The tone of the letter is important. Sound objective. Explain the facts without being judgmental. Don't blame the reader for the problem. Avoid the personal pronoun "you." Use passive voice rather than active voice.
Instead of saying "You sent me the wrong part," try "The wrong part was sent to me," or "I received the wrong part." The tone should focus on the problem, not who was responsible for the error.
Be tactful and diplomatic. If you sound angry or rude, you will not encourage the reader to solve your problem quickly.
Here's an example of the good news/bad news letter.
Dear Sir or Madam I have stayed at your hotel many times during business engagements, and I have always been satisfied with the service and accommodation. Unfortunately, during my recent visit on 11 January 20xx, there was no hot water available, and I had to shower in cold water before a business meeting. I'm sure you will agree that the charge of $100 for a room with no hot water is unreasonable. I would appreciate some kind of partial refund on my Visa account number 4526 8248 8594 7677, expiration date 12/09. Thank you for your consideration. I look forward to being a guest at your hotel again. Yours faithfully |