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Title: Unit 10 Letter of Complaint


1
Unit 10 Letter of Complaint

2
Contents
  • Basic Paragraph-Building Skills (Part I)
  • Letter of Complaint
  • Writing Assignment

3
Basic Paragraph-Building Skills
  • Writing a Good Topic Sentence
  • Writing a Helpful Outline in Advance
  • Gaining Unity
  • Gaining Coherence
  • Gain Better Unity and Coherence from Punctuation

4
Basic Paragraph-Building Skills
Part I
  • Writing a Good Topic Sentence
  • Writing a Helpful Outline in Advance

5
Writing a Good Topic Sentence
  • I Parts of a topic sentence
  • II What is a good topic sentence?
  • III Functions of topic sentences
  • IV How to Write a Good Topic Sentence?

6
I Parts of a topic sentence
  • Structurally, the topic sentence is
    composed of two parts the topic and the
    controlling idea. The topic is what a paragraph
    is about, or what a paragraph discusses the
    controlling idea is what the writer intends to
    communicate about the topic.
  • In other word, controlling idea is used to
    limit the topic.

7
II What is a good topic sentence?
  • A good topic sentence is neither too general nor
    too specific.

8
  • Example 1 In Hemingway's story Soldiers
    Home,Kreb tells his mother that he wants no part
    of God's Kingdom.
  • ???????????????,???????
  • Example 2 Let me tell you something about
    overpopulation.
  • ???????,???????????,?????
  • Example 3 Why has the world population been
    increasing so rapidly in the last decades?
  • ????????????,???the reasons for overpopulation
    in the last decades,???(cause)???(time)??????
    ??,??????????

9
Exercise
  • Examine the following topic sentences , italicize
    the topic and underline the controlling idea in
    the following sentences.

10
Topic Sentences
  • 1. When you buy a car, examine carefully the
    important feature of the model you are
    considering.
  • 2. The adolescent had three psychological
    problems.
  • 3.My grandparents still follow many of their
    national customs.
  • 4.This term several useful and interesting
    courses have been offered.

11
Key
  • 1. When you buy a car, examine carefully the
    important feature of the model you are
    considering.
  • 2. The adolescent had three psychological
    problems.
  • 3.My grandparents still follow many of their
    national customs.
  • 4.This term several useful and interesting
    courses have been offered.

12
III Functions of topic sentences
  • Several points to be clear about the functions
    of topic sentence
  • 1) It tells readers what the paragraph is about.
  • 2) It displays the writers viewpoint, and all
    details in other sentences should be around this
    viewpoint.
  • 3) It tells readers what they can anticipate from
    this paragraph by including the controlling idea.
  • 4) Among all the sentences in the paragraph, the
    topic sentence is the most generalized.

13
Look at the following topic sentences and decide
what you can expect from each sentence?(Make
topic words red, controlling idea blue)
  • Example 1
  • Blue jeans, now popular around the world,
    were developed by a German-born Jew named Levi
    Strauss.
  • (From this paragraph, the reader is supposed to
    know how blue jeans were developed.)

14
Example 2 Believe it or not, baseball
cards are childrens hot items.
  • (The reader can know from the remainder of the
    paragraph why the writer thinks that baseball
    cards are childrens hot items.)

15
Example 3 If I had to choose between
being educated with questions or being educated
with statements, I would definitely choose the
questions because they force the mind to think
about the whys while statements are taken in by
the mind without effort, but always with
agreement.
  • (It can be certain that the writer is going to
    make comparison between question teaching and
    statement teaching.)

16
Example 4 Surrounded by water on three
sides and ringed to the northeast by the
snow-crowned Coast Mountains, Vancouver has a
floating quality of natural loveliness.
  • (The reader expects that the writer can introduce
    the natural beauty in Vencouver in details.)

17
Example 5 Moving away from home and
going to college is an experience that teaches a
person how to become independent and do
particular tasks on his own.
  • (The reader expects to be told how to become
    independent in college.)

18
Exercise1 Read each of the topic sentences below
and decide the topic and the controlling idea of
each of them. You are also supposed to know what
the remainer of the paragraph will be about.
  1. No one I know cooks better than my grandmother.
  2. Good swimmers face several hazards in the water
    that non-swimmers never have to face.
  3. Large refrigerators offer a wide range of
    benefits.
  4. The meaning of the word friend depends on the
    type of relationship between two people.
  5. In a fight with a spouse, words become weapons.

19
Key
  1. No one I know cooks better than my
    grandmother.(Topic my grandmother controlling
    idea cooking skills)
  2. Good swimmers face several hazards in the water
    that nonswimmers never have to face.(Topic
    swimmers controlling idea several hazards)
  3. Large refrigerators offer a wide range of
    benefits.(Topic large refrigerators controlling
    idea benefits)
  4. The meaning of the word friend depends on the
    type of relationship between two people.(Topic
    the meaning of the word friend controlling
    idea the type of relationship between two
    people)
  5. In a fight with a spouse, words become
    weapons.(Topic fight with a spouse controlling
    idea words as weapons)

20
Exercise 2 Write a topic sentence that would
control a paragraph on each of the following
topics
  • 1. Preparations for traveling away from home
  • 2. Advantages of having your own room
  • 3.Some landmark of the community in which you
    live
  • 4.The price of long-distance telephone calls
  • 5. Registering for college courses

21
Key
  • 1. Preparations for traveling away from home
  • --------Preparations should be made for traveling
  • away from home.
  • 2. Advantages of having your own room
  • --------Wherever you live, you can benefit from
    at least two advantages of having your own room.
  • 3. Some landmark of the community in which you
    live
  • -------The Flood-Fighting Memorial Tower is a
    famous
  • landmark in Harbin City.
  • 4. The price of long-distance telephone calls
  • -------Long-distance telephone calls can be
    charged according to the time you spend for
    dialing.
  • 5. Registering for college courses
  • -------Registering for college courses comprises
    the following steps.

22
Assignment Pick out the controlling ideas in
these topic sentences.
  • Many different kinds of part-time jobs are
    available.
  • People try many ways to improve their looks.
  • Students have various reasons for choosing where
    they want to sit in a classroom.
  • Some holidays are more festive than others.
  • Developing a plan for organizing a locker is
    important.
  • Society is trying many different approaches to
    discourage people from smoking.
  • A young person needs to learn how to become
    self-reliant.
  • Parents have different ways of giving their
    children an education.
  • Studying for tests calls for a methodical
    approach.
  • Certain guidelines help a family to live together
    happily.

23
Key
  • different kinds
  • many ways
  • various reasons
  • more festive
  • plan
  • different approaches
  • to learn
  • different ways
  • methodical approach.
  • Certain guidelines

24
IV How to Write a Good Topic Sentence?
  • Choose a limited topic
  • 1. Choose a subject that we know much about
    and that really interests ourselves and our
    audience.
  • 2. Make a short list of possible topics.
  • 3. Cross out the topic that seem too limited
    for you to develop well.
  • 4. Choose the topic and test it by making
    sure that it breaks into enough parts to include
    in a paragraph.
  • Express Your Opinion
  • 1. Jot down the thoughts about the chosen
    topic.
  • 2. Decide the main idea of the paragraph.
  • 3. Work out the topic sentence
  • Load the Topic Sentence with a Strong Controlling
    Idea
  • When constructing the topic sentence, make
    sure the idea expressed in it shouldnt be too
    general, and too specific neither.

25
Example
  • Subject education
  • Possible Topics primary education
  • secondary
    education
  • education
    in China/America
  • primary
    education in China
  • primary
    education in rural areas of China
  • Chosen Topic primary education in rural areas of
    China
  • Outline the situation in the past
  • the situation at present
  • Topic Sentence The primary education in rural
    areas of China has changed greatly.

26
Exercise Write a topic sentence for each of the
subjects and work out the outline .
  • pet
  • game
  • dishonesty
  • trip
  • moods
  • food
  • house
  • experience
  • education

27
Writing a Helpful Outline in Advance
  • 1) Two types of outlines
  • 2) Rules for writing an outline

28
Patterns of outlines
  • A simple outline for a short paragraph
  • Topic Sentence
  • A . First supporting point
  • B. Second supporting point
  • C. Third supporting point
  • (Concluding Sentences)

29
  • Two Types of Outlines
  • The Topic Outline
  • The Sentence Outline

30
The Topic Outline
  • In a topic outline the supporting points are
    presented by equal words or phrases for easy
    reference.
  • A topic outline is comparative brief and clear.
  • College Education has several advantages for
    young people. (Topic Sentence)
  • A. to train in professional skills
  • B. To develop powers of reasoning, analysis,
    and judgment
  • C. to expand cultural background

31
The Sentence Outline
  • A sentence outline is an outline in sentences.
  • It provides a more detailed plan for the
    paragraph.
  • Trade in commodities is necessary between
    nations.
  • A. No nation has all the commodities it
    needs.
  • B. A nation may not have enough of certain
    commodities.
  • C. A nation may sell certain items for a
    profit.
  • D. Latest innovations and different styles of
    commodities may make foreign trade necessary.
  • All nations strive to maintain a favorable
    balance of trade so as to be assured of the means
    to buy necessary goods. (Concluding Sentence )

32
  • Simple Outline
  • Detailed Outline

33
Pattern of a simple Outline
  • Topic Sentence
  • A. First main supporting point
  • B. Second main supporting point
  • C. Third main supporting point
  • D. Fourth main supporting point
  • Concluding Sentence (If there is one.)

34
Pattern of a Detailed Outline
  • Topic Sentence
  • 1. First main supporting point
  • A. Specific fact
  • B. Specific fact
  • C. Specific fact
  • a. More specific fact
  • b. More specific fact
  • 2. Second main supporting point
  • A. Specific fact
  • B. Specific fact
  • Concluding Sentence (If there is one.)

35
Ex. Write a simple outline and a detailed outline
for the following paragraph.
  • Learning to outline will improve our writing for
    three reasons. Firstly, it will help us organize
    our ideas. Specifically, an outline will ensure
    that we will not include any irrelevant ideas,
    that we will not leave out any important points,
    and that our supporting sentences will be in
    logical order. Secondly, learning to outline will
    help us to write more quickly. It takes some
    practice but the more you try the better we will
    become. Did you know that preparing an outline is
    75 of the work! The actual writing becomes
    easier because we do not have to worry about what
    we are going to write because we already have a
    well organized plan. Lastly, our grammar will
    improve because we will be able to concentrate on
    it and not on our thoughts or organization.
    Improved organization, speed, and grammar make
    learning to outline well worth the effect.

36
A simple outline
  • Learning to outline will improve your writing for
    three reasons. (Topic Sentence)
  • A. It will help us organize our ideas.
  • B. It will help us write more quickly.
  • C. It will help us improve our grammar
  • Improved organization, speed, and grammar make
    learning to outline well worth the effect.
    (Concluding Sentence )

37
A detailed outline
  • Learning to outline will improve your writing for
    three reasons. (Topic Sentence)
  • 1. It will help us organize our ideas.
  • A.
  • B.
  • C.
  • 2. It will help us write more quickly.
  • A.
  • B.
  • 3. It will help us improve our grammar
  • Improved organization, speed, and grammar make
    learning to outline well worth the effect.
    (Concluding Sentence )

38
  • When we are going to write a more complex
    paragraph, a detailed outline will surely be more
    helpful than a simple one.

39
Rules for Writing an outline
  • A. Arrange our points in good order and number
    them in a Parallel Form.
  • B. Avoid mixed Grammatical Structures.
  • Do not use questions in our outline.

40
Compare
  • Incorrect Correct
  • I made preparations for a trip to the Unites
    states.
  • Getting the necessary documents
  • Passport
  • Visa
  • Making financial arrangements
  • Buying clothes
  • Taking care of medical requirements
  • Purchase the ticket for the trip
  • Packing bags
  • Suitcases
  • Baggage
  • I made preparations for a trip to the Unites
    states.
  • Getting the necessary documents
  • A. passport
  • B. visa
  • 2. Making financial arrangements
  • 3. Buying clothes
  • 4.Taking care of medical requirements
  • 5. Purchase the ticket for the trip
  • 6. Packing bags
  • A. suitcase
  • B. baggage

41
Compare
  • Incorrect
  • Topic Sentence
  • A.__________
  • a. __________
  • B._____________
  • a._____________
  • b._____________

Incorrect Topic Sentence A.__________
a. __________ b. __________ B._____________
a._____________ b._____________
Note avoid using single subdivision. There must
be a B if there is an A there must be a 2 if
there is a 1and so on.
42
Compare
Incorrect
Correct
  • Topic sentence
  • ?._______________
  • A._____________
  • B._____________
  • ?._______________
  • A._____________
  • B._____________

Topic sentence I._______________
A._____________ B._____________ II.__________
_____ A._____________ B._____________
NoteNo Chinese numerals are used in an English
outline.
43
Look at the outline and decide whether it is
correct or not.
  • Rocks make excellent pets.
  • A. They dont eat.
  • B. Cleanliness.
  • C Obedient.

Incorrect
2. Rocks make excellent pets. A. They dont
eat. B. They are clean. C. They are
obedient.
Correct
44
Look at the outline and decide whether it is
correct or not.
  • 3. Rocks make excellent pets.
  • A. Dont eat.
  • B. Are clean.
  • C Are obedient.

Correct
4. Rocks make excellent pets. A. Because
they dont eat. B. Because they are
clean. C. Because they are obedient.
Correct
45
Note
  • We should use similar grammatical structures to
    present points of the same importance in our
    outline. By doing so, we are adding to the
    parallel form of the outline.
  • In a detailed outline for an article with several
    paragraphs, even we cannot perfectly present all
    the same-rank points in a parallel form, we must
    at least keeping writing points of the same
    importance in each paragraph in similar
    grammatical structures. See Example

46
Example An outline of a letter
  • 1. summer afternoon
  • A. The clean blue sky
  • B. Singing larks
  • C. Perfect peace
  • 2. A peasant and his family
  • A. Where they worked
  • B. How they worked
  • 3. The father speaking of Mary
  • A. Mary in America
  • B. Marys long silence
  • C. A letter expected from Mary

4. The arrival of Marys letter A. A cheque
B. The letter read C. Marys loneliness and
unhappiness 5. How the letter affected the
family A. The father crying B. The eldest
son jumping to his feet C. The infant boy
weeping D. All wailing despairing
47
Compare correct or incorrect?
  • How did the letter affect the family?
  • A. The father cried.
  • B. The eldest son jumped to his feet.
  • C. The infant boy wept.
  • D. What did the others do ?

Incorrect
How the letter affected the family. A. The
father cried. B. The eldest son jumped to his
feet. C. The infant boy wept. D. What the
others do.
correct
NOTE A question should be avoided in an outline.
48
EX. Rewrite each of these outlines to make the
supporting part parallel in form.
  • San Francisco is famous for its many tourist
    attractions.
  • A. Golden Gate Park is very famous.
  • B. Chinatown
  • C. Fishermans Wharf attracts hundreds of
    tourists.
  • D. Riding the cable cars

Revised San Francisco is famous for its many
tourist attractions. A. Golden Gate Park
B. Chinatown C. Fishermans Wharf
D. Cable cars
49
Ex. Choose any three of the topic sentences below
and with each write a simple outline for a
paragraph. Your supporting ideas can be reasons,
examples, or simple facts.
  • 1)Students who both work and attend school lead
    busy lives.
  • 2)Technology is making people lazy.
  • 3) Technology is making our lives easier.
  • 4)A good doctor (teacher, scientist,
    businessperson, athlete) has two (three, four,
    five) important qualities.
  • 5)Pollution is a growing threat to life on earth.

50
Letter of Complaint
  • Introduction
  • Contents
  • Samples
  • Useful Expressions
  • Tips
  • Writing Assignment

51
Introduction
  • A complaint letter is written to complain about
    wrong doing, bad state of affairs, etc. to
    authorities. This letter helps your voice to
    reach at the right place and person. The letter
    has to mention the complaint in first place. The
    letter will help you in keeping a track of how
    much time and efforts you have give to solve a
    problem. This letter can be used as an important
    document to fight your case.

52
Contents
  • Express directly your complaint about the faulty
    goods, bad services or wrong treatments.
  • Describe the facts of situation in details,
    including when and where you bought the product
    and whats the problem with it or when, where
    and how you were badly treated.
  • State your suggested solution. State exactly what
    you want it to be done about the problem and how
    long you are willing to wait to get it resolved.
  • Express your appreciation of their help and your
    anticipation for the timely solution of the
    problem.

53
Sample 1. A Letter of Complaint about a Bad
Service
  • Dear Sales Manager,
  • This letter is a complaint concerning
    the actions of your salespersons. On Thursday,
    May 2, 2004, around 3 p.m., I went to your store
    to look for an outfit. When I asked an available
    salesperson, Ms. Maria Johnson, for help in
    finding my size, she informed me that she was
    busy and that I would have to find it myself. I
    explained that the reason I came to her was
    because I couldnt find it. She then said in a
    rude tone that if I couldnt find it, it means
    that the store did not have it, and that I needed
    to look somewhere else.
  • I felt that Ms. Johnson was rude and
    unnecessarily curt with me. If she could have
    simply and politely told me that she would be
    able to help me in moment. I hope that you will
    confront Ms. Johnson about her behavior. I shop
    frequently at your store and I look forward to a
    more pleasurable shopping experience next time.

  • Sincerely Yours,

  • Julia Taylor

54
Sample 2. A Letter of Complaint about Defective
Product

  • Ellen
    Johnson

    1920 Southeast Hulsizer Drive,

    Ankeny, IA,

    United States

    (515) 281-3705

    February 12,
    2008Henry RichardsonCustomer ServiceCL Sports
    Ltd.2025 East River Parkway, Minneapolis, MN,
    United States(612) 596-6100Dear Mr.
    Richardson
  • I had recently ordered a pair of sports
    shoes (Item 1234) from your company's website
    on February 05, 2008. I received the sports shoes
    on February 10. On opening the parcel, I found
    that the shoes were defective. There is a small
    tear in the front part of the left shoe. My order
    number is CD789456.
  • I am sending the parcel back to your
    company address with this letter. The shoes were
    an urgent requirement so I have purchased another
    pair from a local sports shop. As I have already
    bought a pair, you can credit the amount to my
    account once you receive the parcel.
  • Thank you for patiently reading this
    letter. I have been a loyal customer of your
    company for last five years. I never had a
    problem with any of your products. This has
    happened for the first time. Will get back to you
    if I need any sports equipment in the future.


  • Yours truly,


  • Ellen Johnson

55
Sample 2. A Letter of Complaint about Defective
Product
  • Dear Mr. Richardson
  • I had recently ordered a pair of sports
    shoes (Item 1234) from your company's website
    on February 05, 2008. I received the sports shoes
    on February 10. On opening the parcel, I found
    that the shoes were defective. There is a small
    tear in the front part of the left shoe. My order
    number is CD789456.
  • I am sending the parcel back to your
    company address with this letter. The shoes were
    an urgent requirement so I have purchased another
    pair from a local sports shop. As I have already
    bought a pair, you can credit the amount to my
    account once you receive the parcel.
  • Thank you for patiently reading this
    letter. I have been a loyal customer of your
    company for last five years. I never had a
    problem with any of your products. This has
    happened for the first time. Will get back to you
    if I need any sports equipment in the future.

  • Yours truly,



  • Ellen Johnson

56
Sample 3. A Letter of Complaint about Defective
Product
  • Dear Sir
  • With reference to our order No. W98,the 120
    computer sets supplies to the above order were
    delivered the day before yesterday,but we regret
    that 20 sets were badly damaged.
  • The packages containing the computer sets
    appeared to be in good condition and we accepted
    and signed for them without question. We unpacked
    the computer sets with care and can only assume
    that damage must be due to careless handling at
    some stage prior to packing.
  • We shall be glad if you will replace all 20
    sets as soon as possible. Meanwhile,we have put
    the damaged computer sets aside in case you need
    them to support a claim on your suppliers for
    compensation.

  • Yours sincerely,

  • Li Ming

57
Sample 4. A letter of Complaint about Delayed
Delivery
  • Dear Mr. Lee
  • RE Delayed delivery of Order No. 4853-01-98
  • You will remember that last month we ordered 24
    Tanson 1GHz Pentium X Computers. When we
    discussed delivery dates, you assured us that you
    could delivery by 2 December. However, the goods
    are now two weeks overdue, and I have heard
    nothing from you to confirm a definite delivery
    date.
  • We urgently need these computers to upgrade the
    administrative functioning of our offices, and
    you slowness is causing a great deal of
    inconvenience.

58
  • I should appreciate you looking into this matter
    and arranging for delivery of these computers
    within the next three days.
  • I am afraid that if you are unable to delivery
    within this period, we shall be compelled to
    cancel our order and purchase from another
    supplier.
  • Yours
    sincerely
  • Kadir
    Aboe
  • Office
    Manager
  • ADCO
    INDONESIA LTd

59
Sample 5. A Letter of Complaint about an
Unhappy Experience with a Hotel



  • Sept. 19, 2005

    Better Buy
    Beds and Bedding

    104 Golden Calf Alley

    Jiuzhou
    384889Hotel Golden Dumpling333 Noodle
    LaneBowling City 838498Dear Sirs,
  • Last week I attended a business meeting
    in your city which was hosted by Gigantic
    Furniture Company of Bowling City. Gigantic made
    all arrangements in advance for the meeting,
    including lodging in your hotel for all the
    invited guests. When I presented my card at the
    reception desk I was told that there was no room
    available for me. Then the clerk assured me that
    they would assign me to another room, so I
    accepted without questioning the location or the
    condition of the room. Later, when I went to my
    newly assigned room, I found that it was located
    in the basement level, directly across from a
    large noodle restaurant. The odors in my room
    indicated that the garbage behind that restaurant
    had not been collected for several days. In
    addition, later that evening I discovered that
    there was a bowling alley located next door to my
    room, and unfortunately, the noise from that
    activity continued nearly all evening. It was not
    possible for me to sleep well under these
    circumstances so I called the desk to ask for
    another room assignment.
  • However, I was informed that there were
    no other accommodations available, and that
    Gigantic Furniture had not requested rooms which
    were located more favorably with regard to the
    noodle restaurant and the bowling alley, nor had
    they paid the charges sufficient to secure a
    better room.
  • As a result of the noise and the foul
    odors, I slept poorly, was tired the following
    day, and lost an important account (??) for my
    company because I was sleepy during the
    negotiations for the contract. Fortunately I did
    not lose my job because of this, but my
    supervisor insisted that I write to you to
    complain about what he considers to be a result
    of shoddy (???) hospitality of your hotel.
  • I hope that this type of practice is not
    typical of your hotel's usual hospitality.


  • Sincerely,


  • Hu Mang

60
  • Dear Sirs,
  • Last week I attended a business meeting
    in your city which was hosted by Gigantic
    Furniture Company of Bowling City. Gigantic made
    all arrangements in advance for the meeting,
    including lodging in your hotel for all the
    invited guests. When I presented my card at the
    reception desk I was told that there was no room
    available for me. Then the clerk assured me that
    they would assign me to another room, so I
    accepted without questioning the location or the
    condition of the room. Later, when I went to my
    newly assigned room, I found that it was located
    in the basement level, directly across from a
    large noodle restaurant. The odors in my room
    indicated that the garbage behind that restaurant
    had not been collected for several days. In
    addition, later that evening I discovered that
    there was a bowling alley located next door to my
    room, and unfortunately, the noise from that
    activity continued nearly all evening. It was not
    possible for me to sleep well under these
    circumstances so I called the desk to ask for
    another room assignment.

61
  • However, I was informed that there were no other
    accommodations available, and that Gigantic
    Furniture had not requested rooms which were
    located more favorably with regard to the noodle
    restaurant and the bowling alley, nor had they
    paid the charges sufficient to secure a better
    room.
  • As a result of the noise and the foul
    odors, I slept poorly, was tired the following
    day, and lost an important account (??) for my
    company because I was sleepy during the
    negotiations for the contract. Fortunately I did
    not lose my job because of this, but my
    supervisor insisted that I write to you to
    complain about what he considers to be a result
    of shoddy (???) hospitality of your hotel.
  • I hope that this type of practice is not
    typical of your hotel's usual hospitality.



  • Sincerely,



  • Hu Mang

62
  • Sample 6
  • You should spend about 20 minutes on this
    task. You went shopping one day and had received
    very bad service in a shop. You want to complain
    to the boss. Write a letter to complain about the
    had service. You should write at least 150 words.

63
  • Dear Sir or Madam,
  • Much of my regret, I write this to place a
    complaint against one of your shop-assistants
    about his had service. Yesterday morning about 10
    oclock my husband, I and a lady friend of ours
    came to your shop with the intention to buy some
    souvenirs. One of the shop-assistants, whose
    badge we could decide which one to buy. Under the
    circumstances, it was the shop-assistants duty
    to do what was asked or to explain why he was
    unable to comply with such a request. Instead of
    minding his duty and acting in a polite, he
    turned a deaf ear to our request and walked away
    murmuring in a sarcastic manner.
  • We wish you would look into this unsatisfactory
    state of affairs and take steps to prevent a
    recurrence of offensive conduct of this kind.
  • Yours sincerely,
  • Fan Yang

64
Sample 7
  • Write a letter to complain about an unhappy
    experience in about 100 words to describe the
    matter and ask for the mistake to be corrected.
    Do not sign your own name at the end of your
    letter, using Li Ming instead.

65
  • Dear Sir,
  • I am writing to you about a most unhappy
    experience. Last Tuesday morning, we took a
    long-route bus of your company from Dukou to
    Lijiang. The bus was scheduled to arrive in
    Lijiang at 7 oclock in the evening, but it
    stopped midway at four p.m. for mechanical
    problems. The driver and the ticket seller could
    neither solve the problem by themselves nor seek
    help from others.
  • Where we stopped was nowhere near a village. Up
    until 8 oclock, another bus finally carried us
    to a shabby rural motel. We had to pay for our
    accommodation. The room was too small and the
    quilt was so dirty. To our surprise, when we just
    managed to sleep at around 2 a.m., the driver
    came to wake us upthe bus had been fixed!
  • I suggest that you look into this matter
    immediately and deal with it quickly and
    properly.
  • Looking forward to your reply.

  • Yours,

  • Li Ming

66
Useful Expressions
  • 1) I am writing to you to complain about ...
  • 2) I am writing to express my dissatisfaction
    with...
  • 3) There are some problems with the flat that I
    wish to bring to attention. For one thing, there
    isFor another,...
  • 4) I can hardly bear /tolerate /put up with it
    any more.
  • 5) I hope that the authorities concerned will
    consider my suggestions and improve the situation
    as best as they can.
  • 6)I sincerely hope that it will review its
    management system, with the view to providing,
    better service to the public.
  • 7) We trust that you will now consider this
    matter seriously and make an effort to prevent
    the recurrence of this kind.
  • 8) We will appreciate your willingness to make up
    for the loss.

67
  • 1.?????????????????????I am writing to you
    about... which I received/bought ...I am going
    to complain about ...I am sorry to have to
    return with this letter... which I
    received/bought...2.?????????????????????????????
    ????When we checked..., we noticed...
  • When I took... out of the bag and examined...
    closely, I found...When I unpacked... and tried
    to use it, it did not work.3.???????????????Ple
    ase let me know what you intend to do in this
    matter.I am returning... under separate post and
    look forward to receiving a full refund of...In
    view of the inconvenience that this has caused, I
    feel you should...

68
Typical sentences for solutions
  • 1. We should be obliged if you would replace the
    goods you delivered with the correct ones.
  • ???????????,????????
  • 2. We should be grateful if you would give me/us
    a complete refund for the defective goods which
    were delivered. 
  • ????????,??????????,????????
  • 3. We should appreciate your looking into this
    matter and arranging for delivery within the next
    three days.
  • ??????????,????????,????????

69
Practical Writing
General Tips
  • Try to make sure your letter is sent to the
    right
  • person or department. The letter has to begin
  • with your name and address followed by
  • receiver's name and address. The letter has
    to
  • address the specific person who will solve
    your
  • concern.
  • Try and keep your letter short and concise. Use
    short paragraphs to describe your complaint and
    make sure every thing has to be clearly
    specified.

70
General Tips
  • Be calm, polite and positive as sarcasm, anger
    or rudeness will not help . The letter should
    show respect towards the authorities.
  • Be honest. Say what you want for your complaint
    to be resolved. Go with this saying when you
    graft this sort of letter, this will help the
    people whom you are complaining to understand the
    real state and how you are suffering.
  • Give a reasonable timetable for action to be
    taken before you will consider other options.
  • You can enclose the photocopies of documents like
    receipts, agreements, prior complaint letters,
    hard copies of email received, etc. to make your
    points strong and giving proof of how the system
    has not helped you.
  • Keep a copy of letters you write.

71
General Tips
  • Do not use the letter as a means of threatening
    the company for giving you a bad product or
    service. After many complaint letters, the
    situation remains same then you can use stern
    voice tactfully in the letter. If you are really
    going for a legal action then mention it in the
    letter.
  • The letter has to be signed with your full name
    at the end. The letter has to carry your contact
    numbers and email address so that the authorities
    can contact you.
  • Proofread the letter before dispatching it. The
    letter should not have typographical, spelling or
    grammatical errors.

72
Writing Practice
  • You should spend about 20 minutes on this task.
    You rent a house through an agency. The heating
    system has stopped. You phoned the agency a week
    ago but it has still not been mended. Write a
    letter to the agency. Explain the situation and
    tell what you want them to do about it. You do
    NOT need to write your own address.

73
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75
  • You should spend about 20 minutes on this task.
    You went shopping one day and had received very
    bad service in a shop. You want to complain to
    the boss. Write a letter to complain about the
    had service. You should write at least 150 words.
  • Dear Sir or Madam,
  • Much of my regret, I write this to place a
    complaint against one of your shop-assistants
    about his had service. Yesterday morning about 10
    oclock my husband, I and a lady friend of ours
    came to your shop with the intention to buy some
    souvenirs. One of the shop-assistants, whose
    badge we could decide which one to buy. Under the
    circumstances, it was the shop-assistants duty
    to do what was asked or to explain why he was
    unable to comply with such a request. Instead of
    minding his duty and acting in a polite, he
    turned a deaf ear to our request and walked away
    murmuring in a sarcastic manner.
  • We wish you would look into this unsatisfactory
    state of affairs and take steps to prevent a
    recurrence of offensive conduct of this kind.
  • Yours sincerely,
  • Fan Yang

76
  • Write a letter to complain about an unhappy
    experience in about 100 words to describe the
    matter and ask for the mistake to be corrected.
    Do not sign your own name at the end of your
    letter, using Li Ming instead.
  • Dear Sir,
  • I am writing to you about a most unhappy
    experience. Last Tuesday morning, we took a
    long-route bus of your company from Dukou to
    Lijiang. The bus was scheduled to arrive in
    Lijiang at 7 oclock in the evening, but it
    stopped midway at four p.m. for mechanical
    problems. The driver and the ticket seller could
    neither solve the problem by themselves nor seek
    help from others.
  • Where we stopped was nowhere near a village. Up
    until 8 oclock, another bus finally carried us
    to a shabby rural motel. We had to pay for our
    accommodation. The room was too small and the
    quilt was so dirty. To our surprise, when we just
    managed to sleep at around 2 a.m., the driver
    came to wake us upthe bus had been fixed!
  • I suggest that you look into this matter
    immediately and deal with it quickly and
    properly.
  • Looking forward to your reply.
  • Yours,
  • Li Ming

77
??
  • I am writing to complain about a serious defect
    found in the computer I bought from you.I am
    writing to notify you of a claim for damaged
    goods against your company.I am writing to
    request you to take corrective actions
    concerningI am writing to express my
    concern/dissatisfaction about I would like to
    draw you attention to It has come to my
    attention that A very serious problem has arisen
    in connection with a language course you provided
    and operated.I am writing to request a full
    refund of the course fee I have paid.Over the
    last few weeks I have become increasingly
    concerned about my neighbors erratic habit,
    burning rubbish in his garden.I sincerely regret
    having to write this letter and have been
    delaying it in the hope that would improve.I am
    writing to request a refund of the 300 dollars I
    paid for the CD player.I am writing to ask you to
    replace the CD player I bought from your shop
    with another in good working order.I thought I
    should draw your attention to the situation since
    The devastation effect could be multiplied if
    this problem cannot be solved immediately.I am
    certain the this situation is causing us
    considerable anxiety.I would be grateful if you
    could manage to help me out of the problem.

78
  • Unless you take prompt action to correct the
    cars defects or refund the purchase price in
    full, I will be forced to take legal action.I
    believe this is the only way to get this matter
    settled.Please make the adjustment to my bill.It
    is too bad this unfortunate accident occurred.
    Otherwise, I was very pleased with your service.I
    will have to refer this matter to my attorney.I
    am glad to see what you can do to rectify this
    situation.I urge you to reconsider your
    consideration.I would be grateful if you would
    ensure that the same thing does not happen
    again.If you could find time to let us know, it
    would set our minds at rest.I am reluctant to
    take the matter up elsewhere and hope that you
    will be able to let me have some explanation of
    the incident.A time for further discussion on
    this issue can be arranged either by telephoning
    me at 1345 6789 or writing to me via the
    addressI hope we can work something out to our
    mutual benefit.Your agreement to the suggested
    course of action will be appreciated.Your
    comments will be appreciated.I would like to
    discuss this matter with you further. Please
    contact me at 021 047 564. I look forward to
    resolving this with you.I believe this matter can
    be resolved quickly and look forward to your
    early reply.Please let me know what you propose
    in relation to this issue as soon as possible.I
    am sorry to write to you in this manner and I
    hope that you will not be offended.If this matter
    is not put right soon. I fear it could have
    serious consequences.I await your reply and trust
    that it will contain an explanation that some
    mistakes have made by your company.I would like
    to stress that I will not tolerate a situation
    like this.I trust that you will be able to
    correct these matters without delay and that no
    further action will be necessary on my part.I
    understand that my rights are covered by laws and
    I am looking to your company for a return of the
    price paid within 14 days.I would be glad of a
    reply without further delay, or I may have to
    consider legal action.I am wondering if it would
    be possible for us to meet and discuss the
    situation.I hope we can meet and get it sorted
    out very soon.I trust that we can resolve this
    matter quickly and amicably.If I do not hear from
    you within the next seven days, I will have no
    option but to go the city council to have my
    complaint heard.I am sure you will understand
    that this problem is causing me considerable
    inconvenience and expense, and I am anxious to
    have it settled as soon as possible.I look
    forward to receiving a replacement as soon as
    possible.I think that 300 dollars would be a
    reasonable sum of compensation and I look forward
    to receiving your cheque.

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82
  • You should spend about 20 minutes on this task.
    You have bought a washing machine. First you
    found that the machine damaged you clothes, and
    you had it changed. Then you found that the new
    one seriously entangled the clothes. Write to the
    manager of the department store to complain about
    it. You should write at least 150 words.

83
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84
  • Im writing to you because I need to complain to
    you about...
  • ??????????
  • Im sorry to point out the defect in the...
  • ???????????
  • We wish to make the following complaint to you
    and hope you can do something about it.
  • ????????????,??????????
  • I was shocked to find...purchased on...at...by
    us didn?t function well.
  • ??????,????????????
  • I would appreciate it very much if you could
    give me the refund.
  • ????,?????
  • I strongly insist that you change...as soon as
    possible.
  • ????????
  • I am most reluctant to complain, but...
  • ????????,?
  • One annoying aspect of your service is...
  • ??????????????????
  • I have been pleased with your services for
    years, but now I feel very disappointed.
  • ??????????????,?????????
  • I would like to draw your attention to the
    problem/fault...
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