Complaints

A veces, por una compra que presenta fallas o por algún servicio
indebidamente cumplido, nos vemos obligados a presentar un
reclamo o carta de queja (letter of complaint).

Al respecto, conviene tener en cuenta los siguientes puntos:

1) Aunque te sientas muy contrariado/a siempre es preferible hacer

un comentario con orientación positiva. Obtendrás mejor "voluntad"
para asistirte, tanto del lector como de la empresa u organización.

2) Trata de escribir las cartas de queja en tono amigable. Te

sorprenderá saber que las personas "amenazadoras" no suelen
obtener buenos resultados. Quizás sea ésta la regla más importante
para tener en cuenta al efectuar un reclamo. Sé amable con la gente
y ellos lo serán contigo.

3) Una carta 'con autoridad' (authoritative letter) es importante, por

ejemplo, en los casos de un reclamo con seria o grave implicación
financiera. ¿Qué convierte a una carta en authoritative?
Básicamente, una presentación profesional, buena gramática y
ortografía, firmeza y claridad.

4) El uso del humor a menudo logra maravillas: generalmente disipa

conflictos y atrae la atención por ser diferente.

Estas son algunas de las expresiones comúnmente utilizadas en

cartas de reclamo o queja:
FACTS ABOUT PURCHASE/SERVICE

I am writing to complain about a faulty (product) I bought

in (shop) at (location)
Les escribo para quejarme por un/a (producto) defectuoso
que adquirí en (tienda o negocio) de (lugar)
I am writing to complain about your inadequate
after-sales service
Les escribo para quejarme por su inadecuado servicio
de post-venta

ABOUT PRODUCT/SERVICE

When I tried to operate my (product) at home ...

Cuando traté de utilizar mi (producto) en casa ...
 Unfortunately, your (product) has not performed well.
Lamentablemente vuestro (producto) no ha funcionado bien.
Your manual is totally unhelpful on this point.
Vuestro manual es totalmente inservible en este aspecto.
I phoned your store to ask for assistance, but after being
on hold for about (time) ...
Llamé a vuestra tienda para solicitar ayuda pero después de
esperar en línea por aproximadamente (tiempo) ...

PERSONAL FEELINGS

I am disappointed because ...

Me siento contrariado/a porque ...
... the (product) does not work properly.
... el (producto) no funciona bien.
... the service was not performed correctly.
... la reparación no se realizó adecuadamente.
... I was billed the wrong amount.
... me facturaron un importe equivocado.
I realise that mistakes happen ...
Entiendo que ocurren errores ...
I'm sure (that) this is a rare problem ...
Estoy convencido/a que es un problema inusual ...
I'm not blaming anyone ...
No culpo a nadie en particular ...
I've always found your products to be excellent.
Vuestros productos siempre me parecieron excelentes.
I've long been a user of your services.
Por largo tiempo he sido usuario/a de sus servicios.
Up to now I have always regarded you as an excellent
supplier.
Hasta la fecha los he considerado un excelente proveedor.
I have every faith therefore that you will do what you can
to rectify this situation
Por lo tanto confío plenamente en que harán lo posible por
corregir esta situación

WHAT YOU WANT TO BE DONE

I expect a full refund.

Espero que me reintegren el importe total.
 To resolve this problem, I would really appreciate if you
could ...
A fin de resolver este problema, mucho les agradeceria ...
... pay my money back/give me a full refund.
... devolverme el dinero/reintegrame el importe total.
... send a technician.
... enviar un técnico.
... arrange for a substitute (product) to be delivered
to me immediately.
... enviarme de inmediato un (producto) en reemplazo.

CLOSING

I look forward to your reply.

Quedo a la espera de vuestra respuesta.
I look forward to a resolution to my problem.
Quedo a la espera de una solución a mi problema.
I greatly appreciate your help.
Sinceramente aprecio vuestra ayuda.

En la segunda parte de esta unidad encontrarás diferentes modelos

de cartas de reclamo o queja.

Letter of complaint # 1: A faulty computer

17 Clarence Road
London W14 9GP

November 15, 2007

The Managing Director

Dall Technology Centre
5 Billinghurst Road
Bradford XZ3 8GH
Dear Sir,
I am writing to complain about a faulty computer I bought in your
shop, and also about your inadequate after-sales service.
On Saturday 3 November I went into your shop to look at portable
computers. I decided to buy a Dall 2862XP because your sales
assistant Informed me, incorrectly, it would be reliable.
When I tried to operate my new computer at home it did not work.
All that appears on the screen is a message saying: "Error
reading: Hard disc". The instructions manual is totally unhelpful on
this point.
I phoned your store to ask for assistance early this morning, and.
again at intervals, throughput the day, but I only got a recorded
message. I am leaving the country, at the end of this week so I do
not have much time to sort out this problem.
I should be grateful if you could arrange either for a technician to
come and put the fault right, or for a substitute computer to be
delivered to me immediately.

Yours faithfully,

Emilio Random

Letter of complaint # 2: Poor service

17 Clarence Road
London W14 9GP

November 25, 2007

The Managing Director

Dall Technology Centre
5 Billinghurst Road
Bradford XZ3 8GH
Dear Mr Fred Bolton,
I really need your help with this. Your engineer Mr. Rolf Bohner
called for the third time in the past ten days to repair our computer
Dall 2862XP at the above address, and I am still without a working
machine.
He was unable to carry out the repair once more because the
spare part Hard Disk #CV328AB was again not compatible. (I
attach copies of the service visit reports). Your engineers have
been excellent as always, but without the correct parts they can't
do the job required.
Can I ask that you look into this to ensure that the next service
visit, arranged for next Friday, November 28, resolves the matter.
Please telephone me to let me know how you'd like to deal with
this.
I greatly appreciate your help.

Yours sincerely,
 Emilio Random

Customer service response

Dall Technology Centre

5 Billinghurst Road
Bradford XZ3 8GH

November 30, 2007

17 Clarence Road
London W14 9GP
Dear Mr Random,
I am writing with reference to your complaints of November 15 and
November 25.
Firstly I apologise for the inconvenience created by our error. We
take great care to ensure that important matters such as this are
properly managed, although due to several import problems, on
this occasion we have not succeeded in meeting your
expectations.
In light of this, we have decided to give you a full refund, and hope
also that this will provide a basis for continuing our relationship.
Please contact me should you have any further cause for concern.

Yours,

Fred Bolton
Managing Director

ACTIVITY # 49

Intenta completar adecuadamente esta carta de reclamo en

la que Janett Darling se queja acerca del servicio técnico
High Brand. Selecciona del menú las alternativas correctas
(preposiciones y conectores llevan color rojo).

Dear Mr Reindeer:
This letter is to ……………about service I recently

received…………… a Danielson Ltd. customer service

representative ……………High Brand.

I called Danielson Ltd. on February 25, 2007 to find out how

to deal a problem I’ve had with a Panaview 325 TV. After I

had been for several minutes, High Brand came on the line.

I had to explain my problem to him times because he did not

seem to be listening and therefore asked me the same

questions . Ten minutes High Brand returned to say he

could not help me. Needless to say, I was quite .

I expected a much higher level of service from your

company, and I am quite . Because I do not want to spend

any more time this problem, I am the Panaview 325 TV

immediately, and I expect a full . I will be informing my

friends and family this bad experience.

Sincerely,

Janett Darling