投诉信  

Letters of Complaint

 

 投诉信是当人们买到了有质量缺陷的商品或者对服务不满时，向有关机构的主管或监督人员所做出的书面表述。其内容往往包括对被投诉事件的回忆，投诉人的心理伤害、经济损失，以及投诉人对被投诉方提出的合理补偿要求等。

投诉信一般包括以下内容：

    1. 自我介绍，交代投诉内容，表明本信的目的和要求。

    2. 说明情况，讲清利害，分析利弊。告诉对方你因此受到的

        伤害或不便，提出解决问题的建议，表明希望如何处理。

    3. 表达希望问题得到迅速恰当解决的强烈愿望，希望尽快得

        到满意的答复。

 写投诉信时语气要冷静、郑重、克制，不必过于礼貌。但也要就事论事，不能进行人身攻击。要合理的表述不满，又要理由充分。同时，在描述问题时尽量采用被动句式，使描述更加客观合理。

 A. 投诉信中的常用句型：

 1. I am writing to express my concern/dissatisfaction/disappointment about our library services.

 2. I wish to draw your attention to the problems with the computer I bought last week./There are some problems

     with…that I wish to bring to your attention.

 3. I feel bad /I am sorry to trouble you but I am afraid I have to make a complaint about…

4. In order to improve the situation, it’s advisable to take the following measures.

5. 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.

6. We would appreciate your willingness to make up for the loss.

7. I do hope that the problems will be solved as soon as possible.

B. 回复投诉信的常用句型：

1. We are sorry that the quality of our goods did not turn out to your satisfaction.

2. We very much regret the mistake with the article number, which resulted in your receiving the wrong goods.

3. We are prepared to meet your claim for the missing 25 tons of weight.

4. We can assure you that such a thing will not happen again in the future.

5. We regret that your shortage claim cannot be accepted.

Sample One

Dear Mr. Chang,

       On September 10, our order for 280 women’s cotton sweaters was duly received, but       we regret to say that 40 white cotton sweaters were seriously soiled.

      We had the case investigated immediately, and the result shows the damage was due         to improper packing, for which the suppliers are definitely responsible.

      Needless to say, we have suffered a great loss from this, as we cannot sell the                   sweaters in this condition to our customers. We would like to claim a complete refund.           Please could you conduct an investigation at your end and reply to us?

                                                                    Yours sincerely,

                                                                           Zhang Lin

Sample Two

Dear Sir or Madam,

       I am writing to make a complaint against your bad delivery service.

       I’m afraid that the enclosed CD player doesn’t work. It is the third one I’ve had to            return this month.

      Other than the three I’ve had to return recently, I’ve always found your products to            be  excellent. I would be grateful if you could send a replacement and refund my postage.

      I look forward to your reply and proper resolution of my problem, and will wait until       the end of this week before seeking help from a consumer protection agency or the Better       Business Bureau. Please contact me at the address on the envelope or by phone at                   54602178.

                                                                  Yours sincerely,

                                                                       Wang Hua

Replies to Complaints

Sample

Dear Mr. Zhang,

      Thank you for bringing the matter to my attention. I regret to inform you, however,           that we cannot give you a refund.

      In this case, the goods are of saleable quality and very carefully packed, so a                    complete refund is out of the question. However, at our company, we feel strongly                  that your satisfaction is our top priority. So, in order to make up for some of the                      inconvenience you have suffered, we should like to compensate you for half of your loss.        Your agreement to the suggested course of action would be appreciated.

                                                                                       Yours,

                                                                                     Chang Hui