Letter of Complaint Letter of Adjustment Writing WTask

投诉信和调解信 Letter of Complaint & Letter of Adjustment

案例 Writing W-Task 2 Dear Sirs, 自我介绍，交代投诉内容 I am writing to inform you that the shirt you sent me is in a wrong size. 说明情况，分析利弊 I ordered a shirt (order No. 890560) in size 39 from your company online three weeks ago. But yesterday when I got the shirt, I found it was in size 40. Obviously, the size doesn’t fit me at all. 希望问题恰当解决，或尽快得到满意的答复 I’d be grateful if you could send me the right-sized shirt as soon as possible and refund my postage after I send the wrong-sized shirt back to your company. I really appreciate your help. Yours faithfully Li Hong

If youe were the seller, how would you reply to the buyer?

Accept? Decline?

Adjustment Letter Task 1 Complete the following letter of adjustment with the given expressions. We will send you Please accept our apology Thank you for your letter We are so sorry that

Dear Mr. Benson, Thank you for your letter of March 12. the computer you bought from us We are so sorry that arrived in such poor condition. It might have been damaged during shipment. We will send you a new computer as soon as possible. To ensure it reaches you safely, it will be double-packed this time. Please accept our apology for the inconvenience it has caused. Yours sincerely, Emily Watson Customer Service Manager

Typical Sentences Para 1: Thank you for your letter of Para 2: We are so sorry that Para 3: We will Para 4: Please accept our apology for

练一练 Dear Mr…. , 1 Thank you for your letter of November 20. 2 We are so sorry that the shirt you received is in a wrong size. It might have been an error because of our carelessness during the Double 11 shopping carnival. 3 We will send you the right-sized shirt as soon as possible and refund your postage after you send the wrong-sized shirt back to my company. 4 Please accept our apology for the inconvenience it has caused. Yours sincerely, Wang Yi Customer Service Manager

练一练 • • Dear Sir or Madam， I am writing you to express my dissatisfaction with my roommate and request for another accommodation next term. • My main problem is that I can not study in my room because my roommate always has friends visiting. He also has parties, which usually ends early in the morning, several times a week. Furthermore he often borrows my things without asking me. • I cannot accept this situation any longer, especially because I have a very important exam next term and I really must study hard. This is why I would be very grateful if I could have another room next term. • I am looking forward to hearing from you soon. Yours faithfully,

Adjustment Letter Task 1 Task 2

Writing W-Task 2 Suppose you are the customer service manager of your company. Write a letter of adjustment to the letter of complaint in Task 1 on Page 90.

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.

Writing W-Task 1 -2 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 Purchasing Officer

Writing W-Task 2 Dear Mr. Walters, 1 Thank you for your letter of November 15. 2 We are so sorry that the goods you received have not been supplied correctly. It might have been an error during shipment. 3 We will make up the shortfall as soon as possible, and promise that such things will never happen again. 4 Please accept our apology for the inconvenience it has caused. Yours sincerely, Wang Yi Customer Service Manager

4 经典句型归纳 • I’m writing to you because I need to complain to you about… • 写这封信是想向你投诉…… • I’m sorry to point out the defect in the… • 对不起我得指出……的毛病。

4 经典句型归纳 • We wish to make the following complaint to you and hope you can do something about it. • 我们想向你们投诉以下问题，希望你们予以解决。 • I have been pleased with your services for years, but now I feel very disappointed. • 多年来我一直很满意你们的服务，但现在我非常 失望。

4 经典句型归纳 • I would like to draw your attention to the problem / fault… • 我想让您知道这个问题 / 错误…… • I wish to express my dissatisfaction / disappointment about… • 我想表达我对……的不满 / 失望。

4 经典句型归纳 • I would appreciate it very much if you could give me the refund. • 如能退款，不胜感激。 • I strongly insist that you change…as soon as possible. • 我强烈要求尽快换……

4 经典句型归纳 • I believe you will take my complaints seriously and… • 我相信你会认真对待我的投诉，并且…… • I hope you will give due attention to this matter. • 希望对此事你能给予足够的重视。 • I would like to get this matter settled by the end of this month. • 我希望能在月底解决这事。

4 经典句型归纳 • l hope you can make an investigation into this matter as soon as possible. • 我希望你们能尽快调查此事。 • If it is not properly settled, I would ask you to give my money back, or I would complain to the concerned authorities. • 如果此事不能妥善解决，我将要求退还支付款项，或者向 有关部门投诉。

Writing W-Task 1 -1 Task 1 Fill in the blanks with the words given below. Change the form if necessary. inconvenience ask otherwise ensure hear shipment but inform 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 but it contained only 10, 000 batteries. yesterday, ____

Writing W-Task 1 -2 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 inconvenience considerable ______. ask you to make up the shortfall I am writing to ____ ensure that such errors do not immediately and to _____ Otherwise happen again. _____, we may have to look elsewhere for shipment. I look forward to hearing ______ from you by return. Yours faithfully, Jack Walters Purchasing Officer

练一练 staff member / telephone bill overcharge / overseas calls Complaints Department / interrupt deal with / unacceptable be disciplined / make an apology to

5 练一练 自我介绍，交代投诉内容 • Dear Sir, • I am writing to let you know the terrible attitude of one of your staff member. I received my telephone bill for the previous month from you and thought there were some errors in calculation: I had been overcharged for two overseas calls. •

5 练一练 说明情况，分析利弊 • • However, when I called your Complaints Department, the girl who answered my phone was very rude. For one thing she interrupted me continually; for another she even said that the fault was my own. Needless to say, such a way of dealing with customers is unacceptable.

5 练一练 希望问题恰当解决，或尽快得到满意的答复 I would like to suggest that the girl in question should be disciplined, and instructed on the proper way to deal with clients. And I hope she can make a formal apology to me. • An early response will be appreciated. • • • Sincerely yours, DELL

4 范文 • Directions: • Suppose you met a rude salesperson in a supermarket. Write to the sales manager of the supermarket to show your complaints. •

4 范文 • Dear Sales Manager, • This letter is a complaint concerning the actions of your salespersons. •

4 • • 范文 On Thursday, May 2, 2004, around 3 p. m. , I went to your store to look for an outfit. When I asked an available salesperson, Ms. Maria Johnson informed me that she was busy and that I would have to find it myself. I explained that I couldn’t find it. She then said in a rude tone that if I couldn’t find it, it means that the store did not have it, and that I needed to look somewhere else.

4 • 范文 I felt that Ms. Johnson was rude. I hope you will confront Ms. Johnson about her behavior. I shop frequently at your store and I look forward to a more pleasurable shopping experience next time. • Sincerely Yours, • Julia Taylor

• • Dear Sir or Madam， I am writing you to express my dissatisfaction with my roommate and request for another accommodation next term. • My main problem is that I can not study in my room because my roommate always has friends visiting. He also has parties, which usually ends early in the morning, several times a week. Furthermore he often borrows my things without asking me. • I cannot accept this situation any longer, especially because I have a very important exam next term and I really must study hard. This is why I would be very grateful if I could have another room next term. • I am looking forward to hearing from you soon. Yours faithfully,