Manufacturer Answering Complaint from Customer

manufacturer answering a complaint from a customer

Sample business letter manufacturer answering a complaint from a customer is a letter that expresses sincere regret over customer's problems with the machine and refers the customer back to a local dealer.

Dear...,

Thank you for your letter on January 19th. 

Of course, we here at Brighter Manufacturers are deeply concerned when one of our customers is not satisfied with our product. We take great pride in trying to produce only top quality machines and for the most part, we think we do.

Unfortunately, judging from your comments, it's apparent that you have a defective product. It's most regrettable that such an incident has occurred.

Please accept my deepest apologies; we're sorry to have inconvenienced you.

If you return the machine to the dealer who sold it to you, he will replace it with a new one or if you prefer, refund the purchase price to you.

Sincerely,

Your name

To Customer Whose Order Cannot Be Filled Due To Company's Error

order cannot be filled due to the company's error

When the company made a mistake and admits it, this letter tries to explain possible reasons for the mixup but does not try to excuse it. Apologizes sincerely and encloses a refund for the customer's original payment. Offers information on other products customer may want.

Dear...,

I regret very much the difficulties you have been having with our company. I have investigated the problem and I am at loss to explain exactly what happened.

We searched our records and cannot find your original order, although because of your letter did deposit your check. I have no excuse for our inefficiencies. It is possible that when we opened up our new branch office, some files were lost and yours may have been among them. The move took place about the time you originally wrote to us.

In the meantime, since we have discontinued the sale of machine you ordered, I am not able to fulfill your order. Therefore, I am enclosing a check for $500.00 as your refund, plus $100 more for the inconvenience you've experienced.

I am also enclosing some information concerning some of our newer products in this category and hope you might be interested in one or more of them.

Sincerely.

Your name

Rejecting The Request to Change A Contract

rejecting the request to change a contract

Sample business letter rejecting the request to change a contract is a sample on how you can reject the request but in a polite way without hurting your customer feeling. The point of the letter right away and you are showing that you operate in good faith with all of your customers. You also explains or gives a good reason that a logical businessman should understand.

Dear...,

Thank you for your letter of February 20 in which you asked about revising the printing schedule for your next two books. Whenever possible, we try to assist the needs of our customers.

In this case, unfortunately, we have examined our schedule of commitments for the next four months and find we are booked solid. This makes it impossible to change the work schedule that we agreed upon in the contract.

For us to work fairly with all of our customers, we must stay with our original schedule. I hope you understand our position.

Sincerely,

Your name

Saying No to Request for Special Order

saying no to request for special order

Friendly and helpful shows customer that company personnel on all levels joined in trying to meet customer request. By offering to refer the customer to a qualified competitor, the company shows its commitment to serve the customer. Builds goodwill and customer loyalty.

Dear...,

Our sales representative for your territory, Black Pink, has come to me concerning your special request and I wanted to reply to you directly.

Yes, at times we do run special jobs, changing sizes or colors for one particular order, but we have to consider many factors before we can accept the order.

I spoke to our production manager and he did a bit of research and calculating. I'm sorry to report that even if we did the job for you at cost, it would run well above the price range you anticipated. The reason? Since we would only be running this job for you, we would have to order what in the business is a very small order for those special materials you want. Our supplier gave us a rather steep quote and explained that the special handling and delivery charges would amount too much less per item on their more routine large quantity orders.

I'm checking further with our suppliers to find out which manufacturers in the area working with these materials would be best equipped to run the job for you and deliver quality work and to offer you a fair price. I'll get back to you in a few days.

And do not worry, I know this business and I know my competitors. I'll make sure we refer you to a firm with a reputation for the kind of workmanship and dependability we pride ourselves on giving you.

We do appreciate your business and I'm glad you asked our salesman about this job. Next time you have a special need, please do not hesitate to contact me again. We'll try our hardest to do it for you but if we cannot, we will find the best company that able to help you.

Sincerely,

Your name

Refusing Claim When Buyer is To Blame

refusing claim when a buyer is to blame

The letter below is a polite way of saying no to an adjustment request. It thanks the customer for bringing the problem to the company's attention, shows an understanding and grasp of the customer's problem, but at the same time, explains the company's side of the story.

Dear...,

Thank you for writing to me about the wallpaper which was delivered to you last week.

We appreciate your honesty in describing your predicament, but at the same time, we're sure that you can appreciate the difficulties we have had to satisfy your decorator's specifications.

Since the wallpaper we sent you is a special design that was made to your decorator's specifications, we are unable to return it to our regular inventory. Unfortunately, we cannot honor your request.

Perhaps your decorator can suggest another use for this specially designed wallpaper, or maybe even another one of his clients may be able to use it.

Thanks again for giving us this opportunity to explain the situation.

Sincerely,

Your name

Denying Free Replacement of Goods Because of Expired Warranty

denying the free replacement of goods because of the expired warranty

A very common situation involving a warranty or lack of, this letter handles the problem without discouraging the reader. The writer offers a numbered explanation that tells exactly why the company won't honor the warranty. The company offers an alternative and appears to give the customer expedient service.

Dear...,

Thank you for giving us a chance to inspect the malfunctioning washing machine which you returned for warranty appraisal.

Our examination showed us the following points,

1. No defects were found in materials or workmanship,

2. The time when these problems occurred extended four months beyond your one year warranty.

3. The Main-PBA was full of mold due to the location was too humid, which the washing machine supposed to be placed in a dry area.

In view of these circumstances, we are unable to apply the warranty. However, if you wish the warranty then we will give you a free cost estimate on repairs of your Main-PBA along with our 3 months guarantee on parts and performance. The repair should take no more than one week.

We await your decision.

Sincerely,

Your name

Sample Business Letter To Customer Causing Problems With Their Own Orders

sample business letter to customer

Sometimes it is necessary to drop the business precept the customer always right and to explain to the customer exactly how their behavior affects your service. This letter clearly explains the problem and offers a solution. It worked because the vendor incorporated an extra step into the routine shipping process for this customer, to accommodate the tendency to change the customer mind. The alternative, taking the blame for errors caused by the customer could have resulted in the customer switching vendors because of bad service.


Dear...,

We have been doing business together for a long time and I value our relationship. But lately, we've been having trouble giving you the kind of service both of us want you to have. The core of the problem is your practice of ordering one thing, then after the order is placed, changing your mind. This has happened in the past dozen orders.

When you don't get what you want, it holds up your operations. I feel frustrated and my staff is demoralized.

I would like to approach a different system with you. Just before your order is processed, one of our expediters will call you and check the order with you. That will be your chance to change it and if you do we'll send you a written copy of the changes immediately. That will give you a chance to check it.

This will cut down on delays and errors and ensure you the kind of service that keeps your operation running smoothly.

Sincerely,
Your name

Standard Adjustment Letter for Damaged Goods

standard adjustment letter for damaged goods

A typical adjustment that can be adapted to any product. After the apology, the adjustment officer explains how the company plans to resolve the matter. In ad adjustment letter, whenever the customer has a legitimate complaint, it is important that you thank him for bringing the matter to your attention.

Dear...,

We are indeed sorry to learn of the difficulty you have had with your air conditioner.

A new unit was shipped yesterday to your home. Our service representative will install the air conditioner as soon as you call him after it arrives, and he will pick up the damaged air conditioner at the same time.

We thank you for bringing the matter to our attention as we take pride in our products. Accordingly, you can be assured that the other unit will go straight to our quality control department so we may find out exactly what is wrong with it.

We are sorry for the inconvenience.

Sincerely, 

Your name

Manufacturer Replying to Dealer About High Advertising Costs

business letter example manufacturer replying to dealer

Manufacturer replying to the dealer about high advertising costs is a sample letter when the dealer passes on a comment by customers, good or bad, a manufacturer is lucky to get the feedback. This reply takes the time to explain why the company spends so much on advertising, in language that will make sense both to the dealer and to customers. It gives the dealer specific facts and information that he can use when the complaint comes up again. The dealer is also a customer and this letter treats him politely and appreciatively.

Dear.....,

I appreciate your passing on your customer's complaint directly to me. We sometimes hear the same that our prices could be lower if we spent less money on advertising. We wish that were the case but it just not true.

The great retailer Rubicon was credited with saying, "I know I waste half my advertising dollars. The problem is I do not know which half". I think manufacturers find themselves with the same dilemma.

Careful research of our own shows that in today's competitive business climate, we just could not survive in the camera industry without the extensive print, television, radio and web campaigns that we use. We don't advertise to make ourselves feel important. We do it because it is absolutely vital to our business.

Read also: 

• How to Write a Letter for Turning a Problem Into Better Service to the Customer
• Sample Business Letter from Department Store to Dissatisfied Customer

And let me put our advertising costs in perspective. The millions of dollars we spend annually for advertising constitute only a small percentage of our total sales and marketing costs and only a few cents of the cost of each camera. Costs for our salespeople would be exorbitant and less purposeful if they did not have the support and benefit of our advertising pre-selling.

We review our total marketing efforts several time a year to ensure that we are allocating the most reasonable amounts for the most effective results in each area, advertising, promotions, and direct sales.

Perhaps you can pass this reasoning along the next time a customer raises the argument.

Sincerely,

Your name

Sample Business Letter Referring a Customer Elsewhere for Information

referring a customer elsewhere for information

Sample business letter referring a customer elsewhere for information is a sample that goes as far as it can in offering the customer advice and information, and then refer him on to more direct sources of information. The detailed response and friendly tone are aimed at giving the customer the feeling he is always welcome to ask for advice.

Dear.....,

Thank you very much for your letter of January 15 regarding institute programs for business executives.

Longan Institute's program, "Managing Organizational Effectiveness," is the only summer program we know of specializing in personnel management. Many other Institute also has programs in human resources management, but they did not offer summer programs.

Read also:

• Sample Business Letter Format for Seeking Business Associate's Advice
• How to Write Business Letter for Asking Referrals

Enclosed is information on all four programs, so you can write to the schools directly for more up to date information.

We hope this will be of help to you and wish you every success in your career development plans.

Sincerely,

Your name

How to Write a Letter for Turning a Problem Into Better Service to the Customer

turning problem into better service

Business letter turning a problem into better service for the customer is a sample that most salespeople make efforts to adjust problems their customers have with their orders. But excellent salespeople use these problems as an opportunity to establish better communications with the customers and better ways of servicing him in the future. This customer ended up extremely pleased with the improvements in service resulting from his own custom checklist and he became one of this salesperson's most loyal customers.

Dear.....,

As a result of the delivery problems you had with us last week, I have met with our shipping and production managers to work out a better system for handling your account. We know we made a mistake on your last order and although we replaced it for you, we want to make sure it doesn't happen again.


Read also: When Prospect Expected to Receive a Telephone Call


We have therefore developed the enclosed checklist to use on each of your future orders, including your firm's particular specifications such as packaging requirements, where the print should appear, etc. I know we can service your company better and help your operations run more smoothly with this safeguard.

I'll call you in a few days to see if you have any additional points you'd like us to include.

Sincerely,
Your name

Sample Business Letter From the Department Store to Dissatisfied Customer

from the department store to the dissatisfied customer

Sample business letter from the department store to the dissatisfied customer is a apologizes for the discourtesy of the store employee, and explains how the situation will be corrected. Shows appreciation for long time customer's bringing the matter to the attention of management, as well as for her business. Aims to maintain customer's loyalty and to uphold the department store's popular reputation for service and quality.

Dear.....,

Thank you for writing and telling me about your unpleasant experience with the head of our suburban branch store's shoe department. I apologize for the way he treated you, and I would like to rectify this situation as soon as possible.

You are absolutely right, the problem you have had with your boots should not occur in just one season of wear. And regardless of which branch you bought the boots in, any branch should serve you and arrange for the necessary repair. The photocopy you sent of your receipt was sufficient for me to check back on our computer's sales and inventory records.

Please ship the booths to our Manhattan store, to my attention and I will send them back to the manufacturer. If they cannot repair the boots properly, we will send you a new pair. We will, of course, reimburse you for the postage.

Please don't hesitate to call on me again if there is anything I can do to help you.

Sincerely,

Your name

Sample Business Letter When Warranty Doesn't Cover Repair Costs

When Warranty Doesn't Cover Repair Costs

The sample business letter when the warranty doesn't cover repair costs is a sympathizes with customer's aggravation and thanks to them for giving the company a chance to explain. Clearly explains why the service contract does not cover this repair and appeals to the customer's sense of fairness by saying that, in similar situations, the company asks other customers for payment. Shows a sincere desire to prevent future expense and aggravation by inviting the customer to learn more about the care and use of the product.

Dear.....,

Thank you for your letter questioning our bill. I'm glad you've given us the opportunity to explain our policy and to avoid any future misunderstanding.

We certainly understand your aggravation at receiving a bill when you are paying a yearly service charge. While we do guarantee monthly maintenance service and free calls whenever your photocopier breaks down, our contract clearly states that we do not incur the costs of repairing damages caused by misuse.

Our serviceman examined your photocopier for several hours at your office and then brought parts of the machine back to our office center for further examination by our experts. These engineers determined that the problems you were experiencing were caused by someone pouring a full cup of toner fluid into the compartment for developer fluid.

The bill for $50.00 is based on our labor costs in repairing the damage caused by that mistake. We did not charge you for our serviceman's call, which is covered by your contract with us. Since we insist that all our other customers pay for any repair not covered by their contracts, we cannot in fairness make an exception in your case. I hope you will understand our situation and send us your payment.

We'd like to help you learn how to prevent this kind of problem in the future, and the inconvenience that it causes everyone in your office. Won't you send one of your secretaries to our free training program? It consists of two one hour sessions and is run especially to instruct office workers on the proper care and maintenance of our copiers. Just give me the word, and I'll be happy to reserve a spot in our next class.

Sincerely,

Your name

Sample Business Letter Format for Seeking Business Associate's Advice

seeking a business associate's advice

Sample business letter format for seeking business associate's advise is a sample that tells why they need the advice and specifically what they need to know. Asks in an appreciative and respectful manner. Ends by offering to return the favor in the future.

"Dear.....,

We're thinking of moving to new office space within the next five months, probably in the downtown area.

I remember you went through a lot of headaches three years ago when you people made your move. I'd be grateful if you would share with me some of the expertise you gained "the hard way".

I'd especially appreciate your advice on what to look for and how to protects ourselves when contracting with real estate brokers, moving firms and office space designers. Also, any firms you would recommend in those areas.

Please call me at ABCDEFGHIJ if you'd prefer to give the information over the phone.

Thanks in advance for your help, and please don't hesitate to contact me if there is anything I can do for you.

Sincerely,
Your name"


Word File this sample business letter format available here.

Sample Business Letter for Asking Supplier to Replace Defective Equipment

sample letter for asking the supplier to replace defective equipment

Sample business letter for asking the supplier to replace defective equipment is a sample that states the problem rationally and matter of factly. Appeal to the vendor's sense of fairness and desire to maintain its good reputation.

"Dear.....,

Three weeks ago your company shipped us an ABC washing machine. It has broken down four times since then. Each breakdown meant hours of time lost on the machine, as we waited for the serviceman to respond to our call, and then to obtain parts to fix it.

The washing machine has broken down once again, and although service is included in our one year warranty, we do not want it serviced. We want you to replace it with a new machine. Obviously, there is something defective about this machine, and we can no longer permit the interruptions and irritation caused by constant breakdowns.

We bought your washing machine because of your company's reputation for quality goods and fair play. Do not give us a reason to lose that confidence. Please let me know when I can expect to receive a new washing machine.

Thank you for your cooperation.

Sincerely,

Your name"

Word File this sample business letter format available here.

How to Write Business Letter for Asking Referrals

Letter for asking referrals

The time to ask for referrals is when your customer expresses appreciation for the help your product or service has given to him. This asks straightforwardly for referrals and makes it easy for the customer to respond by enclosing a form and email.

Dear .....,

It was good seeing you last week. I was very glad to see for myself that the new cooling system we've developed for manufacturers in your industry. And while we spend most of our time servicing valued customers like yourself, we're always interested in bringing on more good customers.


Read also: Sample Condolence Letter

I'd appreciate your suggesting some of your industry associates who also may be able to benefit from our systems. I'm enclosing a form so you can list their names and addresses, and return it to me in the enclosed self-addressed email.

Thank for your help, and see you again on the 15th.


Sincerely,
Your name

Sample Business Letter for Asking Goods Which Haven't Received

free business letter to asking goods which haven't received

Sample business letter format for asking goods which haven't received is a polite email to asking your goods which already shipped but haven't received, without offending the sender.

"Hi Marsha, 

I hope this finds you well...

To date I still haven’t received the Laptop I ordered from you last June. Can you help me check from your side where the goods are at the moment? I assume you tracked the shipment?

Thank you and regards,

Your name"

Word File this sample business letter format available here.

Sample Business Letter to Announcing a Policy Change

free business letter format for announcing a policy change

Sample business letter to announcing a policy change is a response to the request by forwarding information instead of leaving the reader hanging. Provides good information.

Dear.....,

In response to your letter of August 3, I regret to inform you the Rebecca O. Foundation no longer directly controls the events and photographs of the Rebecca Annual Events. In order to obtain the events you request, you should contact (name and address). In the meantime, I have forwarded your letter to her and she will be expecting an inquiry from you.

With all good wishes,
Your name


Read also: Asking Supplier to Replace Defective Equipment

Responding Customer's Thank You Letter

responding customer's thank you letter

This sample business letter format is a reply with references to the individual customer's specific situation, while also taking the opportunity to tell him the center is in its second year of operation. A warm, friendly letter that assures customer business is appreciated.


Dear.....,

We greatly appreciate your letter outlining the assistance and direction you received in diagnosing the problem, and then the installation of a new sewing machine in your new garment factory. We are now into the second year of our Center's operation and we continue to receive letters from consumers like yourself indicating a very high level of satisfaction with this consumer service.

We're pleased that our Technical Specialist assisted you so capable and want you to know that you should have a need to contact us in the future, you will find any one of our staff members equally responsive to your request for assistance. If we can be of service to you again, please do let us know. Again, thank you for your very kind letter.

Sincerely,

Your name


Word File this sample business letter format available here.

Sample Business Letter to Explaining a Brief Delay

explaining a brief delay

Sample business letter explaining a brief delay is a direct and friendly letter which explains a delay. Gives a definite date of delivery and as always, shows the customer his business is welcome.

Dear.....,

Many thanks for your order for A4 Paper No. 581.

Due to unusually heavy demand for these papers, we're temporarily out of stock and will have to order more from the manufacturer. Be assured that your papers will be delivered by February 16.

If we can obtain the papers any sooner for shipment, you will, of course, get an earlier delivery. I'll keep in touch with you.

Sincerely,

Your name


Word File this sample business letter format available here.