Complaint Letter Guidelines
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School
McGill University *
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Course
250
Subject
Communications
Date
Feb 20, 2024
Type
docx
Pages
5
Uploaded by ChancellorEnergyKudu24
BUSA250: Complaint Letter (5%)
Wednesday, January 26
th
12:00 ET (noon)
Peer Editing Partners Assigned
o
On myCourses, navigate to the “Groups” tab. There, you will find a group entitled
“Complaint Letter Peer Editing” which includes yourself and your assigned peer editing partner
Thursday, January 27
th
Scheduled Class Time
Zoom Synchronous Lecture on Complaint Letter and Peer Editing
Thursday, January 27
th
23:55 ET
Draft of Complaint Letter Due
o
Return to the “Groups” tab and open the Discussions thread associated with your “Complaint Letter Peer Editing” group. There, please share your rough draft of your Complaint Letter as a .doc or .docx
Saturday January 30
th
23:55 ET
Return Peer Editing to Partner
o
Please return to the Discussions thread and share your peer’s assignment including your edits and feedback
Submit your Peer Edited Draft for evaluation
o
Please submit a .doc or .docx version of your drafted complaint letter including your peer’s edits to the Assignment folder associated with your “Complaint Letter
Peer Editing” group
o
As a reminder: you must submit your draft with your peer’s edits in order to achieve your participation grade for this exercise
Thursday, February 3
rd
23:55 ET
Complaint Letter Due
o
Submit your final complaint letter in the Assignments folder entitled “Complaint Letter – Final”
o
Please ensure you submit your Complaint Letter with the following file name: Lastname_Firstname_000_ComplaintLetter.docx
For this assignment, you have two options:
1.
Write a formal complaint letter in response to a product or service that did not meet your expectations. Consider any product or service that you currently pay for—could the quality of service be improved? Did the product meet your expectations and arrive in a timely manner? Could a service be made more accessible or expand its offering? Additionally, you could also write to a political representative about a policy or issue you
would like to have addressed. After you submit your final draft on myCourses, you may also forward your complaint to the service/product provider to which you have written for participation credit. Thus, please ensure that you use a real situation.
OR
2.
If you would rather not write to a real person or company, a second option is to write a letter in response to one of the prompts listed below. If choosing this option, students need to ensure that they are supplementing their scenario with additional relevant details. Since these prompts are fictional, there would not be a chance to send off the letter for participation credit.
a.
You regularly order groceries for delivery from Metro Westmount (4840 Sherbrooke St. W). Since the beginning of January, you have made 2 orders, both of which arrived late and were missing items. Write a complaint letter addressed to the manager of the grocery store (Fabrice Lassen), detailing your concerns and making your request.
b.
You purchased LED lights from Home Depot (
LED Lightstrip
) at 100 rue Beaubien O.. After a couple days of use, the lights malfunctioned. A Customer Support Representative and the Assistant Manager at the store claimed that they could not process the return. Write a complaint letter addressed to Home Depot Canada Customer Support detailing your concerns and making your request.
c.
You brought your car to the Griffintown Carwash (1335 rue Barré) and paid $120 for a full interior and exterior cleaning. After the service was completed, you found a significant scratch on the body of your vehicle. Write a complaint letter addressed to the owner of the carwash (Manon Porteau) detailing your concerns and making your request.
Letters should be 1-1.5 pages single-spaced (including header, date, salutation, and relevant
formatting). Like the memo, paragraphs should not be indented and should be separated by a space.
Most importantly, complaint letters should be concise, authoritative, and friendly. Emotion should be as absent as possible from your letter.
The following are the complaint letter criteria, which should appear in roughly the order given below:
1.
Clearly state the item or service purchased, the date on which it was purchased, and as much detail about the item or service as possible. This information could include how or where the item was purchased (online, a precise store location, a precise branch, precise department, etc.), how it was sold to you, and/or the kinds of expectations the seller or service provider set. Any information you deem relevant to helping your reader understand how, why, where, and under what circumstances you purchased the item—
within reason—should be stated up front. If writing to a politician, this would be where you would introduce the policy or decision you are writing about.
2.
Clearly detail the problem you encountered with the product, service, policy, or decision.
3.
Clearly state what you want from the company, service provider, department, representative, etc.
4.
If previous experiences with the company or individual had been good, say so.
For example: “Our family owns an iMac, a Mac Mini, an Apple TV, three iPhones, a MacBook Pro, an iPod and a MacBook Air. We are generally pleased with the products and services offered by Apple; however, this incident has caused us considerable difficulty and a great deal of time. We hope Apple will continue to provide the kind of service we’ve come to expect . . .”)
If this is your first experience with the company, this item will of course be omitted from your letter. Instead, you might discuss your expectations of the company or product.
5.
Clearly state how you can be reached and express your desire that this be taken care of immediately.
If you plan to send your letter after it is graded, you have the option to physically mail, email, or submit the complaint on a webform. If physically mailing, please provide your instructor with the letter in an unsealed, addressed envelope with the proper postage affixed. If you plan to email
your complaint, adjust your letter to proper email formatting and BCC
your instructor when you send the email. It is important to BCC (Blind Carbon Copy) because the recipient will not see your instructor’s email attached. Please do not CC your instructor. If the company requires you to fill out a web form, please email your instructor a screenshot of the filed complaint.
Please respect the following letter format:
Your name
Your address
Date
Addressee
(The name of the person to whom your letter is addressed)
Business address
(The address of the person to whom your letter is addressed)
To [person’s name or “Whom It May Concern”],
Letter content (The body of your letter)
Salutation
, (e.g. “Best regards,” “Sincerely,” “Yours truly”)
Your typed name
Note 1
: When writing an email, omit the addresses at the top.
Note 2
: Try to learn the name of an addressee best suited to act upon the information in your letter. If you are unable to find a proper name, “To Whom It May Concern,” will suffice.
Note 3
: When writing a physical letter, sign the letter with your signature within four blank spaces between your salutation and your typed name. When writing an email, these spaces can be omitted.
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Note 4
: See the following page for a sample of proper letter formatting.
Robert Underdunk Terwilliger
24601 West Oak Street
Springfield, OR, USA
97408
September 20
th
, 2021
Homer Thompson
52 Terror Lake Drive
Terror Lake, OR, USA
97452
To Homer Thompson,
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Sincerely,
Robert Underdunk Terwilliger Jr., PhD
On December 21, 2021, my friends and I booked your photography services. The appointment was under my name, and we had a one-hour session at 2:00 pm. The photoshoot was outdoors at Echo Valley. You told us we could expect the finished photos within four weeks; however, we have not yet received them.
There are two issues to address: the unfulfilled promise and lack of communication. We admire your creativity and skill, which is why we were disappointed with your delivery. We based our expectations on your guarantee, but it has almost been six weeks, and we have not received the photos. Despite this being your estimation, you have not met the due date nor explained a reason for the delay. To resolve the issues, I would appreciate an explanation for the wait and to send the photos within the following week. I believe we gave more than enough time. As we have already paid, we do not wish for a refund, but offer more accurate estimations for your future clients. If you gave a more realistic timeline, our expectations would be managed. I have not gotten photos from you in the past, but you were recommended by one of my friends. I will admit, your work looks very nice and professional, we were just hoping for more punctuality. I understand the holiday season is a busy time for you, but late work is unprofessional. You can reach me at mariarediger@yahoo.ca
. I hope to hear from you soon and look forward to your quick reply. Sincerely, Maria Rediger