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1、 Writing Complaint Letter & ReplyWarm upnWhat should we do when we want to complain to a business?n1. Complain to the business in person or by phone.n2. Write a complaint letter To the person whose name you were given or someone in the customer-service department.n3. complain to people outside the c
2、ompany, such as Better Business Bureau / local customer groups / Industrial and commercial Bureau / consumer counciln4. take legal action Bring an accusation against the companyWhen you have problems with faulty goods or services, it is often a good idea to put the details of your complaint in writi
3、ng. Letters of ComplaintLetters of Complaint 110, Nanyuan Road, Taicang, 201800 Dec. 23420, Renmin Road,Five Star Shopping Mall ,Shanghai, 201800Dear Sir or Madam, I venture to write to complain about the quality of the digitalcamera Model TV210 I bought last Friday at your store. During the five da
4、ys the camera has been in my possession, problems have emerged one after another. The screen is always black, making the camera no different from a traditional one. Therefore, I wish to exchange it for another camera or declare a refund. I will appreciate it if my problem receives due attention. You
5、rs sincerely, Wang LanThe inside addressThe salutation bodyThe complimentary closeThe signatureTyped nameThe heading, including the dateFormat of a Format of a letterletterrelated words & expressionsncomplain against sb. about sth. 投诉投诉.nput up with / bear / tolerate 忍受忍受nbreak down 损坏损坏 nfault / de
6、fect 缺陷缺陷nawful 糟糕的糟糕的npoor service 糟糕的服务糟糕的服务nout of ones expectation 令某人大失所望令某人大失所望nlook into / investigate 调查调查nmatter 事件事件nsolve 解决解决nreplacenrefundUseful Sentence Patterns开头1. I am writing this letter to complain about 2. On April 11 our order for was duly received, but we regret to say that we
7、re seriously damaged.3. I bought from your shopping mall last Monday, but now I found a defect in中间1. The problem has greatly affected my daily life and caused a loss to my business.2. This is more than I could bear / tolerate.4. I was shocked at the unpleasant situation in my flat.结尾1. Can you plea
8、se arrange to deliver a new as soon as possible?2. We should be glad if you would replace as soon as possible.3. I would like to have a refund or a replacement.4. I hope that my problem will get your consideration. Letters of com plaint usually include the following stages: Making a complaint + expl
9、ain the problem + background (what, when, where, color, model no.) + how you suffered ( if necessary)Action required (replace the faulty goods, refund the money, repair the goods) with deadline Closing State that you look forward to hearing from them soon and that you appreciate their help.Sample 1
10、in the bookMaking a complaint + background: + problem: + how you suffered: Action required Closing what DVD player when last weekwhere in your shopdefect, no imagestill waitingdeliver a new DVD player Dec. 23Dear Sir or Madam,_(我写信投我写信投诉）诉）a camera which I bought in your shop last month. I took some
11、 photos with it. But when I got home and had the film developed, I found no pictures at all._（我对此很不满意）（我对此很不满意）. I have already sent the camera back to you by post and strongly insist that_. Yours sincerely, Wang LanPractice nowI am writing this letter to complain aboutI am very upset about ityou re
12、fund me as soon as possible你上星期五在商店买了台电视机，昨天送货上门，你上星期五在商店买了台电视机，昨天送货上门，但是晚上就出了故障，没有图像。你写信给销售但是晚上就出了故障，没有图像。你写信给销售经理，要求经理，要求7个工作日内更换或者退款。个工作日内更换或者退款。Your TaskYour Task March 20,2013Dear Manager, I am writing this letter to complain about the quality of the TV set I bought last Friday at your store. I
13、t was sent to my home yesterday, but I found there was no image at all. Therefore, I wishTo exchange it for another TV set or declare arefund within 7 workdays. I would be grateful if you could have this matter settled. Yours, Li MingPractice1 in the bookPractice1 in the book1.our order for 310 cott
14、on sweaters2.This has been very bad for our business3.Replace the damaged sweaters as soon as possibleReply to a complaint lettern1. Receiving the complaint letter & making apologizen2. How to solve the problem with deadline / explanation of the problemsn3. ending (polite)Related expressions1. Thank
15、 you for your letter of May 23, concerning the goods you ordered two weeks ago.2. We have received the letter in which you complained about3. Im sorry to hear of the damage to your4. We are sorry for the inconvenience you have experienced, but we cannot be held responsible for the 5. Please accept m
16、y apologies for. Sample 2 in the bookSample 2 in the bookPara.1 -Receiving the complaint letter & making an apology We have received the letter in which you complain about the quality of the DVD player you had bought from our shop. I apologize to you for our after-sales services, too.Para 2 - How to
17、 solve the problem with deadlineWe will go to your home to replace the damaged DVD player before 4 pm, next Monday Para 3 - EndingIf you have other questions, please contact June 7, 2012Dear Miss Zhang: _ ( 我们我们收到了你收到了你6月月4日的来信）日的来信） in which you madeus aware of the problems in our products. _ ( 我们为
18、产品给你带来的麻烦表示道歉）我们为产品给你带来的麻烦表示道歉）. As you wish, _(我们将在本周为你更换一台新的电视机）我们将在本周为你更换一台新的电视机） Thank you again for your time and efforts. I am sure the problem will soon be solved to your complete satisfaction. Sincerely yours Mr.WuPractice We have received your letter of June 4We are sorry for the trouble th
19、e product has caused youwe will send you a replacement within this week.Practice 2 in the bookPractice 21. Concerning the goods you ordered last week2. We cannot be held responsible for the damageyou contact the Shipping CompanyAssignment Practice 3 in the book Jan. 20,2007Dear Sir, I am pleased tha
20、t the refrigerator I ordered two weeksago had arrived on time. But it is a pity I found there was something wrong with the freezer. After I used it for two weeks I found that food stored in the freezer turned bad very quickly, I was surprised to find the temperature was around 16%, far from the standard temperature. This problem has affected my daily life. Would you pleased send a repairman as soon as possible? I hope that my problem will get your kind consideration. Yours faithful Zhang Li
