陳光偉

一、文體概述

投訴信是人們在生活中對服務(wù)、商品、關(guān)系等不滿時(shí)向特定對象寫的信件，通常還會(huì)要求對方做出相應(yīng)的補(bǔ)救。投訴信的用詞要恰當(dāng)并且相對正式，語氣要堅(jiān)決。敘述問題時(shí)用過去時(shí)態(tài)，提出建議時(shí)用現(xiàn)在時(shí)態(tài)。投訴信應(yīng)包括三個(gè)方面的內(nèi)容：1. 表明寫信目的及投訴的內(nèi)容；2. 投訴的原因；3. 希望得到的結(jié)果。

二、必備短語

1. express my disappointment/dissatisfaction about 表達(dá)不滿

2. bring about inconveniences 帶來不便

3. to make matters worse 更糟糕的是

4. in a rude manner 態(tài)度惡劣

5. put up with/bear 忍受

6. look into/investigate the matter 調(diào)查此次事件

7. take measures/action 采取措施

8. deal with/solve the problem 解決問題

9. a satisfying solution 一個(gè)滿意的解決方法

10. declare a refund 要求退款

三、套用句式

1. I am writing to express my disappointment/dissatisfaction/concern about... 我寫這封信是為了表達(dá)我對……的失望/ 不滿/擔(dān)心。

2. The reason for my dissatisfaction is ... For one thing， ... For another， ... 我不滿意的原因是……。一方面……，另一方面……

3. Under these circumstances， I find it difficult to ...在這種情況下，我很難……

4. I would like to have this matter settled by the end of this month.我希望在這個(gè)月底之前解決這件事。

5. I would appreciate it if you could give due attention to this matter. 如果你可以給予此事足夠的重視，我將不勝感激。

四、習(xí)作修改 下列習(xí)作中共有10處錯(cuò)誤，每句最多兩處，請改正。

To whom it may concern，

I am one of your customer. I ordered a set of books on your website two weeks before， but I didnt receive them not until yesterday. And much to my disappointment， the books were too poorly packed up that the cover of one book is torn. To make matters worst， it is not complete set， as I found one book missing.

I am sorry to have received such poor service， but I believe I have every right to ask you to deal with this problem. I hope that you either return my money nor deliver a new set of books to me. Besides， Id like to be informing of the process of your dealing with my complaint.

Looking forward to your reply.

Yours，

Li Hua

五、課堂練習(xí)

假設(shè)你是卜曼宜，你購買了一部某外國公司生產(chǎn)的手機(jī)，因有質(zhì)量問題，要求該公司更換或退款。請用英文寫一封電子郵件。要點(diǎn)包括：

1. 問題：手機(jī)不響鈴，不能發(fā)短信；型號新，無配件，無法維修。

2. 要求：公司應(yīng)盡快予以更換或退款。

注意：1. 詞數(shù)為100左右；

2. 可以適當(dāng)增加細(xì)節(jié)，以使行文連貫。

參考詞匯：配件——spare part

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六、課外作業(yè)

假設(shè)你是卜曼宜，你上周在國外網(wǎng)站上購買了一條圍巾，因有質(zhì)量問題，要求該網(wǎng)站更換或退款。請用英文寫一封電子郵件。要點(diǎn)包括：

1. 問題：圍巾有破損；無法與電話客服取得聯(lián)系。

2. 要求：應(yīng)盡快予以更換或退款。

注意：1. 詞數(shù)為100左右；

2. 可以適當(dāng)增加細(xì)節(jié)，以使行文連貫。

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參考答案與范文

習(xí)作修改

本文是李華向書商投訴，一來發(fā)貨慢，二來包裝得不好，導(dǎo)致有一本書的封面損壞，而且還漏發(fā)了一本書。他希望書商要么退款，要么再寄一套新書給他。

1. customer→customers 因one of后加名詞復(fù)數(shù)。

2. before→ago 因從現(xiàn)在算起到過去的時(shí)間，一般用ago。

3. 去掉until前的not 因?yàn)閚ot...until結(jié)構(gòu)中的not已出現(xiàn)在didnt處了。

4. too→so 此處是so...that的結(jié)構(gòu)，意為“包裝得不好，結(jié)果有一本書的封面裂了”。

5. is→was 描述過去發(fā)生的事情，謂語動(dòng)詞應(yīng)該用過去式。

6. worst→worse 這里指“糟糕的是”，用比較級即可。

7. complete前加a 上文有提到“ordered a set of books，訂購了一套書，所以這里對應(yīng)的要加上a。

8. but→and 兩句話是順承的關(guān)系，用and連接。

9. nor→or 因either... or...（要么……要么……）是固定搭配

10. informing→informed 這里是指“被告知”，應(yīng)該用動(dòng)詞的過去分詞。

課堂練習(xí)

Dear Sir，

I am writing to express my dissatisfaction about the mobile phone I bought from your company last week. The reasons for my dissatisfaction lie upon the points as follows： it didnt ring or send short messages since two days ago. Whats worse， I was told that it was a new model， so I couldnt get it fixed without the right spare parts. Therefore， I hope to change it for a new one or I declare a refund. Ill appreciate it if my demand is met.

Thank you for your consideration and I am looking forward to your reply.

Sincerely yours，

Bu Manyi

課外作業(yè)

Dear Sir，

I am writing to express my dissatisfaction about the scarf I bought from your website last week. It arrived on time the day before yesterday. But when I checked it， I found a hole in the middle. I was astonished because the hole was obvious and I didnt think you should neglect this deficiency. I have dialed your service number for several times but it was always busy. Now this problem keeps worrying me. I hope to change it for a new one or I declare a refund. Ill appreciate it if my demand is met. By the way， how shall I send this scarf back to you？

I am looking forward to your reply.

Sincerely yours，

Bu Manyi

責(zé)任編輯 蔣小青