English Writing for Careers Letter of Complaint Complaint

English Writing for Careers Letter of Complaint 投诉信 Complaint

Contents Lead-in Sample Analysis Practice Mini-project

Lead-in Gloria complaints to Rose about her products. Watch the video clip and try to find what Gloria’s complaint is.

Group Presentation & Discussion Complain about ----

Sample Analysis Letter A: A Complaint for poor quality Dear Sir or Madam, I venture to write to complain about the quality of the digital camera Model TV 210 I bought last Friday at your store. During the five days 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. Yours sincerely, Wang Lan

Sample Analysis Letter B: A Complaint for Wrong delivery Dear Sirs, I am writing to inform you that the goods your company shipped for us have not been supplied correctly. On 1 November 2008 we consigned (托运) 12, 000 super long-life batteries to your company for shipment. The consignment (托运的货物) arrived yesterday, but it contained only 10, 000 batteries. This error put our firm in a difficult position, as we had to make some emergency purchases to fulfill our commitments to all our customers. This caused us considerable inconvenience. I am writing to ask you to make up the shortfall immediately and to ensure that such errors do not happen again. Otherwise, we may have to look elsewhere for shipment. I look forward to hearing from you by return. Yours faithfully, Jack Walters

Sample Analysis Questions for comprehension: 1. What are the purposes of each letter? 2. What is the key to write a complaint letter? 3. How should an appropriate complaint letter be arranged?

Sample Analysis When complaining Begin directly; Identify the situation (delivery is defected or damaged / delay in deliverywrong billed invoice / mix-up in delivery); Make certain that the complaint is based on facts; The claim should be practical and acceptable to the other side; End friendly but firm.

Sample Analysis Ø Making a complaint Writing Principles + explain the problem + background (what, when, where, color, model no…. ) + how you suffered ( if necessary) ØAction required (replace the faulty goods, refund the money, repair the goods) with deadline Ø Closing State that you look forward to hearing from them soon and that you appreciate their help.

Practice Decide which department should be responsible for the following complaints B C D A E

Practice Fill in the banks. Dec. 23 Dear Sir or Madam, I am writing this letter to complain about (我写信投 _________________ 诉）a camera which I bought in your shop last month. I took some photos with it. But when I got home and had I am very the film developed, I found no pictures at all. _____ upset about it _________（我对此很不满意）. I have already sent the camera back to you by post and strongly you refund me as soon as possible insist that_______________. (尽快赔款） Yours sincerely, Wang Lan

1 Dear Mr. Smith, On October 16, our order No. 125 for the toys was duly received, but we regret to say that 25% of them are broken and some are badly scratched. We had the case investigated immediately, and the result shows the damage was due to improper packing, for which the suppliers are definitely responsible. Needless to say, we have suffered a great loss from this, as we cannot sell the toys in this condition to our customers. We trust you can understand that we expect the compensation for our damaged goods. We ask you to conduct investigation at your end and reply to us. Sincerely yours, Jane Green English Writing for Careers Rizhao Polytechnic

Thank you !