CASE STUDY 1

COMPLAINT LETTER

Dear representatives of Maritime Sports Equipment Company

We sincerely regret to inform you that we have encountered a problem with our purchase of track bicycle CERVELO, which we ordered from you (Order No 30 from 2 February). According to the original advertisement which appeared in the supplement of Sports Illustrated magazine, the product cost $185.00, plus $25 for handling charges. The advertisement indicated a 10% reduction for more than 3 bicycles, as this brand is being used for road races and triathlon competitions, a very performant and ecological bike at the international level.

The invoice that we received, at delivery however indicated the fixed by the advertisement price, no reduction as we ordered just one bike, plus instead of $25 for handling charges – $ 47.10 for handling charges. This seems weird to us the question that arises is what for are the extra $22.10, charged, we do not require any post – purchase intervention.

We categorically refuse to pay the extra charged sum, in case you insist on paying the unjustified and unforeseen sum of money, we cancel the order and you may retrieve the product back.

We hope for a positive resolution of the situation.

Faithfully :)

STATUS ENQUIRY LETTER

Dear Messrs Smith & Bear

You have placed an order with us for 50 ACER laptops of the latest model in the amount of 50 thousand Euros. We are keen to engage in a business transaction with you, we greatly appreciate you interest in choosing namely our company for this transaction, however we would like to get some guarantee that the payment would be duly made in the short period of time in which you propose to do so: 30 days.

We would like to ensure you that we are not inclined to be skeptical, but there is such a spread business convention to ask for some referees who would provide some veridical information about your standing. We would like to point down that the prospective referees should be a business agent/entity and a financial institution, be it a bank or other lending company. We express our expectation that you would be able provide the referees for us as soon as possible to reassure us concerning your creditworthiness, so as to proceed to the business transaction we started with you.

Yours faithfully.

REPLY TO STATUS ENQUIRY

Dear Messrs Doris & Bulls

In reply to your letter regarding the prospective business transaction that we undertook with you, we are eager to confirm our willingness and readiness to comply with the existent business conventions and your requirements. We understand your concerns about the short term in which we propose to fulfill our payment obligations. We insist that you stay assured that our standing allows us to proceed so, we have a clean record and are creditworthy.

Hereby we are proposing as referees two constant business partners of ours DELLyc Ltd and the Bank Societe Generale whose client we have been for an extended period of time.

We hope that the provided references would be comprehensive enough to reassure you regarding our credibility and creditworthiness, leading to the conclusion of a business deal.

REPLY TO STATUS ENQUIRY

Dear Messrs Doris and Bulls

In reply to you letter concerning the standing of the company Smith & Bear, we are eager to express our appreciation of the trust they have invested in us to become their referee, but also we feel honoured to serve to you in the name of clean and fair business.

Messrs Smith & Bear, indeed have been among our stable partners in business for some time, and we could assert that basically we have never had serious troubles with them, nor any breach of trust. As it is self-understood, the matter of basic capital of a company is confidential, we cannot know exactly the extent of their financial assets, funds and might. However, despite the clean record regarding their operational banking accounts, they indeed, on a regular basis prefer to do business on credit and rarely if ever would have an immediate liquidity settlement in their transactions.

Business with them was relatively encouraged and profitable for us too, within the certain cautiously strictly established financial limits, and also strictly fixed terms, periods of settlement. Which we discreetly recommend to others to proceed in their respect.

We express our sincere wish of success, hoping that you are going to make the right decision for yourself. Also we incline to warn you about keeping in strict confidentiality the point of communication among us.

Sincerely…

REPLY TO STATUS ENQUIRY

Dear Messrs Starbucks Bank Ltd

We are addressing you on the matter of a business urgency. We have been your client for an extended period of time, actually from the foundation of our company. We tend to remind you that we are a loyal creditworthy client and business correctness and fairness are the fundamental principles that guide us in our activity, including with you our main bank, you, for the operation of our business.

The matter of addressing this letter to you is the following: Messrs Smith & Bear, an active business partner on the market, have undertaken a business transaction with Doris & Bulls, another strong business actor on the market. Smith & Bear want to proceed to the settlement on credit for an urgent transaction for a very short period of time in an impressive amount of pounds. Messrs Smith & Bear have chosen us as formal referee, we have had the honour.

The information we could provide about Smith & Bear to Messrs Doris & Bulls is sketchy and vague, of little use for them to make a decision.  It would help to have access to a reference from the bank where they have the established capital kept in accounts, as well as the mentioned bank (Societe Generale), could detain some other useful information like whether their balance is in order, their standing is stable, the number of successful transactions concluded over the last quarter, the number of deeds of agreements, maybe failed transactions, or cases of non-compliance with the contracts.

As it is generally known the banks forward the pretext of the confidentiality clause, for not divulging extremely important information about their clients, very often to their own detriment and causing really substantial damage to business actors, juridical entities, prosecution and enforcement bodies. However they could share some information with other banks.

We entreat you as our official Bank partner to submit the demarche to their Bank - Societe Generale to release useful and urgent information about their client to you.

With the assurance of our profound consideration. Faithfully.

CASE STUDY 2: COMPLAINT LETTER.

1.      Dear CEOs from REVTEX

Hereby we regret to inform you that we have encountered certain problems with the consignment of garments that we have received. We are indeed disappointed to inform you that the execution of our Order from 2 February current did not come up to the expectations nor did they tally with the contract provisions. On thorough inspection we have found that:

• The quality is decidedly more inferior to the one we have ordered
• The colours are not similar to the ones we have indicated from the catalogue; these are too bright-neon, which is unacceptable for us
• The sizes we ordered are not to be found in the shipment, however you have supplied only extra: XS, and XL sizes which are more exclusivist, and are not bought so readily.
• The package and markage of the goods is far from the stipulated standards

We insist on a convenient adjustment to this faulty shipment, we require a prompt replacement, as we have already executed the payment through a deposit to your banking account.

In case you are interested we enclosed

#The official report presented by our specially appointed investigation commission

#The test certificate

#The notice of assessment drawn up by external to our company experts

#The estimate of the necessary remedy, drawn up by a well known specialized firm.

We would like you to confirm the receipt of the present letter and also keep us informed regarding the further measures that you are going to undertake.

We would like to remind you that it is in our mutual interest to not let the disagreeable situation to deteriorate into a scandal or result in breaking our business relations. We are looking forward to a prompt adjustment and remedy.

Respectfully
         

2. Dear Messrs CEOs from POLICROM

We regret to inform you that we have determined a range of problems related to the order of black paint of the specified type and quality in the Order No 5667 from the 2 February. We insist to point out that we are not deliberately looking for trouble or engaging in fault finding. We would not have any objections to the larger tins of paint that you have supplied to us, however the quality of the paint is totally unacceptable as this is a slow-drying paint, we suppose of the lower quality, of the last generation, which we definitely do not have the least intention to use.

We enclose the copies of the following pieces of evidence attached:

#The official report presented by our specially appointed investigation commission

#The test certificate

#The notice of assessment drawn up by external to our company experts

#The estimate of the necessary remedy, drawn up by a well known specialized firm.

We are proposing to you an adjustment to substitute the entire lot of tins from the a.m. order, otherwise we are not only going to stop any business transaction underway with you currently, we are going to seek business elsewhere. We still express our regret of the occurred problem, errors do happen, we believe not through your ill intention, but you are going to lose an important constant client of yours and a loyal friend with us if we do not remedy positively the present problem.

Faithfully…

                                      

3. Dear Messrs from EUROFRUIT

We are writing the present letter to complain about the serious problems we have encountered with the shipment of perishable goods that we have received from you in accordance with the provisions of the existent Contract No 7887 between us, and Order No 6789 from the 2 February. Upon inspection we have determined several impossible to overlook defects:

#The shipped fruits were not selected of a required shape and size and type; we had a mixture of variety, sizes, colours.

#The fruits were of a much lower quality that normal, did not tally with the standards stipulated in the contract.

#Our laboratory reports that the goods are of lower standard because of the reduced composition of sugar and a higher than the prescribed level of chemical components, so not meeting the ecological norms

Because of the above mentioned problems besides the proper defects detectable at plain sight we had been compelled to sell the lot wholesale in a hurried manner at our detriment and loss.

We enclose with the present several pieces of evidence that would prove our financial loss that resulted from the expedient sale at an inconvenient price:

#Copy of the invoice with which we have paid for the shipment in the specified quantity

#Copy of the invoices received from our buyers with the amount paid to us for the lot of fruits

You could see the difference by yourselves and convince yourselves that our claim is completely justified, as we suffered a great loss.

Taking all of the above into account we propose reasonable adjustment measures and a remedy. We strongly suggest to you further on to inspect more thoroughly the lot of fruits before shipment so as to conform to our requirements and in compliance with the contract stipulations. We would also propose two variants of redress in connection with the present problematic supply: either we continue to work with you but you further on grant us a discount of 10% for the rest of the present season. Or you make yourselves the calculations and you pay to us the difference of the price that constitutes our loss for the present lot.

Loyally…
                            

4. Dear Messrs from TEALEFANT

We regret to inform you that a problem has occurred in relation with the latest consignment of tea according to the Order No. 2992 from the 2 February current. Upon inspection we have been disappointed to determine a shortage of 10 packets of tea, which constitutes -10% from the total quantity stipulated in our order. 

We tend to bring to your attention that we have been fair, prompt and exact in our settlement by paying for the ordered amount of tea in advance. However taking into consideration the intervened situation we are asking for a redress now, you should pay back the sum of money equivalent for the not shipped amount. We would also like to express our disappointment because of that problem and we cancel any delivery of the rest of the remaining lot. 

We could not explain the particulars of the additional problems we had in chain because of the a.m. problem. Anyway the delivery of the remaining lot of tea would come much later than we could expect to meet our immediate needs.

Wish you all the best.

Respectfully.