13月15日是国际消费者权益日为扩大对消费者权益保护的

1、Lesson 8 Letters of ComplaintGuidelines to RememberThe body generally consists of four parts:opening: state the problem briefly;focus: provide specific and relevant information about the problem;action: state what action you want taken to resolve your complaint and how long you expect your complaint

2、 to be resolved;closing: be positive in the remarks.Make effective requests and demands.Avoid using contractions in informal writing.Cultural Notes1.3月15日是国际消费者权益日。为扩大对消费者权益保护的宣传，使之在世 界范围内得到重视，促进各国(地区)消费者组织之间的合作和交往，更好地 开展保护消费者权益工作，1983年，国际消费者联盟组织确定每年 3月15日 为国际消费者权益日。目的是在全球范围内更好地保护消费者的权益。自1983年以来，每年的

3、3月15日，世界各地的消费者及有关组织都要举行大规模活 动，集中宣传消费者的权利，显示消费者的强大力量，以推动保护消费者权益 的运动进一步发展。2.State of New York：纽约州，首府是奥尔巴尼(Albany),位于美国东北部，是美国五十州中最重要的一州，美国经济最发达的州之一。有帝国州之称。3. New York City:纽约市，是美国第一大都市和第一大商港，它不仅是美国的金融中心，也是全世界金融中心之一。纽约位于纽约州东南哈得孙河口，濒临大西洋。它由五个区组成：曼哈顿、布鲁克林、布朗克斯、昆斯和里士满，面积 828.8平方公里，市区人口 700多万，包括郊区在内的大纽约市人口

4、 1800万。 纽约还是联合国总部所在地，总部大厦坐落在曼哈顿岛东河河畔。3. Ball State University:鲍尔州立大学(BSU)该大学建立于1899年,起初是由 鲍尔家族出资兴建的师范学院，后来发展成为著名的美国公立大学之一。距美国印地安纳州首府印地安那波利斯市(Indianapolis)一小时车程，是一所可以授 予博士学位的州立大学。公园式建筑的校园是来自于美国和其他80多个国家的18 000名学生共同的家园。4. Muncie:曼西市，美国印第安纳州中东部城市，位于印第安纳波利斯东北部。Language Points1. the checkout lane 收费 口2.

5、proceeded to do sth: to do something after doing something else first -used sometimes to express surprise or annoyanc罐续做（表示惊讶或厌烦）After listening carefully to my advice, she proceeded to do the exact opposite!认真地听完我的建议后她继续做完全相反的事！3. With reference to our order No. W 98, the 120 computer sets supplies

6、 to the above order were delivered the day before yesterday, but we regret that 20 sets were badly damaged. W98号订单所订的120台电脑已于前天运到但很遗憾有 20台严重受 损。in/with reference to something: (formal) used to say what you are writing or talking about, especially in business letters关于，至于(常用于商务信件中)(1) I am writing to

7、 you in reference to the job opening in your department.我写信是关于你部门空缺一事。(2) With reference to our agents, we have complete confidence in their honesty. 我们对代理商的诚实有足够的信心。4. condition: (singular, uncountable) the state that something is in, especially how good or bad its physical state is 状况in (a) good/p

8、oor/excellent/terrible condition(1) The car has been well maintained and is in excellent condition.这台车保养得好，车况很好。(2) Aren't they in good condition, especially those close to the house?那些东西，尤其是靠近房子，情况好吗？5. Meanwhile, we have put the damaged computer sets aside in case you need them to support a cl

9、aim on your suppliers for compensation.同时，我们把损坏的电月而搁 置在一边以防你们需要它们作为证据向供应商索赔。put aside: to put something to one sidef 巴东西放至1J边He glanced at the note, put it aside and went on with the meeting.他扫了一眼便笺，然后放在一边继续开会。in case: as a way of being safe from something that might happen or might be true 如果，万一The

10、re are spare batteries in there, in case you need them.这是多余的电池以备用。TemplateReturn addressdateInside addressSalutationOpening: state the date and place where the problem occurrewhat you bought, when and where, including serial numbers where appropriate).Focus: state the problem you have with the produ

11、ct, the work or the service and why you have this problem. Give as many relevant details as you can. If it is a 10ng story,is a good idea to attach a separate schedule of what happened in time order.Action: state what action you want taken to resolve your complaint and when you expect your complaint

12、 to be resolved. (Do you want a refund? Do you want to exchange the product? If so, for what? Do you just want an apology? A reasonable time is usually 10 business days or more.)(Optional, and normally worth including) State some positive things about your normal experience with the organization con

13、cerned; compliment any of their people who have given good service; compliment their products and say that normally you are very happy with things.Closing: state that you look forward to hearing from them soon and that you appreciate their help.Complimentary closeSignatureEnc.: (if enclosing somethi

14、ng, such as packaging or copies of relevant documents)Key to ExercisesPractice 1Sample 1Sample 2Contact information (name, address)John Dough 999 End Road New York City, NY 12345 Phone: (800) 122-3345 Fax: (800) 988-7765Terry WardCollege of Business Ball State University Muncie, IN 47300Recipient (s

15、pecific person or company)Jim SmithABC CompanyGeneralComputerCorporationEngineering DepartmentProblempoor service of the cashierbadly damaged computer setsWhat to be doneaddress this issue with your cashiers;take business elsewhereif I receive this type ofreplace all 20 sets as soon as possible;put

16、the damaged computer sets asidetreatment againClosingThank you for your cooperation in this matter.I look forward to hearing from you soon.Practice 21. A 2, O 3. C 4. F 5. F 6. O 7. A 8. A 9. C 10. FPractice 3 (no definite answer in this part)1. I would appreciate it if you could give a suitable ref

17、und of some of my service costs.2. We would appreciate it if you could deliver them immediately or refund our money.3. Could you please tell me when the product is available?4. Could you possibly give me the reply before next Monday?5. If possible, would you please replace the machine at your expens

18、e?6. I would be grateful if you would exchange this TV for a new one of the same model, for the same price.7. Would you please inform me of the resolution of this problem?8. If possible, could you please compensate us immediately for the discomfort?9. We would appreciate it if you could pay us immed

19、iately.10. We would be grateful if you could reply within seven days before we are forced to take legal action.Practice 41. I look forward to receiving the rebate within the month.2. I look forward to continuing a positive relationship with your company in the future.3. I look forward to meeting you

20、.4. I look forward to hearing from you at your earliest convenience.5. I look forward to hearing from you soon.6. I look forward to your reply and a resolution to my problem.7. I look forward to discussing a payment plan that will work for both of us.8. I look forward to knowing your thoughts on thi

21、s topic.9. I look forward to hearing from you about this issue.10. I look forward to solving this problem to our satisfaction.Practice 5 (排版时突出阴影部分)1. The character is not aware that he is surrounded by people he cannot trust.2. We are going to send back the incorrect invoice.3. The order was not re

22、ceived by the agreed upon date.4. Other than the three I have had to return recently, I have always found your products to be excellent.5. I have checked this repeatedly to make sure I was pushing the right buttons.6. Unfortunately, we have not yet received the filing cabinets which were a part of t

23、his order.7. I would like to remind you that we have already paid for these cabinets.8. You seem to be acting as if this really did not happen and that perhaps it will somehow go away.9. I am afraid it will not go away until you attend to repairing the damage for which you are responsible.10. I am a

24、fraid that the enclosed product does not work.Practice 61. order2. duly3. seriously4. investigated5.packing6. loss7. customers8.gratefulPractice 71. purchased2. for3. buying/ I bought4. and the5. to6. she7. that8. do not9. be carried out徵材此处有错误)10. discussPractice 8(Omitted)Translation of the Sample

25、s样文1纽约州纽约市 美因街123号ABC公司吉姆史密斯由B编12345尊敬的史密斯先生：七年来我对贵公司的友谊超市一直很满意。但在我 2006年6月1日下午2点 的一次购物中，一位工作人员的服务态度很差，我觉得应该引起你的注意了。当时我在商店买了一包薯条和一听可乐。当我去收款处结账时，一个带着写有“简”的牌子的收银员告诉我再等几分钟直到她新涂的指甲油干了，同时她还在跟朋友打电话。十分钟后，她挂了电话，才继续给我结账。我对那天的服务很失望。如果你能把这个问题告诉你的收银员们， 我会很感激。 我很喜欢在此超市购物。但如果我再次受到此类待遇，我就会去别处买东西了。谢谢你的合作。2006年6月3日约翰杜纽约市安德路999号由B编12345电话：（800） 122-3345传真：（800） 988-7765样文2印第安纳州曼西市鲍尔州立大学商学院邮编47300德克萨斯州华兹堡市通用电脑公司工程部邮政信箱73219邮编76108尊敬的先生：W98号订单所订的120台电脑已于前天运到但很遗憾有 20台严重受损装有电脑的包装箱看起来没什么问题，所以我们就接收并毫不犹豫地签字。我 们小心地打