If you have read our section on warranties, guarantees and refunds and believe you have a right to request your product be repaired, the following template and example can help you put your request in writing.
Your name Your street Your suburb state postcode (Phone number and email if required)
Today’s date
Contact person (Manager) Business concerned Business address
Dear Mr/Ms Manager
BRIEF DESCRIPTION OF PROBLEM—REASON FOR WRITING
First, write a thorough description of the problem noting when and where you bought the product and how much it cost you. Then detail why you are unhappy with what you have bought. Explain if it’s broken or unfit for its purpose for some other reason.
Next, outline the steps you have taken to get the problem fixed, who you spoke to and the results, if any, of your efforts.
Then continue with what you would like the business to do about the problem—repair the problem, give you a refund, a replacement unit or a similar product to the same value from a different manufacturer. If practical, offer to deliver the item to the supplier's address and follow with something like 'I look forward to your prompt response' or similar request indicating that you expect to hear from them.
Be sure to enclose copies of any relevant documentation such as receipts or warranty certificates. Finish your letter with a full list of possible contact addresses or phone numbers where you can be contacted, particularly during business hours, and reinforce that you expect to hear from the business.
Jill Citizen 1 My Street My suburb state 0123 (Ph 01 2345 6789 and e-mail myname@mailhome.com.au
Today's date
Mr Bill Smith (Manager) Big Fizz Appliance Company Commerce Street Market City 9876
Dear Mr Smith
BIG FIZZ SOFT DRINK FOUNTAIN—Leaking Storage Tank
On 16 October 2007 I purchased a Big Fizz Soft Drink Fountain for $79.95 from your Market City store. I have enclosed a copy of my receipt for your information.
One month after buying the Big Fizz Soft Drink fountain I found that the main storage tank had developed a leak and the appliance no longer worked properly. I returned the appliance to your Market City store for repairs under the five year total warranty. I have enclosed a copy of the warranty for your information.
Your repairs department returned my Big Fizz Soft Drink Fountain on 4 January 2008 and assured me that the problem had been fixed. Unfortunately, since the product was returned to me it still has a continual leak from the storage tank. I explained my dissatisfaction to Julie Jenkins in your repairs department and she told me that this model often experienced leaks and that the repairs department would never be able to fix the leak permanently.
Considering I have only had the product for a few months, and much less than the five-year warranty period, I do not accept this fault in the product and would like the repair to be carried out correctly or have the machine replaced with the same or better model.
I can be contacted at home on the phone number above or on (01) 9876 5xx2 during business hours. I look forward to hearing from to discuss this further.
Yours sincerely
J. Citizen
Enclosed—copy of my receipt and the five-year total warranty certificate
