The strategy of writing a complaint letter or email


source: aturkus via flickr

I remember the first time I complained to a company. I hastily made an angry call and was flatly rejected. I composed myself and five minutes later I made another call. This time I used a calm tone and I read from a complaint script I found on the internet. The result–I was quickly offered a refund and an apology.

I learned that when you complain to companies, style points matter. Even if you have a legitimate complaint, you may not get fairly treated if you explain things the wrong way. There is a strategy of interacting with companies, and knowing it can put you in the best position of getting fair compensation.

I think the strategy is two-fold: first, be specific in your request, and second, show the company that you are a valuable customer.

The Consumer Action Website (a government website) has put the theory into practice and produced a great template for writing complaint letters or emails.

Sample email

I put their template to the test recently when I didn’t receive an online order. I modified the format to keep it short, and it worked like a gem. Here is my email:

————————————————————————————————

Regarding: [details of online order including date, order number, and my name]

I placed an order two weeks ago and it has not shipped yet. I chose your website over ten others and I am very disappointed in how long this is taking.

Please provide the order status and a shipping date. I also chose the free shipping option but I now worry I will be getting my order three full weeks after I have paid for it. I would like you to speed the process. Other companies have done so by talking to suppliers about backorders or by providing complimentary expedited shipping, and I would like to know the ways your company can help me with my order.

I look forward to your reply within the next two days before seeking help from the Better Business Bureau and/or other consumer protection agencies. Please contact me at the email address [...]

Regards,

Presh Talwalkar

————————————————————————————————

Final thought: a strategy I would avoid

“I’m never going to use your company again”

This is a questionable strategy. If you do use the company again, then it will be a hollow threat they ignore. On the other hand, if you truly will never use the company again, then you become much less valuable as a customer, and consequently you’ll likely be offered less compensation.

Repeat customers are worth more than one-shot customers, so I always try to give the appearance that I’ll use the company again (even if I am really fed up).

What are your tips?



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  • Ashley

    My mom, a lawyer, writes the best angry e-mails ever. I think the key is to be extremely polite and formal, but firm as well. Yelling and rudeness gets you nowhere. I think it’s beneficial to write a letter, too, because you can write out your thoughts and double check for any ire.

  • Scott

    I seem to remember a similar article here (I cannot seem to find it) but with a slightly different tone.

    The previous article focused on a balance between “too polite” and “too rude”. If you are too polite the company will realize that there is no significant chance of you leaving, so are not inclined to address your concern. Too rude, and they figure you will leave eventualy anyway, and are not inclined to address your concern (the “Fire your Customers” concept).

    Here, it seems the focus is more “polite” oriented. Which is a shame, because I rather enjoyed having a rational, game theory excuse for being at least a LITTLE rude. :)

    I think emotional satisfaction plays a part and emotional outburts allow for that, though they can be self-defeating in the end. Yes, you’ve yelled at the peon at the other end of the phone that is really not at fault for your problem, but that may simply hamper his efforts at fixing your problem.

    I’ve used tactics like you describe here before, but have not really had success. I’ve had periodic problems with my cable and, while explaining that I enjoy the service, also mentioned that the problems have been making it difficult to enjoy said service. While the other end of the phone appears to be sympathetic to my plight, I have really seen no tangible benefit from it. One cause of this, I believe, is that every time I call it’s tabula rasa. I have to explain my problem, from the beginning over and over. With no sort of continuity, they really don’t get a feel for the frustration I’m in. For them, there is no difference between me experiencing the problem once, or fifty times. But I have really only worked with the peons on the phone, so perhaps I will have better luck with an e-mail to someone higher up. I haven’t experienced the problem as of recently, so maybe it won’t have to come to that.

    What do you think about calls from business with whom you have no business nor intended business (random telemarketers)? Is there any drawback to simply being rude and complaining? (Burn bridges you don’t have)?

  • http://www.mindyourdecisions.com/blog/ Presh Talwalkar

    I too like writing because as Ashley suggests you have a chance to organize your thoughts.

    Scott I think you are referring to this article about dealing with bad service:

    http://mindyourdecisions.com/blog/2008/05/27/how-to-deal-with-bad-service%E2%80%94be-reasonably-unreasonable/

    The other article was dealing more with personal interaction–being slightly rude in person is one way you can signal your true frustration…

    For cable companies and others I agree it is annoying that they don’t understand your frustration. This has become less of a problem for me as many of my services have improved their customer service quality in the last few years (they really want customer retention). Just be persistent and ask for someone that can help (a manager or just someone else).

    As for telemarketers, I hang up immediately even if they persist! I think this is a good solution for both sides. I certainly don’t want their stuff and I want to end it quickly. This is good for them too–telemarketers are paid either on number of calls or commissions. The worst case is a customer that isn’t interested but keeps leading them on and wasting their time. I am never rude but I do try to end their calls. I say “I’m not interested, good bye” and once (or twice if they persist) and then hand up.

  • james

    Really helpful article. I’m a new teacher and I was told to teach this to my students but I have no experience in the field so this helped a lot. I also found this article while researching the topic in case anyone else finds it useful.
    http://www.life123.com/career-money/business-correspondences/complaint-letters/writing-an-effective-complaint-letter.shtml

  • http://N/A Deborah Burns

    I really need someones help! I will be as brief as possible.
    My husband has Multiple Sclerosis and has been going to a group of Neurologists for 6+ years now. All along things have been fine until just one month ago. My husband John had an emergency appointment to see one of the on duty Dr’s. Because his appt. was early he seen one (of the 13 Dr’s) which we had never seen before. My husband and I tried to explain to the Dr. our dillema with the 20% co-pay, and his monthly 350 perscription cost. We desperately tried to explain that we are really getting into financial difficulties, and if she could limit (if at all possible) any testing required. We are in serious trouble financially over this disease & no medical coverage. My husband and I both have the utmost respect for his specialists, so we were shocked when 1 week later my husband rec’vd a “Letter Of Warning” from this Dr. Just thereafter the blood lab bill came in and she had (unbeknowns to us) tested John for a drug screen panel (x7) at the tune of 729.00 — There was nothing to substantiate any of this. We were, and still are appauled by this.
    I am trying to write a complaint letter where I will formally ask for the “Letter Of Warning” to be removed from his file, also I’d like to state that we have no intentions of ever returning to see her SPECIFICALLY, yet we do not want to lose the other Dr’s within this practice.
    I want to send a “cc” to our regular Dr @ this office, also the President of “Michigan Neuroly Ass.” – I just do not know where to begin, or what to say. I have researched my brain dry!! I understand how to format the letter & all, but exactly what to say, and how I am petrified.
    ANY help at all and I would be forever greatful.

  • http://www.mindyourdecisions.com/blog/ Presh Talwalkar

    Sorry to hear your situation. Have you tried working with a patient advocacy group? I heard about the idea from this article about appealing health claim denials.





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