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  Writing a Good Topic Sentence  Writing a Helpful Outline in Advance Part I

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 “Soldier’s Home” ， Kreb tells his mother that he wants no part of God's Kingdom ．  这个句子太具体以至于无东西可写，无法展开段落。 Example 2 ： Let me tell you something about overpopulation ．  这个句子太笼统，作为一个段落的主题太大，难于 驾驭。 Example 3 ： Why has the world population been increasing so rapidly in the last decades ？  这个句子是个较好的主题句，作者用 “the reasons for overpopulation in the last decades” ，从 “ 原 因 ” （ cause ）和 “ 时间 ” （ time ）两方面限制了主题， 能在一个段落内论述。

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 writer’s 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 children’s hot items.  （ The reader can know from the remainder of the paragraph why the writer thinks that baseball cards are children’s 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 shouldn’t 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. 1.Getting the necessary documents 2.Passport 3.Visa 4.Making financial arrangements 5.Buying clothes 6.Taking care of medical requirements 7.Purchase the ticket for the trip 8.Packing bags 9.Suitcases 10. Baggage I made preparations for a trip to the Unites states. 1.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: Topic sentence 一._______________ A._____________ B._____________ 二._______________ A._____________ B._____________ Incorrect Topic sentence I._______________ A._____________ B._____________ II._______________ A._____________ B._____________ Correct Note ： No Chinese numerals are used in an English outline.

43. Look at the outline and decide whether it is correct or not. 1. Rocks make excellent pets. A. They don’t eat. B. Cleanliness. C Obedient. Incorrect 2. Rocks make excellent pets. A. They don’t 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. Don’t eat. B. Are clean. C Are obedient. Correct 4. Rocks make excellent pets. A. Because they don’t 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. Mary’s long silence C. A letter expected from Mary 4. The arrival of Mary’s letter A. A cheque B. The letter read C. Mary’s 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 ? 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. Incorrect 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. 1) San Francisco is famous for its many tourist attractions. A. Golden Gate Park is very famous. B. Chinatown C. Fisherman’s 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. Fisherman’s 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 what’s 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 couldn’t find it. She then said in a rude tone that if I couldn’t 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, 2008 Henry Richardson Customer Service CL Sports Ltd. 2025 East River Parkway, Minneapolis, MN, United States (612) 596-6100 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

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 384889 Hotel Golden Dumpling 333 Noodle Lane Bowling City 838498 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.  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 ( 客户 ) 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 ( 低劣的 ) 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 ( 客户 ) 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 ( 低劣的 ) 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 o’clock 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-assistant’s 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 o’clock 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 o’clock, 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 up—the 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 is…For 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. 投诉内容。一般放在信的开头。常用的表达法有： 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. 投诉原因。一般讲述对商品质量或售后服务不满意的地方。 常用的表达法有： 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. 希望得到的结果。常用的表达法有： Please 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.  贵方若能更换发错的货物，我们将不胜感激。  2. We should be grateful if you would give me/us a complete refund for the defective goods which were delivered.  对于这批瑕疵货物，贵方若能全数退还货款，我们 将不胜感激。  3. We should appreciate your looking into this matter and arranging for delivery within the next three days.  谨希望您对此进行调查，三天之内安排发货，我们 将不胜感激。 

69. 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.  Practical Writing

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.

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 o’clock 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-assistant’s 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 o’clock 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 o’clock, 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 up—the 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. 开头  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 concerning…I 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 neighbor’s 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 car’s 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 address…I 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.

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.

84.  I’m writing to you because I need to complain to you about...  写这封信是想向你投诉 ……  I’m sorry to point out the defect in the...  对不起我得指出 …… 的毛病。  We wish to make the following complaint to you and hope you can do something about it.  我们想向你们投诉以下问题，希望你们能予以解决。  I was shocked to find...purchased on...at...by us didnt function well.  我惊讶地发现，我们 …… 日在 …… 地购买的 …… 不好用。  I would appreciate it very much if you could give me the refund.  如能退款，不胜感激。  I strongly insist that you change...as soon as possible.  我强烈要求尽快换 ……  I am most reluctant to complain, but...  我非常不愿意投诉，但 ……  One annoying aspect of your service is...  你们的服务项目中一个令人不满的地方是 ……  I have been pleased with your services for years, but now I feel very disappointed.  多年来我一直很满意你们的服务，但现在我非常失望。  I would like to draw your attention to the problem/fault...  我想让您知道这个问题 / 错误 ……  I am writing to inform you that I find... unsatisfactory.  我写信是为了告诉你我发现 …… 令人非常不满意。  I wish to express my dissatisfaction/disappointment about...  我想表达我对 …… 的不满 / 失望。  It would be highly appreciated if you could...  如果你能 …… 我将万分感谢。  I trust you will take my complaints seriously and...  我相信你会认真对待我的投诉，并且 ……  I hope you will give due attention to this matter.  希望对此事你能给予足够的重视。  I would like to get this matter settled by the end of this month.  我希望能在月底解决这事。  I could not be more satisfied if you can kindly...  如果你能 …… 我将会非常满意。  I would appreciate it very much if you could...  如果你能 …… 我将非常感谢。