1．Complaints投诉

No matter how efficient a business firm tries to be，mistakes will occur．A customer may receive the wrong merchandise，slow services，invoices or statements that contain errors．The best steps you take to correct the above situations are to make complaints．Your complaints can be either mild and polite or direct and strong．

People writing complaints are interested in one thing:satisfaction．If the merchandise is faulty，they want it replaced at no cost or inconvenience to themselves．If the service is poor，they want an apology and assurance that service will improve;they may even want some compensation for the inconvenience．If an error has been made，they want it corrected．

Writing Suggestions

Opening:The opening states the problem and gives as much information as possible．

Body:　The body gives any additional information—why it is necessary to write，why you are inconvenienced，etc．The body also states what you want done—what you consider a reasonable demand to satisfy your claim．

Closing:　The closing expresses confidence that the company will handle the matter satisfactorily and fairly．

When writing claim letters，try to keep the goodwill of the reader;there should be no threats，accusations or antagonizing expressions．

Sample Letters

a．Complaint about Delay

Dear Sir，

On October 20 we ordered from Mr．Robinson，the salesman for our territory，stationery and office supplies for use in our office．We asked that the order be sent before the end of 2014．The duplicate sales confirmation that we have is No．3455．We have not yet received the order，even though it is past the promised delivery date．We did，however，receive an outgoing invoice1 for $ 475．13．

Would you please check to see the reason for this delay．We are getting quite low on certain items in the order;and unless we receive this order soon，it will be difficult for our office to operate properly．

Is it possible to send this order so that it reaches us by January 10，2014?We are，of course，holding your invoice for payment until we receive the order．

Please let us know immediately，either by telephone or special-delivery letter，what has become of our order and how soon we shall receive it．We are sure that you will take care of the difficulty promptly．

Yours faithfully，

Note:This letter begins by stating the problem;facts and names are given．There is no threatening or antagonistic language．The writer states what is desired．The ending expresses confidence that the firm will handle the matter．

注意：此信以陈述问题开始，事实清楚，而且没有任何威胁或对抗性语言。写信人只不过是表达了他的愿望，并在信末表示相信对方一定能够妥善处理此事。

b．Complaint about a Broken Radio

Ladies and Gentlemen，

The wood-grained radio I ordered from your store arrived broken．Apparently，no packing had been placed in the box before it was sent from the warehouse．

This radio was purchased on June 25 and charged to my account under your Sales Account2 PL538795．I am returning the broken radio to your store and would appreciate your replacing it with a new one in the same size and wood-grained finish．

The radio is to be a birthday gift，so I would appreciate receiving the replacement by July 28．

Sincerely yours，

c．Complaint about Poor Packing

Dear Mr．Brown，

I am writing with reference to Order No．AS 671 which we received last week．

When we checked the machine we noticed some damage to the case and when we turned on it，it did not work．It seems that the machine was not packed properly or tested before dispatch．Please let us know what you intend to do in this matter．

I look forward to hearing from you soon．

Yours sincerely，

d．Complaint about Missing Goods

Dear Mr．Onaka，

Invoice No．5654AH

I am writing in connection with the above invoice for an MX3 electronic computer．We received this machine yesterday．Unfortunately，the cover for the computer is missing．We would be very grateful if you could send us one as soon as possible．

I look forward to hearing from you．

Yours sincerely，

e．Strong Complaint of Non-delivery

Dear Mr．Basuki，

Order 2789

It is now over seven months since we placed the above order with you and we are still waiting for Linton filing cabinets．I should like to remind you that we have already paid for these cabinets．We really must insist，therefore，that you deliver them immediately or refund3 our money．

Unless we hear from you within seven days，we will be forced to take legal action．

Yours sincerely，