英语投诉信_投诉信英语
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How to Write Complaint Letters
Format of complaint letter 1.Background
This section describes the situation;e.g.I am writing to inform you that the goods we ordered from your company have not been supplied correctly.I attended your exhibition Sound Systems 2008 at the Fortune Hotel(22-25 January)and found it informative and interesting.Unfortunately, my enjoyment of the event was spoiled by a number of organizational problems.I am a shareholder of Sunshine Bank and I am very concerned regarding recent newspaper reports on the financial situation of the bank.Your company is listed as the auditor in the latest annual report of the bank, so I am writing to you to ask for an explanation of the following iues.I am writing to inform you of my diatisfaction with the food and drinks at the 'European Restaurant' on 18 January this year.2.Problem---Cause and Effect In the second paragraph you should identify what the iue is and any relevant information that you believe is important.Be sure to include the following information if it's applicable to the situation: the date/time of the iue, location, name of person on duty, name of product, what the problem was, your account number, model number, price, warranty information and reference number.Be sure to stick with the facts and avoid putting emotions into your letter.Cause: e.g.On 21 March 2008 we placed an order with your firm for 12,000 ultra super longlife batteries.The consignment arrived yesterday but contained only 1,200 batteries.Firstly, I had difficulty in registering to attend the event.You set up an on-line registration facility, but I found the facility totally unworkable.You sent us an invoice for $10,532, but did not deduct our usual 10% discount.We have found 16 spelling errors and 2 mis-labelled diagrams in the sample book.Effect: e.g.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.Even after spending several wasted hours trying to register in this way, the computer would not accept my application.I am therefore returning the invoice to you for correction.This large number of errors is unacceptable to our customers, and we are therefore unable to sell these books.3.Solution
The next paragraph should state what you would like done to resolve the situation.If you received poor service, you could request an apology or a coupon.If a product malfunctioned, you could request that you could exchange the product for a new one or request a refund.e.g.I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.Could I please ask you to look into these matters.Please send us a corrected invoice for $9,479 I enclose a copy of the book with the errors highlighted.Please re-print the book and send it to us by next Friday.4.Warning(Optional)
e.g.Otherwise, we may have to look elsewhere for our supplies.I'm afraid that if these conditions are not met, we may be forced to take legal action.If the outstanding fees are not paid by Monday, 7 April 2008, you will incur a 10% late payment fee.5.Closing I look forward to receiving your explanation of these matters.I look forward to receiving your payment.I look forward to hearing from you shortly.Be sure to keep a copy of the letter for yourself and include photocopies of any relevant documents and enclose them with your letter.Sample letters Sample 1 Complaint about none delivery
Dear Mr.Petri:
We haven’t got the personal computers we ordered on June 3.On June 3, we placed an order for ten sets of personal computers.When we discued the matter on delivery, you promised that it would be made before June 20.However, it is 10 days past the deadline, and your goods still have not reached us.We need these PCs urgently to improve the efficiency of our work;therefore, your failure to deliver them has put us into trouble.We appreciate your seeing the matter seriously and arranging for the delivery within 5 days.I’m sorry to say if you are still unable to deliver them by July 5th, we shall reluctantly cancel our order and ask for compensation.Sincerely yours, Li Ming(Sample 1 开头告诉对方为何写此信，然后说明事情的来由，即订购了10台个人电脑却迟迟不见到货。现在又等了10天，还不见动静。指出厂家违反了之前的承诺，同时说明这些产品对自己公司的重要性以及不到货带来的麻烦。说明事态的严重性之后，提出了解决办法---再给5天的宽限期以示友好。最后提出了在7月5日之前不交货，就要取消订单并要求赔偿。这封信思路清晰，组织合理，措辞得当，易于让人接受。)
Sample 2 Complaint about poor packing
Dear Sirs: Have you taken care in checking your packing before you send us the goods? What a terrible state they are in now!Why are so many goods nude and broken? According to our contract, you are responsible for sound packing, but now you have been failed in fulfilling your duty!Why is that?
We have never seen a supplier whose packing is so poor!It is obviously that we cannot accept them.Replace them or refund the payment.If you cannot give us a reasonable explanation and fail to deal with it ,we will consider turning the whole matter into the court!Sincerely yours, Li Ming(Sample 2开头用问句发了一顿牢骚，但并未指明货物是哪批，会让人摸不着头脑。紧接着措辞严厉地指出卖方违反了包装义务，指责这样的供应商是前所未见的。然后要求换货或者退还货款，最后还威胁说不处理好此事就在法庭上见，这让人觉得不舒服。从整篇文章看，写信人是在极其生气的情况下写这封信的，因此没有经过慎重考虑。而且还没有考虑到，读者不一定是直接责任人，包装不好不一定就是在装船前发生的，还可能是运输过程中发生的。作为商务信函，要考虑保持良好的合作关系，因此下笔之前要仔细斟酌。而且文中有语法错误，第一段第一句中的send应该是过去式sent；第三段第二句obviously应该是形容词obvious。
要点:1)反映问题 2)提出解决方案 3)提出尽快解决问题的希望并对此表示感谢.Practice 1.You bought a mobile phone from a department store, but found it broken three days later.When you returned it to the store, the aistant refused to replace or repair it.Write a letter to the customer service manager.1)telling about the bad service you received 2)asking for a replacement of your mobile phone Dear Sir or Madam, On October 10 this year, I purchased a red mobile phone, Mora 1080, in one of your chain shops name East Division.I regret to tell you that only three days after the purchase, I found the phone couldn’t work normally.It shut itself down automatically several times a day.I returned it to the store to exchange for a new one, as I had a 3 year extended warranty for it.However, the aistant from whom I had bought this machine refused to replace it and even told me to repair it myself.Would you please let me know when your store would replace if for me or how you would like to deal with this? I appreciate you if you can telephone me at 32165426.Yours sincerely
Li Ming
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