投诉信回信(complain letter)英文

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Introduction:Letters of complaint usually include the following stages: Background Problem - cause and effect Solution Warning (optional) Closing Background This section describes the situation; e.g.

I am writing to inform you that the goods we ordered from your company have not been supplied correctly.I attended your exhibition Sound Systems 2011 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.I am a shareholder of Sunshine Bank and I am very concerned regarding recent newspaper reports on the financial situation of the bank. Your company is listed as the auditor in the latest annual report of the bank, so I am writing to you to ask for an explanation of the following issues.I am writing to inform you of my dissatisfaction with the food and drinks at the 'European Restaurant' on 18 January this year. Problem 1.Cause:

On 28 March 2011 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. Firstly , I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable .You sent us an invoice for $10,532, but did not deduct our usual 10% discount .We have found 16 spelling errors and 2 mis-labelled diagrams in the sample book. 2.Effect:

This error put our firm in a difficult position, as we had to make some emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience.Even after spending several wasted hours trying to register in this way, the computer would not accept my application.I am therefore returning the invoice to you for correction.This large number of errors is unacceptable to our customers, and we are therefore unable to sell these books.

Solution I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.Could I please ask you to look into these matters.Please send us a corrected invoice for $9,479I enclose a copy of the book with the errors highlighted. Please re-print the book and send it to us by next Friday.

Warning (optional) Otherwise, we may have to look elsewhere for our supplies.I'm afraid that if these conditions are not met, we may be forced to take legal action.If the outstanding fees are not paid by Wednesday, 13 April 2011, you will incur a 10% late payment fee.

Closing: look forward to receiving your explanation of these matters.I look forward to receiving your payment.I look forward to hearing from you shortly.

Politeness；he tone of complaint letters should not be aggressive or insulting, as this would annoy the reader and not encourage them to solve the problem. In addition, questions such as 'Why can't you get this right?' should not be included. Content The content should contain enough details so that the receiver does not have to write back requesting more. Legal action is not normally threatened in the first letter of complaint, unless the situation is very serious.

Adjustment letterAcknowledging receipt of a complaint letter ；hank you for your letter of … regarding / concerning / in connection with … I refer to your letter of … about / relating to … Apology for the error or fault ；We must apologise for …；We sincerely apologise for … ；Please accept our apologies for … ；I would like to apologise for the error made by our company in (verb+ing)；

Accepting the ComplaintWe agree that the usual high standards of our products / services were not met in this instance. ；A short explanation of the fault ；Introductory phrase；As a result of our investigation, we found that... (Not: After our investigation...)

Causes :The error was caused by … / was due to … ；Apparently, the problem was the result of … / resulted from … ；The cause of / reason for the mistake was …

Effects ：As a result … ；This led to … ；Consequently …

Solutions ：We have modified / changed our ... ；We have implemented a system to...；To prevent re-occurrences we have set up a verification procedure.

Assurances ：e assure you that this will not happen again.

Investigation to be made ：We are currently investigating the cause of ...；We will investigate the cause of... Proposal to settle the difficulty：As a gesture of our regret, we are prepared to …/ we are willing to …/ we would like to … ；To show goodwill, we will …

An offer to take goods back, make a replacement, give a discount etc.

We have dispatched the new items by express courier. They should arrive by Monday, 11 April 2011；To show our goodwill, we would like to offer you a 5% discount on your next order with us.

Regret at dissatisfaction：While we can understand your frustration ...；We understand how disappointing it can be when your expectations are not met.

Rejecting responsibility for the problem leading to the complaint：I regret to inform you that … ；I am afraid that … Unfortunately, I must point out that …

Reasons for the rejection：This is because the guarantee period has expired. This is due to the fact that the guarantee period has expired.

If a third party (another person or organisation) is to blame, direct the complainer to that party：We therefore suggest that you contact...

A concluding paragraph aiming at retaining the goodwill of the customer ：We look forward to receiving your further orders, and assure you that they will be filled correctly / promptly.

Everlong Batteries 171 Choi Hung Road Hung Hon, Hong Kong Tel/Fax 2235 2449 6 Apr 2011

Mr J Wong

Purchasing Officer Fortune Goods 317 Orchard Road Singapore

Dear Mr Wong

Order No. 2639/L

Please accept our apologies for the error made by our company in filling your order no. 2639/L dated Friday, 1 April 2011. You ordered 12,000 size Ultra super-long-life premium batteries, but our dispatch office sent 1,200. This was due to a typing error.The balance of 10,800 batteries was dispatched by express courier to your store this morning and will arrive by Thursday, 14 April 2011. Since we value your business, we would like to offer you a 10% discount off your next order with us.We look forward to receiving your further orders and assure you that they will be filled correctly. Yours sincerely David Choi David Choi

Distributions Manager Everlong Batteries 171 Choi Hung Road Hung Hon, Hong Kong Tel/Fax (852) 2235 2449 6 Apr 2011

Mr J Wong

Purchasing Officer Fortune Goods 317 Orchard Road Singapore

Dear Mr Wong

Order No. 2639/L

Thank you for your letter of Friday, 1 April 2011 regarding your order no. 2639/L. We understand that this is a difficult situation for you.We have investigated the situation, and found that you ordered 12,00 size Ultra super-long-life premium batteries. Please see the enclosed copy of your order form. Our dispatch office therefore sent 1,200. If you need the remaining batteries urgently, the balance of 10,800 batteries can be dispatched today by express courier to your store and would arrive by Thursday, 14 April 2011. Please phone me at the number given above if you would like to order these batteries.We look forward to receiving your further orders. Yours sincerely David Choi David Choi

Distributions Manager Encl:

- Order Form No. 2639/L

Dealing with Complaints

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Acknowledging receipt of a complaint letter |

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Rejecting a |

Accepting a Complaint |

Apology for the error or fault |

Accepting the Complaint Complaint |

Regret at dissatisfaction |

Rejecting responsibility for the problem leading to the complaint |

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A short explanation of the fault Investigation to be made Reasons for the rejection |

Proposal to settle the difficulty |

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If a third |

An offer to take goods back, make a replacement, give a discount etc. party (another person or organisation) is to blame, direct the complainer to that party |

A concluding paragraph aiming at retaining the goodwill of the customer

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