Adjustment Letters
Responses to letters of complaint are called adjustment letters. They are of three forms.
- 100 percent yes.
- 100 percent no.
- Partial adjustment— you could agree with some of the writer’s complaints, but disagree with other aspects of the complaint.
Partial Adjustment Letter
Introduction:
State the good news first.
Discussion:
Precisely explain what happened, and then state the bad news.
Conclusion:
The last paragraph is your opportunity to win back a bit of the reader’s good faith in the company.
- Thank you for your letter regarding….. I was sorry to hear about the malfunctions your customers are experiencing. Since we are proud of our products quality, I am happy to replace the ten defective ones.
- Then ten …. , which were damaged during shipment due to packaging problems, will be replaced within six to eight weeks. I am unable to send a service technician to troubleshoot the remaining… That service is not part of our contract with you.
- If any of the … malfunctions, please call us immediately. We stand by our product, as you know from having been one of our satisfied customers for over a decade. I will be happy to help you in anyway I can.
