………….
    - I wonder if you could………………………….
    c. Describing and mentioning attachments
    - Please find attached my invoice.
    - I’m sending you………………………….as a PDF file.
    ❖ Closing remarks
    - I hope you can settle this matter to our satisfaction.
    - An early reply would be appreciated..
    ❖ Email sign-off
    LANGUAGE
    • Remember that you are unhappy with the company, not the recipient. Try not to blame one
    person for a whole problem. Let’s keep the tone professional.
    • An effective email of complaint needs to be written in a firm manner by telling exactly what
    happened (or warning what will possibly happen).

    1. Describe your problem and the outcome you want. Be specific about what action you are
    requesting.
    2. Include key dates, such as when you purchased the goods or services and when the problem
    occurred.
    3. Identify what action you’ve already taken to fix the problem (and, if this is a very serious
    complaint, explain what you will do if you and the seller does not take care of the problem).
    4. Ask for a response within a reasonable time
    5. Attach a copy of any supporting relevant documentation such as a receipt or invoice.
    6. Also, you may want to include a positive sentence about the company or your previous
    experiences with the product in the email of complaint.
    LANGUAGE
    1. Opening remarks
    • I have a couple of complaints about…………………..
    • Please allow me to explain the problems we encountered.
    • I am writing in connection with …………………..

    3. Closing remarks
    • I hope that you will deal with this matter promptly as it is causing me
    considerable inconvenience.
    • Thank you in advance for your help in this matter.
    • I would appreciate your immediate attention to this matter.
    LANGUAGE
    2. Action

    a. Describe the problem


    Adjectives
    • One part was missing / broken / damaged.
    • It is defective.
    • The goods were faulty / damaged / in poor condition.
    • Our order was incomplete.
    • This is unacceptable / not acceptable / unsatisfactory.
    • I was very disappointed that this happened.
    • The unit is too large / small for our needs.
    • The invoice / bill / information is incorrect / wrong.
    Nouns
    • There is a problem / an error / a mistake in / on my account / bill / invoice.
    • There seems to be a misunderstanding.
    • The product I received was well below the standard expected.
    • The packing slip was not in the box.
    LANGUAGE
    2. Action
    a. Describe the problem
    Verbs
    • We placed / made / cancelled the order on May 6.
    • I purchased / bought / ordered a box of staplers.
    • It arrived / got here / was delivered too late to be of any use to us.
    • The equipment I ordered has still not been delivered, despite my phone call last week to say
    that it is needed urgently.
    • Our order did not arrive until today.
    • It was supposed to include directions.
    • It does not fit / work.
    • It fell apart / broke only after two uses.
    • We have had problems with the part.
    • I am returning the enclosed sweater because it is wrong color / size.
    • We were billed for the wrong item.
    • We were billed too much.
    LANGUAGE
    2. Action

    b. Request actions: suggest a solution to resolve the problem and possibly satisfy yourself.

    • Please replace / exchange the faulty goods as soon as possible.

    • Please arrange for the pickup of this defective part.

    • Please give / send me a credit / refund.

    • Would you please refund my money?

    • Please credit my account.

    • I think that we deserve compensation for the problems we encountered.

    • I would appreciate it if you would take care of this problem.

    • We must insist on an immediate replacement / full refund.

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