One situation in which a face-to-face conversation is preferable to a letter is when you have a complaint about the behavior of a neighbor or friend. Keep things as pleasant and nonconfrontational as possible.
However, a letter to a retailer, business, or government agency is sometimes necessary.
Keep your letter as unemotional as possible and state the facts emphatically.
Keep a copy of the letter and follow up within a week with a telephone call.
To Whom It May Concern:
On May 1, 1996, I purchased a Populux 5000 dishwasher from your firm, and it was installed at my home a week later. I have had trouble with it ever since.
First, there was a leak under my sink. Your repairman came four days after I reported the leak and left without fixing it, saying he did not have a certain part with him. When he did not return within three days, I called to complain. Two days after that, he returned.
He worked for more than two hours in my kitchen. When he left, the leak was fixed, but the dishwasher did not work at all. I called again, and another repairman came three days after the call. He said the problem was with the wiring in my kitchen and that I should call an electrician. I did. The electrician said the wiring is fine and charged me $45. I have now had this dishwasher for one month and have yet to wash a single dish in it. Because your people apparently are unable to repair this machine, you should replace it or refund my purchase price. Please contact me as soon as possible concerning this matter.
Sincerely,
Paula Smith
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