For : Hara Ku
Re : Feedback on Letter of Complaint to Lacoste
This memo is in response to your request to closely review the complaint letter sent to the Head of Customer Service Department at Lacoste for alleged dissatisfaction with the way customer service handled your inquiry regarding a missing package. Upon evaluation of the letter, I would first like to commend you on the inclusion of needed details to enable the recipient to appropriately address your concern. This included the date of the order, the order number, the product details, the shipping details, the assigned courier, and the events that transpired. Likewise, the format and language used was clear, concise, and straightforward.
On the other hand, inasmuch as I similarly share your contention of writing the complaint letter to Lacoste as the manufacturer of the product and the one which contracted a courier, there could be improvements in terms of addressing the complaint letter to United States Postal Service (USPS) as the deliverer, and apparently, the party responsible for misplacing the package. The letter could be addressed to Lacoste and copy furnished to USPS, but also clearly indicating your intended course of action from both organizations.
As to the structure, the transcription of the events was somewhat lengthy as all pertinent information was lumped in one paragraph. You could have divided the paragraphs according to events that pertained to Lacoste; and those that transpired from USPS’s delivery and misplacement of the package.
Finally, the tone and the you-attitude learned were clearly manifested in the letter. The course of action was likewise effectively identified.
Overall, the letter contained all the necessary components of a letter of complaint and I hope that the recommendations proposed herein would assist in improving it.
For : Chunyuan Lai
Re : Feedback on Letter of Complaint to Dell Customer Service
Entrusted to make some recommendations on your complaint letter to Dell Customer Service and Technical Support Division, I am hereby noting proposals for improvement, pursuant to your memo dated February 21, 2013. First, I would like to acknowledge that you have complied with integrating the essential ingredients for a letter of complaint; which included in detailed contents of the information that led to the complaint, the scratches on the laptop, the failure to include the needed accessories (or deliver them on time), and the problems with the keyboard backlight.
As aptly warned that English was not your first language, the grammatical errors were therefore rationalized. You could therefore include according to the following:
Paragraph #/ Sentence # Grammatical Errors Noted Proposed Replacement
Par. 1/Sentence 1 unboxing retrieving
Par. 1/Sentence 2 lack of carefulness carelessness
Par. 1/Sentence 4 could be easily prevented should have been avoided
Par. 1/Sentence 7 it exceeds the delivery time exceeded
Par. 2/Sentence 1 ‘a’ technical issues omit ‘a’
Par. 2/Sentence 3 having exhibiting
Par. 2/Sentence 4 ‘will’ omit ‘will’
Par. 2/Sentence 5 then them
The tone was just appropriate and required given the extensiveness of the faulty features and problems that were encountered. As such, you effectively exemplified the you-attitude required in this type of letter. You also appropriately indicated the course of action required within the stipulated time frame prior to elevating the issue to the higher authority.
Overall, the complaint letter effectively relayed the intended message, as required. I hope my review and proposed changes would assist in improving your letter.
