Now we would like to briefly look at the difference between a complaint and a complaint. After all, these two terms are often used synonymously, although there are clear differences here. We’ll tell you what these are now:
- A complaint always relates to a specific product or service. It includes the legal right to remedy if the product does not meet the requirements agreed in the sales contract.
- On the other hand, the complaint is simply a statement by the customer about his dissatisfaction or the requirements that have not been met.
How do I write a letter of complaint?
Everyone has the right to complain, but some basic rules also apply to a letter of complaint. Ideally, the tenor of the letter should correspond to a constructive criticism. The letter must therefore inform the recipient that improvements need to be made. No matter how great the anger, you must always respect the principles of politeness. Insults are therefore out of place.
According to GRADINMATH, the content of the letter consists of the reason for the complaint as well as an indication of how and when the defect occurred. In the closing of the letter, it should be asked that such incidents do not recur in the future. It is important that the letter of complaint is addressed directly to the competent authority.
How do I write a complaint letter?
The content of a complaint letter usually consists of only two paragraphs. The first deals with the reason for the complaint and the second with the request for an exchange or repair. Repeated execution of the service can also be requested. In the best case scenario, this paragraph ends as follows: The matter is extremely important and urgent and the addressee is obliged to meet this requirement. Make sure to use a precise and objective description in your letter. Always refer to regulations, not your own emotions. You should also familiarize yourself with consumer protection.
Sample complaint letter for easier clarification:
Subject:… Dear Sir or Madam,
I hereby inform you that the goods you delivered, which I ordered / purchased on XX.XX.XXXX, are defective. After … days of use, I found that …
Since this is an urgent matter, I would ask you to promptly request a refund, exchange or repair. Thanks in advance.
With best regards
…
Appendices:
1.…
2.…
3.…
Right of complaint: What are the buyer’s rights in the event of a complaint?
If consumers do not notice any defects while accepting goods, then they have the option of asserting their warranty rights at a later point in time. The only thing that matters is that the defect in question is not caused by wear and tear or improper use. In principle, it is important to know that buyers cannot withdraw directly from the sales contract and demand financial compensation. Ultimately, the provider must be able to meet its supplementary performance by repairing or replacing the defective goods. However, if he does not comply with the supplementary performance, then the consumer has the right to financial compensation.
What are the differences between withdrawal and guarantee?
There are some differences between the revocation and the guarantee – we would like to briefly explain these to you.
With the right of withdrawal, you as a consumer can easily withdraw from the purchase within two weeks. You don’t even have to give a reason for this.
The guarantee is a voluntary service. In contrast to the warranty, it also covers defects that occur later. The guarantee is particularly widespread for technical devices, so buyers of a dishwasher often have a three-year guarantee that the seller will replace or repair the device if it becomes inoperative during this period.
Further customer rights
Of course, there are also other customer rights, including warranty, for example. What it’s all about, you will find out in the following lines:
Guarantee
The statutory warranty law in the German Civil Code states that after handing over the paid goods to the consumer, the dealer must guarantee that the goods are free from defects at the time of purchase or during the handover. But how long is the warranty actually valid?
How long is the warranty valid?
In principle, a warranty period of two years applies . You can claim the corresponding deficiencies within two years. However, it is important here: As already mentioned, the defect must have already existed when the retailer handed the goods over to the consumer.
