The success and goodwill of any business or service depends on effective customer service they provide to their customers. The customers/clients and buyers are the backbone of any business/company or trading house. If they are not satisfied by the service of the company or if the products supplied by them are not working properly, they complain to the company, responsible for such defects. The prompt and effective handling of customer complaints shows the efficiency of the company and its personnel. The delayed response or mishandling of complaints received from the dissatisfied customers may turn the buyers to other business entities, for their future business and also damage the goodwill of the company.
These reasons makes it necessary that, the customer complaints for the defective product should be given due importance and must be handled in priority basis. Once complaints of the customers are received, it is necessary for the responsible personnel of the company, should immediately acknowledge the receipt of complaints and write a Defective Product Apology Letter to the customer.
Such promptness of mailing Apology Letter also signifies efficiency of your business and helps to maintain cordial business and customer relationship in future.
The acknowledgment of complaint and Apology response can be in the following order:
Below given Defective Product Apology Letter template will help you in articulating your own letter to the customer for the supply of defective product from your company:
Defective Product Apology Letter
[Company Name]________________________
[Street Address]_________________________
City_______________State______________ZIP Code_________
Date (dd/mm/year)_____________
Ref___________________ (Subject – Dispatch of defective product]
date_______________
[Recipient Name]______________________________
[Street Address]______________________________
City_______________State_______________ZIP Code_________
[Recipient’s Name]__________________________
Recipient’s Title (if Applicable)__________________
Ref_____________________ [Subject]
Dear _________________(Recipient Name),
We are in receipt of your letter ____________[date] and we are sorry to hear that you have been experiencing problems with our ___________(Product), _____________Model No.
While, we do ask that our customers contact their nearest dealer in the event of a problem, we recognize that, in your case, it this would be impossible. Therefore, if you will carefully package the unit in its original carton and send it to us, our service engineers will put it through a thorough examination to determine the source of the problem.
If the problem turns out to be a minor adjustment, we shall make the repair and be sure to return the _________(Product Name) to you within 3 days. If our determination is that the unit is defective, we will send you an immediate replacement.
Please also be noted that the freight/shipping cost incurred by you for the dispatch of the product will be credited to your account and remitted to, when and how, as desired by you. The delivery to you will also be free of cost.
Again, I am sorry and apologize that you experienced this inconvenience due to the product, which is not functioning well. We assure you, such mistakes will not be repeated again and wish to thank you for your patience and for purchasing our_____________________ product. For any assistance in future, you may contact me at _________ [phone no.]
[Valediction (Sincerely, Respectfully, Best Regards, etc.)]
(Sender Title___________________________
Position)_______________________________
Enclosures :[Number of Enclosure] if applicable
CC.: _______________________ (if Applicable)