The objective of this assignment was to choose an experience resulting in dissatisfaction and to write two letters based on it: a complaint letter from my perspective, and a bad news response letter from the company representative. For this assignment, I used a recent experience I had regarding a faulty toaster from T-fal.
The complaint letter details the problem I have with the product using a friendly tone, and proposes a solution to mitigate the issue at hand. The response letter uses the you-attitude to reduce the impact of the bad news when suggesting an alternative solution.
The Complaint Letter
Nicole White
3451 Sawmill Cr
Vancouver, BC V5S 0H1
Canada
July 18, 2022
T-fal
36 Newmill Gate Unit #2
Scarborough, ON M1V 0E2
Canada
Subject: Exchange of Faulty Toaster
Dear T-fal Representative,
T-fal products have been a staple in my daily routine. As a customer for the past 4 years, I am well acquainted with the exceptional quality T-fal normally provides.
On April 28th 2022, I purchased the TF684D50 4 slot toaster. For the past 3 months, this toaster has been working perfectly. However, now one of the toaster’s levers no longer locks down, leaving half of the toaster unusable. As a result, making toast for my family takes twice the time. With the high cost that comes with this premium product, I expected higher quality and longevity.
I am requesting the exchange of this faulty toaster for a brand-new toaster of the same model. My receipt from the original transaction for this product is included below.
Thank you for your time and I expect a swift resolution regarding this issue.
Thank you,
Nicole White
Enclosure: Order Receipt
The Bad News Letter
T-fal
36 Newmill Gate Unit #2
Scarborough, ON M1V 0E2
Canada
July 18, 2022
Nicole White
3451 Sawmill Cr
Vancouver, BC V5S 0H1
Canada
Subject: RE: Exchange of Faulty Product
Dear Nicole White,
Thank you for contacting us regarding the defective TF684D50 toaster. We are truly sorry that our product has performed poorly, and appreciate you taking the time to share your concerns.
The original model you purchased is no longer available. However, we are able to offer you the newest model, TF684D55, as a replacement. This new model provides new features, including wider toasting slots, defrosting functionality, and 8 heat settings. You will certainly find our newest model to be a suitable replacement for your original TF684D50 model.
With complimentary priority shipping, this new product will be delivered to you within 3 business days.
Thank you for your patience and understanding. If you have any further questions, please write or call us at 1-800-418-3325.
Sincerely,
Tommy Atkins,
T-fal Customer Service