Letter to respond to a report

GUIDELINES

  1. If you do not have sufficient information to reply to the complaint as soon as possible, you can write this letter to aid. The letter is either requesting the customer for more details or informing him or her that you are still in the progress of collecting more details about the issue from other sources before reply. It helps to let the customer know that you are taking his or her complaint sincerely.
  2. Recognize the complaint and tell him or her your regret, referring to his or her issue or complaint, also thank him or her for writing a complaint.
  3. Discuss that you are still examining the problem. Request for more details that you need.
  4. End the letter positively and express confidence that you will help the customer to solve his or her request.

SAMPLE LETTER

[Senders Name]
[Address line]
[State, ZIP Code]

[Letter Date]

[Recipients Name]
[Address line]
[State, ZIP Code]

[Subject: Normally bold, summarizes the intention of the letter] -Optional-


Dear [Recipients Name],

First of all, I would like to thank you personally for doing business with XYZ Electronics. I am sorry to hear that you are not happy with the universal charger that you purchased three weeks ago. However, you were given the chance to test it before you paid for it, so we are sure that you were able to see the color of the wiring. We regret to inform you that we cannot provide you with a replacement just because the color is not to your liking. Furthermore, the box has already been damaged, so we cannot take it back again. I hope that you understand our reasons for not replacing the item. Thank you very much for your consideration.

Sincerely,

[Senders Name]
[Senders Title] -Optional-

[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -