2015年商务英语BEC商务便函的写作辅导（二）

　　商务信函(下)

　　投诉信结构：

　　投诉事由

　　详述事件/投诉理由

　　提出要求

　　常用句型：

　　Letters of complaint

　　I am writing to complain about …

　　I am not satisfied with …

　　I must therefore insist that …

　　例题

　　l You recently attended a one-day training course on health and safety. You were disappointed with the course and you have decided to write a letter of complaint to the training company.

　　l Read the advertisement below, which gives details of the course. You have already made some notes on the advertisement.

　　l Then, using all your handwritten notes, write your letter to Moira Geddings at GBG Certification Services.

　　l Do not include postal addresses.

　　l Write 120-140 words on a separate sheet.

　　[范文]

　　Dear Mrs Geddings,

　　I write regarding a training course on health and safety which I attended 27 November.

　　When I booked this course, I chose your company as it came highly recommended and the courses seemed to be of a high standard. I was promised an experienced trainer but unfortunately he was sick and the replacement was not as good as expected. Regarding the information packs these were only a pile of loose photocopies, which was not promised. The class was supposed to be about 8 people but in mine there were about 15. Finally, I should make it clear that the class started 1 hour late, and the lunch that was served, was cold.

　　I am sure you can understand my disappointment. I would therefore be glad if you could investigate this matter.

　　I look forward to hearing from you.

　　Yours sincerely,

　　Lisa Kostevska

　　Cabin Attendant

　　索赔：

　　compensate, indemnify, refund, apologise

　　投诉信范文：

　　Dear Sir or Madam

　　I am writing to complain about your Tour 5210 to Mexico on 15 June.

　　The quality of the food in the hotels was terrible and everybody in our group was sick most of the time. I would like to remind you of the fact that your advertisement said “superior hotels and fantastic food all the way”.

　　We must insist, therefore, that you refund at least 10% of our money as compensation.

　　If we do not receive adequate compensation within 7 days, we will be forced to write to the local newspaper.

　　Yours faithfully

　　比较强烈投诉抗议信:

　　Dear Sir or Madam

　　I am writing about the heating unit you installed for us on 15 March last year.

　　Unfortunately, the heating system exploded on 12 January this year, and blew a large hole in the roof, thus resulting in a large damage to both our workshop and stocks.

　　I should like to remind you that we wrote to you on 9th December last year because it was making a strange noise, but you did not give us a reply.

　　We must insist, therefore, that you replace the heating system immediately and pay for our damage worth US $ 400,000.

　　Your faithfully

　　道歉信结构：

　　表示歉意

　　解释原因

　　处理意见

　　再次道歉

　　Letters of apology

　　I am writing to apologise for/about

　　This was due to …

　　Unfortunately, we have been unable to …

　　I am sorry for any inconvenience this has caused.

　　I can assure you that we will…

　　例题

　　l You are the secretary in a company which makes plastic tableware. Your boss has left the letter below for you to answer.

　　l Write a letter of 120 - 140 words to Ms, Jerome, explaining the reason for the damaged goods. Use the information in her letter and the notes from your boss.

　　l Do not include addresses.

　　l Write on your Answer Sheet.

　　Chris: please write back to Ms Jereme with

　　regrets, etc. We mustn’t lose this customer

　　Thanks - Hugh.

　　QUALITY

　　CAFETERIAS INC.

　　NEW ROAD

　　MELBOURNE

　　6 October 1997

　　The Manager

　　Plastic – A – Plenty Co.

　　Gough Industrial Estate

　　Melbourne

　　Dear Sir or Madam

　　5 years to be exact.

　　PLASTIC TABLEWARE-Product nos. 0821 (forks) and 7234 (bowls)

　　We have used your company as a supplier to our restaurants for several years, and until recently the quality of your products has always been good.

　　However, on 2 September this year, we took delivery of some plastic tableware which was of extremely poor quality. Many of the bowls were chipped and several of the forks were broken. We cannot use them in our cafeterias.

　　We will replace them free of charge.

　　I do hope that such a delivery will not be repeated, and that your supplies to us in the future will again be of high quality. If, however, we receive any further faulty plastic tableware from you, we will be obliged to find another supplier to provide us with goods which meet our own high standards I am sure you will be able to provide us with a satisfactory explanation.

　　So do I! It was the faulty packing machine

　　( now repaired. )

　　Tell her it won’t happen again – she’s an excellent Customer, so please offer our apologies.

　　Yours faithfully,

　　Ann Jereme

　　Restaurants Director