froggyscraps
Full Member
Posts: 171
Jun 26, 2014 0:43:39 GMT
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Post by froggyscraps on Jun 1, 2015 6:41:49 GMT
Background story - I had some work done at my house and it was very poorly done. I spent a lot of money (or what I would consider a lot). I outsourced this job to a professional company because my regular handyman (and family friend) didn't think he would be able to do a professional job. After he came back for other work, I showed him my concerns and he was shocked at what was done and said he could've attempted a better job than that and looked like a diy first timers poor attempt. So needless to say, I'm very disappointed. Not that it matters, but it was work that had to be done, not just a re-design or anything like that.
Would you think this is appropriate to include in a complaint letter or is it too threatening? I just want to make sure my anger isn't affecting the way this letter is written because I want to be taken seriously. Also, should I ask for something specific, like a refund or do-over, or let them offer me something first?
Here is the specific wording that I'm asking about:
"I have no problem sharing these pictures and leaving reviews on several social media sites. However, I'd like to give you the chance to make this right before doing so."
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AllieC
Pearl Clutcher
Posts: 3,052 
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Post by AllieC on Jun 1, 2015 6:51:46 GMT
I personally would not put it in. I worked in a government "consumer affairs" agency for 10 years doing dispute resolution. Although you want to put this line in, I would caution against doing so. Threatening or nasty comments generally get the trader off side and you are less likely to get the outcome you are looking for. We used to find that many people who complained in a "nice way" had their issues resolved.
Even though you are angry, try to take the emotion out of it and just be very to the point and state facts.
Here is a link to sample of a letter that we used to suggest consumers use prior to lodging a complaint www.consumer.vic.gov.au/search-results?s=complaint%20letter&sz=10&pg=1&ct=63&m=0
Good luck |
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Post by smokeynspike on Jun 1, 2015 6:59:57 GMT
If it were me, I would probably wait to use that until after giving them a chance to respond first. They might have no problem coming to fix work that you aren't happy with. If they ignore you, then you can threaten them with bad-mouthing them all over the internet in a subsequent letter/phone call.
In my work and personal life, I can't stand the people who jump to that kind of stuff as a first step. Give me a chance to make things right, before you start to threaten, scream, yell, etc. It's that whole 'people respond better to honey, rather than vinegar' concept.
I hope you get your work fixed!
Melissa
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Post by ktdoesntscrap on Jun 1, 2015 11:35:02 GMT
Do they have a website?
I find the most effective way to write a complaint, and I used to answer complaints for a living, is to quote the website to them and explain how your experience was different.
When I answered complaints.. we were given a bonus if people didn't write us back. So be prepared to write another letter!
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gsquaredmom
Pearl Clutcher
Posts: 4,078
Jun 26, 2014 17:43:22 GMT
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Post by gsquaredmom on Jun 1, 2015 11:42:55 GMT
Never show your entire playing hand or playbook.
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scrapaddie
Drama Llama
Posts: 5,090
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Post by scrapaddie on Jun 1, 2015 11:57:31 GMT
I would not include that in my initial correspondence. You are a sound like somebody I would not want to work with. Try the nice route first. Let them know your specific complaint and that you were disappointed in the work.
Now, if it drags on and it seems they are reluctant to do anything then use every weapon at your disposal!
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Post by BoilerUp! on Jun 1, 2015 13:19:46 GMT
This would be my second approach, if my original request for some attention was not treated properly.
I would suspect if they are professionals, they will respond accordingly.
I feel your pain . . . Good Luck!
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froggyscraps
Full Member
Posts: 171
Jun 26, 2014 0:43:39 GMT
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Post by froggyscraps on Jun 1, 2015 22:58:06 GMT
Thank you all so much for your great advice! I definitely won't include that in my first (and hopefully only one that I'll have to write) letter.
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