Sample letter – requesting a remedy for faulty goods
Your Details
Name
Address
SUBURB STATE PCODE
Email:
Business Details
Contact Person (if known)
Position Title (e.g. Customer Service Manager)
Business Name
Business Address
SUBURB STATE PCODE
Dear (Contact Persons Name e.g. Mr or Ms Smith or Position Title e.g. To The Manager)
On [date], I purchased a [name of the goods purchased including model number if available] from your
store for $ [full price of goods]. I have enclosed copies of my receipt and/or the warranty for your
information.
Describe in detail the problem with the goods
I am not satisfied with the product because it has not performed as it should (or) it was faulty when
purchased. [State the problem that you have had with the product, giving as much detail as possible
e.g. I have used the television for six weeks with no problems. On the 5 March 2013 the screen
stopped working. I have checked the user manual and followed all of the steps listed in the trouble-
shooting guide, but nothing helped. The television appears to be faulty and is not of satisfactory
quality].
Describe in detail what you have done to resolve the issue
I returned to your store with the product and receipt on [date] and spoke with [name of the sales
representative or manager] and was unable to satisfactorily resolve the situation. [Outline in detail
what you were advised or offered by the store].
To resolve the problem I request that you [state the remedy that you request: to replace the product
with an acceptable product that is the same or of equal value, repair the item at no cost to you or
refund the full purchase price of the product].
Please respond in writing to the above mentioned concerns within 10 business days. If I do not hear
from you by [date], I will forward my complaint to Northern Territory Consumer Affairs for further
advice.
You can contact me by post or email (details provided above) at anytime to discuss this letter.
Yours sincerely
[Sign]
[Print Your Name]
[Date]
Attachments: [state the documents that you have enclosed, if any]
Cc: [Include department or company name if you want to send a copy of this letter to someone else]