1. Shopping Series

2. 第 2 页 Letter of complaint Writing Procedure IntroductionPractice

3. 第 3 页 Writing ProcedureIntroductionPractice Introduction

4. 第 4 页 Introduction When you have problems with faulty goods or services, it is often a good idea to put the details of your complaint in writing. Letters of Complaint

5. 第 5 页 Introduction Letters of Complaint In our daily life, complaints take place now and then. More often do they in business. Because business relations can’t always go smoothly. Sometimes mistakes or incidents will happen. In most cases, they take place when the buyer receives the seller’s delivery. On testing, the buyer finds that the products are not in accordance with the contract. The buyer mainly complains about the products in quality, damage, packing, shortage and the wrong or delayed delivery.

6. 第 6 页 Contents of Letter of Complain Letters of complaint usually include four parts. Background Problem Solution Closing Background Problem Closing

7. 第 7 页 Writing ProcedureIntroductionPractice Writing Procedure

8. 第 8 页 Writing Procedure Contents of Letter of Complaint In the opening part, complaint reasons should be pointed out. In the following part, the reasons should be analyzed and solutions should be given. In the closing part, the buyer hopes that problems will be solved as soon as possible and this kind of thing won’t happen again. In the opening part, complaint reasons should be pointed out. In the following part, the reasons should be analyzed and solutions should be given. In the closing part, the buyer hopes that problems will be solved as soon as possible and this kind of thing won’t happen again.

9. 第 9 页 Writing Procedure Reminders ① Write this letter in mild mood and proper words. ② Make your letter brief and to the point. ③ Include all important facts about the problem. ④ State exactly what you want the recipient( 收信人 ) to do about the problem. ⑤ Avoid writing an angry letter. The person reading your letter probably is not responsible for your problem but may be very helpful in resolving it.

10. 第 10 页 Writing Procedure Useful Sentence Patterns 开头 ◆ I am writing this letter to complain about … ◆ I am writing to express my dissatisfaction / disappointment / concern about … ◆ I regret to inform you that I was not at all satisfied with your service. ◆ I wish to complain strongly about the inconvenience caused to me last week by your company’s inadequate performance. ◆ I am sorry that I have to write this letter of complaint because … ◆ I wish to draw your attention to … ◆ This letter is to notify you that the poor living condition in my apartment should be brought to your attention.

11. 第 11 页 Writing Procedure Useful Sentence Patterns 中间 ◆ The efficiency of your working staff leaves much to be desired. ◆ The reservation service in the restaurant has proved most unreliable. ◆ I am totally disappointed to find that some of the waiters in your pub behave so rudely. ◆ This is more than I could bear / tolerate. ◆ I was shocked at the unpleasant situation in my flat.

12. 第 12 页 Writing Procedure 结尾 ◆ We trust that you will consider this matter seriously and make an effort to prevent the recurrence of this kind. ◆ We shall appreciate very much if you could replace the damaged goods by Tuesday. ◆ We shall be glad to have your explanation and to know what steps you are going to take in the way of compensating for the damage / loss. ◆ We should be thankful if you could give us a refund for the faulty goods. ◆ Please give this matter your urgent consideration. ◆ Please acknowledge receipt of this letter and settle the claim as soon as possible. ◆ Your prompt attention to this matter will be appreciated.

13. 第 13 页 Writing Procedure TEMPLATE Dear_______, I am ______ ( 自我介绍 ).I feel bad to trouble you but I am afraid that I have to make a complaint about_____. The reason for my dissatisfaction is _______( 总体介绍 ). In the first place,_______( 抱怨的第一个方面 ). In addition, ___________( 抱怨的第二个方面 ). Under these circumstances, I find it ________ ( 感觉 )_______( 抱怨的方面给你带来的后果 ). I appreciate it very much if you could _______( 提出建议和 请求 ), preferably ______( 进一步的要求 ),and I would like to have this matter settled by ____( 设定解决事情最后期限 ). Thank you for your consideration and I will be looking forward to your reply. Yours sincerely, Li Ming

14. 第 14 页 Writing Procedure Sample Directions: You bought a digital camera in a store last week, and you have found that there is something wrong with it. Write a letter to the store manager to explain the problem, express your complaints and suggest a solution. You should write about 100 words. Do not sign your own name at the end of the letter. Use “Li Ming” instead. Do not write the address.

15. 第 15 页 Writing Procedure Dear Manager, I venture to write to complain about the quality of the digital camera I bought last Friday at your store. During the five days the camera has been in my possession, problems have emerged one after another. For one thing, the screen is always black, making the camera no different from a traditional one. For another, the battery is distressing as it supports the camera’s operation for only two hours. Therefore, I wish to exchange it for another camera or declare a refund. I will appreciate it if my problem receives due attention. Yours, Li Ming

16. 第 16 页 过渡页 WritingIntroductionPractice

17. 第 17 页 Practice Directions: You bought a pair of shoes from Taobao last week, and you found what I ordered was a pair of shoes of size 37, but I received was a pair of shoes of size 38. Write a letter to the store manager to explain the problem, express your complaints and suggest a solution.

18. 1. 投 诉...... 2. 不满于...... 3. 不能忍受 4. 糟糕的 5. 糟糕的服务 6. 不可思议的 7. 令某人大失所望 8. 调查 1. complain to sb. about sth. (complaint [n]) 2. express my dissatisfaction with //be dissatisfied with sth. 3. hardly put up with / bear / tolerate any more 4. awful 5. poor service 6.inconceivable/ unbelivable 7. out of one’s expectation(s) Much to my disappointment, 8. look into / go into / investigate

19. 9. go wrong 10. return my money to me 11. apply for a full refund 12. Worse still/What’s worse/To make things worse, 13.delay in delivering 14. for the above reasons 15.. pay for the postage 16. make an apology 相关短语 9. 出毛病 10. 退还我钱 11. 申请全额退款 12. 更糟糕的是 13. 推迟交货 14. 基于上述理由 15. 付邮资 16. 道歉

20. [ 例题导写 ] 1. 开门见山、写明目的。凡书信开头, 一般可使用 “I’m writing to...” 的句型开门见山点明写信目的。请根据中文 完成句子。 (1) I am writing to make a complaint about ____________________________________.( 我在你网站上 购买的鞋子 ) the pair of shoes I bought on your website

21. (2) I am writing to complain that _______________________________________ ___________________. _______( 我在你网站上 购买的鞋子有点问题 ) there is something wrong with the pair of shoes I bought on your website

22. (3) I am writing to inform you that _____ ___________________________________ _______. ( 我不满意在你网站上购买的鞋子 ) (4) I am writing to ___________________ _____ ( 对 …… 表示失望 )the shoes I bought from your website. show my disappointment about satisfied with the shoes bought on your I am not website (3) I am writing to inform you that _____ ___________________________________ _______. ( 我不满意在你网站上购买的鞋子 ) (4) I am writing to ___________________ _____ ( 对 …… 表示失望 )the shoes I bought from your website. satisfied with the shoes bought on your I am not website

23. 2. ( 申购情况和实际情况的对比 ) 我订购的是 ……, 但我收到的是 …… What I ordered was... but I received... 3. 一双 37 码的鞋子 a pair of size-37 shoes a pair of shoes of size 37

24. 4. 邮费 _________ 5. 给某人退款 / 某人获得退款 ___________________________ postage give sb. a refund/get one’s refund 6. 寄回 : ____________ 7. 为 …… 付款 : _________ send /post...back pay for...

25. [ 参考范文 ] Dear Sir ， I’m writing to complain about a pair of sneakers I recently purchased from your website. What I ordered was a pair of black size-37 shoes but I received a pair of white, size-38 shoes instead. Worse still, there was a ten- day delay in delivering my shoes, which should have been received on April 10.

26. For the above reasons, I demand either a new pair of black size-nine shoes be posted to me immediately or I should be given a full refund. Also, if I send back the wrong shoes, will your company pay for the postage? Thank you for your consideration. Yours sincerely, Li Hua

27. 第 27 页 Practice [ 参考范文 ] Dear Sir ， I’m writing to complain about a pair of sneakers I recently purchased from your website. What I ordered was a pair of black size-37 shoes but I received a pair of white, size-38 shoes instead. Worse still, there was a ten- day delay in delivering my shoes, which should have been received on April 10.

28. 第 28 页 Practice For the above reasons, I demand either a new pair of black size-nine shoes be posted to me immediately or I should be given a full refund. Also, if I send back the wrong shoes, will your company pay for the postage? Thank you for your consideration. Yours sincerely, Li Hua

29. 第 29 页 Practice 通 Assignment

30. Thanks