Responding to Complaints Without Admitting Fault
Guidelines and Alternate Phrases
Acknowledge the complaint even if the error is not yours.
Thank you for the January 10 letter about the Fairfield incident. We appreciate the opportunity to respond to your observations.
We have received your letter describing the difficulty you are having with your NRT system.
We’ve reviewed your letter about how your Finley account has been handled by the Atlanta office.
We appreciate your taking the time to write us about your views on our plans for developing the Grayson property.
Your letter arrived this week just as we have completed our test-marketing on a new irrigation system, similar to the one you have had some experience with at your own location.
We were distressed to learn you were disappointed with how your equipment was serviced at the Dejon Center.
Heton and Kline Associates welcomes letters such as yours on the experiences customers have while evaluating our training facilities and resources. Such comments give us the opportunity to review how and why we do things the way we do.
Thank you for writing us about the situation involving your daughter’s delayed registration to the upcoming seminar.
We appreciate your letting us know of your concern with the way your new Buick Regal is performing on short trips within the city.
Explain your perspective on the situation.
Your comments about the possibility of our becoming overextended are well taken. This is definitely very much in our minds, and we’re watching that possibility. Our business seems to be reaping the benefits of recovery, and we’re grateful for the “problem” while also aware of a possible lag in service.
The loss of the manufacturing system is directly related to the fact that the software does not provide the necessary functions required by your evaluation committee.
We believe part of the problem stems from the original analysis reported to us ....
As a result of our investigation, we could find no cause for the problems you described in your letter.
We do not agree the misunderstanding developed from a lack of technical expertise on the part of our representatives.
We’ve investigated the situation, and frankly we can’t find the culprit in this incident. We have eliminated several possibilities, however. The ___, ___, and ___ are certainly working properly in all our tests on the system.
Definitely, there are discrepancies in the details recalled by our own service department. Our two technicians on duty still insist that ....
Be cautious about admitting fault or liability even if you decide to take some corrective action. Focus on anything you are willing to do to solve the problem.
While we do not accept responsibility for the problem, we do want to assist you by....
While we regret that our instructions were misunderstood, we are, in any event, sorry that you were displeased with the outcome.
If our warranty was misrepresented in any way—and we do not understand that it was—we would like to make things right with you by...
We have cautioned our representatives about any promises we can’t adequately warrant in writing. A copy of our warranty is enclosed for your reference if you have further questions.
Although we do not agree it is our responsibility as a distributor to replace the merchandise, we are making an exception in this case.
Regardless of where the problem originated, we have decided to reimburse you for the damage.
We can write a letter on your behalf to explain to your investors the necessity for this additional verification procedure.
Even though the warranty with this product does not cover the labor charges, we are not billing you for this $679 amount.
While I appreciate the difficult situation in which your organization must operate, we cannot assume the responsibility of ....
Watch unnecessary “fight” words that will tend to sever the relationship completely.
To be serviced most efficiently, all requests should (not must) go through our office.
The postponement in resolution came about after your decision (not heated debate about proceeding) not to proceed with the steps we discussed March 3.
We know you regret the oversight (not failure) of renewing your contract as much as we do.
Make the reader feel that his or her goodwill is valued. Try to re-establish a “business as usual” relationship.
Thank you for taking the time to write us.
We try never to forget it is loyal customers such as you who keep us in business. We will continue to make every effort to deserve your loyalty.
Thank you for giving us the opportunity to respond to your inquiry.
We appreciate your bringing the matter to our attention so that we could explain our situation to you.
We hope this letter has clarified the issues and you can understand our desire to keep your business while doing what we think is fair in the situation.
We hope you will reconsider your intention to close your account with us.
Please let us know the next time you’re on our grounds, and we will make a special effort to show you the appropriate product lines.
We hope you’ll give us another opportunity to serve you.
We fully expect to have improved service upon your return visit.
Thank you for your cooperation during this transition time.
We value your business and want you to know we will do everything in our power to provide the service you deserve.
With your feedback and our concern, our procedures should be much improved. We thank you.
Thank you for your efforts in letting us know of the situation. As a result, the future working relationship between our organizations should be much improved.
A better product at the lowest possible cost is our goal.
Thank you for letting us hear from you. We value your comments and will act accordingly.
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