Everything you need to know about adjustment letters

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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.
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