《實用商務(wù)英語寫作教程》課件Chapter 11 Complaint Letters

TopicscoveredCausesofcomplaintlettersFeaturesofcomplaintlettersprocedureCausesofDraftingaComplaintLetterGoodsnotdeliveredproperlyBillingmistakesFaultyproductsandimproperpackagingViolationoftermsandconditionsProblemswithinsurancecoverageLatedeliveryFeaturesofaComplaintLetterConciseCredibleRealisticRealisticConstructivePoliteandfriendlyHowtoWritetheComplaintLetterAddressyourlettertotherightdepartmentWhenwritingaletterofcomplaint,yourbestchanceofsuccesswillcomefromdirectingthelettertothecustomerservicedepartmentofthecompany.Thecustomerservicedepartmentisaccustomedtodealingwithcomplaintsandyourletterislikelytobeprocessedefficientlyandeffectively.HowtoWritetheComplaintLetterGettothepointofyourletterquicklyTheveryfirstlineofyourlettershouldclearlyaddresswhyyouarewritingtheletterandwhatyourexactcomplaintis.Giveasmanypertinentfactsaspossible,includingthedate,timeandlocationwhereyoumadethepurchaseorreceivedtheservice,alongwithanyrelevantserialormodelnumbers.HowtoWritetheComplaintLetterDon’tuseyourletterasameansofthreateningWhenyoureceivedabadproductorservice,youmaybeveryangry,butremembernottouseyourcomplaintletterasameansofthreatening.Ifitisthefirstcomplaintletter,trytomakeitsoundmorelikearequestthanacomplaint.Askthecustomerservicedepartmenttolookintothematterandresolvetheproblem.HowtoWritetheComplaintLetterFollowthewritingguidelinesComplaintlettersarewidelyusedbyeveryonetoexpressdisappointorangeragainstacertainissue.Althoughitisaletterexpressingacomplaint,thewriterisnotexpectedtobeunprofessionalandexpressingviewsrudely.Thecomplainantisallowedtobestrictandcurtinwritingabouthisgrievancesanddemands,butnotrude.Hence,followtheletterwritingguidelinesandrefertothelettertemplatestodrafteffectiveletterofcomplaints.SampleLetter

goodsdeliveredwronglyDearMrWoo,IamwritingtoinformyouthatourorderofSeptember29,2018,number5920-887,wasfilledincorrectly.Weordered100OPPOS19MP4playersand200H135earphones(typec).Theshipmentarrivedyesterday,butinstead,wereceived100MP4playersand100earphones.Thedemandfortheearphonesisgreat,andthiserrorputusinadifficultposition,havingtoresorttoothersupplierstofillourcustomers’needs.Iwouldlikeyoutomakeuptheshortfallofearphonesimmediatelyandensurethattherearenomoremistakeslikethis.Ihaveenclosedacopyofourpurchaseorderandthepaidinvoiceforyourreference.Pleaseconfirmreceiptofthisletter.

YourssincerelySampleletter—poorserviceDearMs.RileyRe:PoorServiceRenderedIamwritingtobringtoyourattentionaseriousissueIhadinyourestablishmentlastweek.Iorderedavegetarianbeanburrito,andhalfwaythroughmymeal,Ibitintowhatturnedouttobeachickenbone.Iamavegetarian,andthepresenceofboneinmyburritowasjarring.Ishowedthebonetothestaff,whoofferedtomakemeanewburritowiththesamebeansthebonepresumablycamefrom.Ididnotwanttoriskeatinganymeatorfindinganotherbone,soIaskedforatacosaladinstead.Iamaregularcustomeratyourrestaurant,andIhaveneverhadanyproblemswithyourfoodinthepast.WhileIamrelativelycertainthiswasafluke,Iamstillconcernedabouthowthebonegotintothebeans.Iwouldliketoknowhowthismighthavehappened.IamalsoconcernedwiththelackofunderstandingIreceivedfromthestaffmemberwhohelpedme.Idon'tknowifshewasworkingalone

ormerelymisunderstoodmyrequest,butsherefusedtoletmespeaktohersupervisorwhileIwasintherestaurant.Ifeltsheactedveryunprofessionally.Ihopetohearbackfromyouaboutthisincident.Icanbereachedbyphoneat(555)867-5309atanytimeorbyemailat

sbulwark@.

SincerelyyoursSampleletter—latedeliveryDearMrFarnsworthRe:DelayeddeliveryofOrderNo.7203-95Weordered6extendabletables,24chairs,8computerworkstations,and8swivelchairsonAugust27,2018.Whenwediscusseddeliverydates,youassuredusthatyouwoulddelivertheitemswithintwoweeks.However,wehaven’treceivedtheitemsuntilnow.Weurgentlyneedtheseitemstorebuildourrefectoryandofficeareaandyourlatenessiscausingagreatdealofinconvenience.Ishouldappreciateyourlookingintothismatterandarrangingfordeliveryofthesegoodswithinthenextthreedays.Iamafraidthatifyouareunabletodeliverwithinthisperiod,weshallbecompelledtocancelourorderandpurchasefromanothersupplier.

YourssincerelySampleletter—faultyproductDearMr.Davidson,AMimomobilehandsetwithawarrantyofoneyearthatIpurchasedfromyourstoreinWindsorAvenueonSeptember102018hasgoneunserviceablewithinaweekofitspurchase.Sincetheservice-stafffromthestorehavecertifiedthatthepieceisbeyondeconomicalrepairandendorsedthesameonthewarrantycard,Irequestyoutoreplacetheunserviceablesetwithanewone.Iamenclosingallrelevantdetailsaboutmypurchaseincludingcopiesofthereceipt,warrantycardandthedefectivehandsetaswell.Irequestyourofficetoprocessmyapplicationandreplacethefaultyhandsetwithanewpieceattheearliestandoblige.Pleaseforwardthecouriertomypostaladdressasstatedinthewarrantycard.

YoursSincerely,Sampleletter–faultyproductDearsirOurorderNo7583-47ofSeptember8forupholsterymaterialshasnowbeendelivered.Wehaveexaminedtheshipmentcarefullyand,toourgreatdisappointment,findthattheyarenotofthequalityweordered.Thematerialsdonotmatchthesamplesyousentus.Thequalityofsomeofthemissopoorthatwefeelthatamistakehasbeenmadeinmakinguptheorder.Thegoodsdonotmatchtherequirementsofourcompany.Wehave,therefore,nochoicebuttoaskyoutotakethematerialsbackandreplacethemwithmaterialsofthequalityweordered.Weareverykeentoresolvethismatteramicably.Ifyoucanreplacethematerials,wearepreparedtoallowtheagreeddeliverytimetorunfromthedateyouconfirmthatyoucansupplythecorrectmaterials.Welookforwardtoyourearlyreply.

YoursfaithfullySampleletter—poorpackagingDearMsWilsonItiswithregretthatImustinformyouofsomeseriousproblemswithyourdeliveryof180pairsgents’whitesportsshoes(OrderNo.2834-33)receivedonOctober27,2018.WhenIopenedtheconsignmenttoday,morethan50pairsofthesportsshoesappearedtobemoldy.Furtherinspectionconfirmedthis,andmystaffandItriedtocleanthem,theycannotberestoredtoasalablecondition.Icanonlyassumethatthepoorpackagingcausedthemtomoldlikethis.Ihavealwaysbeenhappywiththequalityofyourothergoods,butIamafraidIwillhavetoaskforarefundorreplacementforthisorder.Pleasecontactmeatyourearliestconvenienceat3098460.

SincerelyyoursSampleLinesOpeningparagraphIamwritingtoinformyouthatourorderofAugust2,number35701,wasreceivedthismorning.茲寫信通知貴方，八月二日的訂單（訂單號35701）今早已收到。ItiswithregretthatImustinformyouofsomeseriousproblemswithyourdeliveryoftwoboxesofleathersandals,number2158-9,receivedonOctober23,2018.很遺憾，我必須通知你方我們2018年10月23日收到的兩箱2158-9號皮涼鞋在運輸中出現(xiàn)嚴重問題。I’mwritingaboutaproblemwiththepurchaseorder#8492.茲寫信目的是告訴您8492號訂單的問題。SampleLinesMainparagraph(Goodsnotdeliveredproperly)Unfortunately,youhavesentusthewrongitems.WeorderedEasidinetables#42789,butyouhavesentus#42787.很遺憾貴方發(fā)錯貨物了。我們訂購的是#42789號Easidine系列餐桌，然而貴方發(fā)來的是#42787號貨物。Weregretthatyouhavenotsentusallthegoodsweordered.YouhavesentusBluetoothheadsetsbutyouomittedtosendustheearphoneswealsoordered.很遺憾貴方?jīng)]有交付我們訂購的全部產(chǎn)品，我們訂購的藍牙耳機已經(jīng)收到但我們訂購的有線耳機卻沒有一起寄過來。Youhavesentusthegoodswedidn’torder.WereceivedtwodozensofT-shirtsonOctober18.貴方運送來了我方并未訂購的貨物，本月18日，我方收到了兩打我們并沒有訂購的體恤衫。SampleLines(Latedelivery)Whenwediscussedthedeliverydates,youassuredusthatyoucoulddeliverbyOctober28,2018.However,thegoodsarenowthreeweekslate.當初商議交貨日期，貴方允諾2018年10月28日前交貨，然而，現(xiàn)在已延誤三周。Wehavestillnotreceivedthegoods（orderNO.4-2885）weorderedonOctober20,2018.我們至今仍未收到2018年10月20日訂購的貨物（訂單號碼4-2885）。YoupromisedtodelivertheextinguishersweorderedonOctober12,2018,butwehavestillnotreceivedtheconsignment.貴方許諾2018年10月12日發(fā)出我們訂購的滅火器，但是至今我們也為收到這批貨物。SampleLines(Billingmistakes)ThereisamistakeinyourinvoiceofSeptember28,2018.TheunitpriceshouldbeHK$367,buttheunitpriceontheinvoiceisHK$376.您2018年9月28日的發(fā)票上有一個錯誤。單價應(yīng)該是367港幣，但發(fā)票上顯示單價是376港幣。YourinvoicestatedthattheconsignmentcontainedVivoX21cellphones,butinfact,weorderedandreceivedVivoX23cellphones.您的發(fā)票上寫明這批貨包含VivoX21手機，但事實上，我們訂購并收到了VivoX23手機。Youaskedustopayfor20Bluetoothheadsets,butinfact,wejustorderedandreceived10headsets.貴方要求我們支付20個藍牙耳機的貨款，但事實上，我們只是訂購和收到10個耳機。