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CMA Foundation · Fundamentals of Business Laws and Business Communication · Writing and Drafting for Business Audiences

Mehta & Co. received 200 defective fans from Vikram Electricals. It wants the supplier to replace them at once and also keep a record of the delay. Which letter plan is most appropriate?

The best plan is to give the order and defect facts, ask clearly for replacement by a stated date, and keep a copy on file. A factual, specific complaint is professional and leaves written evidence, whereas emotional blame, phone-only messages or long digressions weaken the complaint.

  1. AState the order details and defect facts, request specific replacement with a date, and keep a file copyCorrect
  2. BWrite an emotional message blaming the supplier's staff and threatening to end all business
  3. CSend only a telephone message and avoid any written record
  4. DWrite a long history of the firm before briefly mentioning the fans

Explanation

An effective complaint letter is factual, gives reference details such as order and defect, states the remedy wanted and a time limit, and a copy is retained as evidence. Emotional blame is unprofessional, and oral-only messages leave no proof. A long preamble hides the main point.

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