How To Write A Letter Of Complaint
Mon, 2 Sep 2024
In the vibrant world of free software, we, as a community, often find ourselves in situations where we need to voice our concerns or express dissatisfaction - be it about proprietary software encroaching on our freedoms, a company violating free software licenses, or a company's questionable practices. When we do, writing about those concerns is not just a means of communication but a powerful tool that we, as a collective, can use to get our message across and seek a resolution.
In this guide, we will explore the art of writing a letter of complaint, focusing on how we, as free software enthusiasts, can leverage this skill to advocate for our values and promote the principles of software freedom.
While a phone call or an email might seem convenient, a formal letter of complaint carries a unique weight. It demonstrates that you are serious about your concerns, have taken the time to articulate them clearly and expect a thoughtful response. Furthermore, it creates a documented paper trail of your communication and grievances, which can be helpful if further action is needed.
Before writing, consider who you're addressing and what you want to achieve. Are you contacting a company about a licensing issue or something else? Tailoring your language and terminology according to your understanding of your audience will help. Similarly, be clear about your desired outcome. Do you want them to comply with the license? Are you seeking a change in policy or something else?
Key Elements of an Effective Letter
Your Information: Provide your full name, address, email address, and phone number. This will ensure the recipient can quickly contact you.
Date: Include the date of the letter.
Recipient: Do your research to find the correct contact information.
Subject Line: Use a clear and concise subject line that summarizes the issue, e.g., "Complaint about [Software Name] Licensing Issue."
Salutation: Open with a professional salutation, such as "Dear [Recipient's Name]."
Introduction: Introduce yourself briefly and state the purpose of your letter. Mention the product or service you're writing about and the specific issue.
Body: Start by stating the purpose of your letter upfront. Identify the issue or problem you're experiencing. Provide a detailed explanation of the situation and specific details. Stick to the relevant facts and provide evidence to support your claims. Include dates, product names, and versions. If you have any supporting evidence that can help the recipient understand the context of your complaint, include them with your letter. This can help strengthen your case and make it harder for the recipient to dismiss your concerns.
Be objective and avoid emotional language. Even if you're frustrated or angry, maintain a calm and professional tone throughout your letter. Avoid personal attacks, emotional outbursts, or inflammatory language, as this can alienate the recipient and undermine your credibility. Focus on the facts and present your arguments logically. Remember, you're more likely to get a positive response if you're respectful and reasonable. Avoid jargon or technical terms that your recipient might not understand. State your complaint in simple, straightforward language without room for misinterpretation. Remember, the goal is to communicate your concerns effectively, not to impress with your technical knowledge.
Don't just complain about the problem - clearly state what you want the recipient to do to resolve your complaint. Be specific about the outcome you are seeking.
Closing: Thank the recipient. Offer to provide further information if needed. Close with a professional sign-off, such as "Sincerely" or "Best regards."
Signature: Sign your name and print it below.
Consider the following additional tips:
Cite Relevant Principles: If the issue relates to free software principles, reference them in your letter. Explain how the situation violates these principles and why they matter to you.
Reference Relevant Licenses: If the complaint involves a violation of a free license, cite the specific terms of the license that have been breached and how that goes against the user's right to study, modify, and distribute software.
Before you send your letter, review and refine it thoroughly. Look for spelling or grammar mistakes and ensure your writing is clear and concise. A well-written letter demonstrates that you're serious about your concerns and deserve to be taken seriously.
If you haven't heard back in a timely manner, consider following up with a phone call or email. Be polite but persistent in your inquiries. Keep a record of all your communications, including dates and times, if you need to escalate the matter further.
Example: Complaint about Proprietary Software Bundling
[Your Name]
[Your Address]
[Your Email]
[Your Phone Number]
[Date]
[Recipient's Name]
[Recipient's Title]
[Company Name]
[Company Address]
Subject: Complaint about Proprietary Software Bundling
Dear [Recipient's Name],
I am writing to express my concern about including proprietary software with your Foo device model 1. While I commend your commitment to innovation and providing cutting-edge technology, as a passionate advocate for software freedom, I believe that the use of proprietary software directly contradicts the fundamental principles of software freedom, undermines the collaborative spirit that underpins our community, and fundamentally violates the rights of your users.
The freedom to run, study, change, and share software is a fundamental ethical principle for users to fully control the technology in their lives. Proprietary software denies these fundamental freedoms, creating an environment where users are beholden to the whims of the software developer. From an ethical standpoint, denying users these fundamental freedoms is not right. As software becomes ever more integral to our daily lives, users must be able to run, study, change, and share the software they rely on. More information can be found at https://www.fsf.org/about/what-is-free-software.
Please rectify this situation and commit to providing free software on your devices. This means providing the corresponding source code and the instructions to build andinstall it under a free software license, granting users the freedoms they deserve. By embracing free software, you will be doing the right thing ethically.
I am passionate about the principles of free software, and I am happy to provide guidance and answer any questions you may have about making this transition. By working together, we can create a future where technology empowers users rather than restricts them.
Thank you for your time and consideration. I appreciate your timely attention to this matter and anticipate a response and resolution that upholds the values of free software.
Sincerely,
[Your Signature]
[Your Printed Name]
Remember, your voice matters. Writing an effective letter of complaint is about more than venting your frustrations. It's about advocating for your rights and promoting the values of the free software movement. By harnessing the power of a well-crafted letter of complaint, you can contribute to a world where software freedom thrives, and users' rights are respected.