本公司上月向貴方訂購(gòu)Tanson

1、Unit 12 Complaint LettersDecember 2007 Case Study You saw the advertisement below in a newspaper and decide to buy this wonderful lighter. Four days later, you received a matchbox named “Perfect Lighter”. You should send to a letter of complaint to the firm. New! The Perfect Lighter Economical: uses

2、 no gas or batteries Quick: lights your cigarette twice as fast as an ordinary lighter.Special Offer: only $5 Post to: Lightfast, Chest ford, Sheffield 594Complaint letter Dear Sir or Madam: I saw your advertisement for “ the perfect lighter” in the News Sunday last week and immediately send off a $

3、5 postal order and the the completed form in order to receive the order.Background Complaint letter Imagine my surprise when all I got in return was a box of matches! I could understand a mistake, I might even pardon a joke, but in this case, your advertisement is a deliberate lie since a friend of

4、mine who also sent the coupon got the same result!Problem Complaint letter I think it is shame to promise an economical lighter when in fact you are not selling a lighter at all. Instead of saying it works quickly, you should admit that you are offering matches. And what about “only $5”: I usually p

5、ay 10 cents for a box of matches, and they are often given away free. Reasons Complaint letter I regard your advertisement as a serious deception and demand that you send me my money back immediately. Otherwise, I will take active steps to make sure the Consumers Association hears about it. Yours fa

6、ithfully Walter ScottwarningsolutionLetters of complaint usually include the following stages:lBackground lProblem - cause and effect lSolution lWarning (optional) lClosing1 Background This section describes the situation; e.g.l I am writing to inform you that the goods we ordered from your company

7、have not been supplied correctly. l I attended your exhibition Sound Systems 2007 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 organisational problems. l I am writing to inform you of my dissatisfac

8、tion with the food and drinks at the European Restaurant on 18 January this year. l 2 ProblemsCause: l On 19 November 2007 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries. l Firstly, I had difficulty i

9、n registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable. l We have found 16 spelling errors and 2 mis-labelled diagrams in the sample book. 2 ProblemsEffect: l This error put our firm in a difficult position, as we had to make some

10、emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience. l Even after spending several wasted hours trying to register in this way, the computer would not accept my application. l This large number of errors is unacceptable to our customers, and

11、we are therefore unable to sell these books.3 Solutionl I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. l Could I please ask you to look into these matters. l I enclose a copy of the book with the errors highlighted. Please re-p

12、rint the book and send it to us by next Friday. 4 Warning (optional) l Otherwise, we may have to look elsewhere for our supplies. l Im afraid that if these conditions are not met, we may be forced to take legal action. l If the outstanding fees are not paid by Wednesday, 5 December 2007, you will in

13、cur a 10% late payment fee. 5 Closingl I look forward to receiving your explanation of these matters. l I look forward to receiving your payment. l I look forward to hearing from you shortly. Read and Comment Gentlemen: I am angry, disgusted, and will never believe anyone who sells or represents the

14、 XYZ company. I need not to tell you that the best way to lose future sales is to misrepresent a product; and Ill also tell you that if I could get my hand on the sales man who sold this bike to me, Id hit him. When bought the bike from the Anderson Department Store, Main Street, Jonesville, in Marc

15、h of this year, I was told that this was the best bike on the market, and its parts would be easy to obtained.Read and Comment As you will note, there is a box along with this letter. Inside the box is the broken part, which is the cause of all the trouble. (note: If you know the name of a broken pa

16、rt, mention it!) After having talked to seven repair shops in my city, I was furious at being told there were no replacement parts on the market. I am asking that you either replace the enclosed part, or send me a replacement bike. Ive never begged, borrowed, or cheated in my entire life, and I have

17、 absolutely no feeling of guilt in making this request. James ChristopherRead and Compare Dear Sir or Madam, In March of this year I bought a bike made in your company from the Anderson Department Store, Main Street, Jonesville. I was told that this was the best bike on the market, and that parts wo

18、uld be easy to obtain. Unfortunately, I had used it only a few days when the part I enclosed was broken, which I the cause of all the trouble. I have tried unsuccessfully to buy replacement parts in seven repair shops in my city. Consequently, Id like you either replace the enclosed part or send me

19、a replacement bike. I will appreciate anything you can do to help me on this matter. Yours faithfullyHow to write a complaint letterl Keep in mind that most errors are unintentionall Be honest and straightforwardl Maintain a firm but respectful tone, and avoid aggressive, accusing languagel Send onl

20、y photocopies of receipts and other documents, and retain all originalsl Voice your feelings in a tactful but firm way. However, dont threaten legal action unless you are willing to follow through with itl If your letter focuses on a single individual, avoid making generalizations about the company

21、or organizationl Include your contact information (name, address, phone number, and e-mail address)l If a first letter does not bring action, assume a stronger but still respectful tone in the next one. If two or three letters do not resolve the problem, send one to the president or CEO of the compa

22、ny or entity. In each case, be firm but polite. In-class Writing l 本公司上月向貴方訂購(gòu)Tanson 1GHz Pentium X 電腦二十四臺(tái)。當(dāng)初商議交貨時(shí)間，貴方作出承諾，12月2日前交貨。然而這批貨物已經(jīng)延誤兩周，而貴方從未告知確切的交貨時(shí)間。l 本公司迫切需要使用這批電腦，來(lái)提高公司的行政管理運(yùn)作效率，而貴方遲遲不能交貨，給我們帶來(lái)極大不便。l 謹(jǐn)希望貴方對(duì)此進(jìn)行調(diào)查，并在三天內(nèi)安排發(fā)貨。l 如果三天內(nèi)貴方不能交貨，我們將不得不取消訂單，向其他供應(yīng)商購(gòu)買(mǎi)。 Dear Mr. Lee Delayed delivery of Order No.