How to Complain About a Product Script

You’ve complained about a product or service in writing, and now you want to follow up your letter with a phone call.

When calling creditors or companies to complain, use this script so you can focus on being friendly, courteous, and business-like. Always use the name of the person with whom you are speaking! Use the free sample script below or draft your script for use when following up on your initial letter complaining about a product or service.

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Free Sample Script Follow Up on Complaints about Products or Services

“Hello {use person’s name}, this is {Your Name}.  How are you today?”

(Let the creditor know exactly why you are calling.  Be direct and to the point).

{use person’s name}  I am calling to follow up on my letter dated {insert date of initial complaint} regarding the problem with {state the problem, my account number is {provide account number if applicable}.

I have not received any response (or the response I received was inadequate or unacceptable).  The problem still exists, and I am requesting your help in resolving it.

(Now restate the problem using your complaint letter as an outline)

State the problem with facts, not emotions!

On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location, date, and other important details of the transaction).

Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service performed correctly, you billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.).

I want to resolve this problem and would appreciate your help.  (state the specific action you want – money back, charge card credit, repair, exchange, etc.)

(Remain sincere, give the person a chance to respond, and listen).

“Thank you {use person’s name}, for helping me with this problem; I will send you a letter confirming our agreement today and follow up with you on (date agreed on).

Once again, thank you for understanding my situation and for your help in resolving this issue”.

Consider following up your letter with a phone call Sample Phone Script