Unit 4: Writing a complaint letter

www.themegallery.com
f. I`m definitely not happy with it at all
a. There are only few native teachers, not all of them are native ones.
c. in fact there are more than 30 students in my class.
b. I have to pay for them
d. the room is not air-conditioned. There is only one ceiling fan in my classroom. It is very hot.
e. but in fact classes often start late and finish early. Sometimes it starts 20 minutes late.
A. Are you happy with your study at English for Today Centre?
B. No, (1)………………………………………………………………….
A. Are teachers native ones only ?
B. No, (2)…………………………………………………………………………………….
A. The advertisement says there are no more than 20 students in a class. Is that true?
B. No, (3)……………………………………………………………………………………………….
A. Do you get free books and cassette tapes?
B: No, (4)……………………………………………………………………………………………….
A. What about the classrooms? Are they air-conditioned?
B. No, (5)………………………………………………………………………………………………
A. What don`t you like most about the centre?
B. It`s the time. They say the class time is from 5:30` p.m to 8:30`p.m,
but (6)…………………………………………..
A. Well. Everything is different from what the advisement says. What are you going to do?
B. I am going to write a letter of complaint to the director of the centre.
Conversation
Finally, what does "B" decide to do?
Pre Writing
How many problems does "B" get in the course?
Which problem doesn`t "B" like most about the centre?
www.themegallery.com
How to Write Complaint Letters
Unit 4: Special Education
Lesson 4: Writing
www.themegallery.com
Group Work
1. What is the letter about?
2. How many parts are there in a complaint letter?
3. What is each part about?
Read the example letter and answer 3 following questions.
www.themegallery.com
Example letter
317 Orchard Road
Singapore
Mr David Richard
Sales Manager
Ever-long Batteries
171 Wall Street
London, England

Mr Richard,

I am writing to inform you that the goods we ordered from your company have not been supplied correctly.
On 25 September 2009 we placed an order with your company for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries.
This error put our company in a difficult situation because we had to make some emergency purchases to fulfill our commitments to all our customers. This caused us considerable inconvenience.
I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. Otherwise, we may have to look elsewhere for our supplies.
I look forward to hearing from you by return.
Yours sincerely
     J. Wong
Purchasing Officer
Address of sender
Address of recipient
Background
Writing date
Problem
Solution & warning
Closing
Signature
Greeting
2 October 2009
www.themegallery.com
Introduction
Letters of complaint usually include the 5 following stages:
1. Background (This section describes the general situation)
2. Problem (explain detailed problems)
3. Solution (ask for solution)
4. Warning (optional)
5. Closing (Ask for reply)
www.themegallery.com
Example letter
317 Orchard Road
Singapore
Mr David Richard
Sales Manager
Ever long Batteries
171 Wall Street,
London, England

Dear Mr Richard,

I am writing to inform you that the goods we ordered from your company have not been supplied correctly.
On 25 September 2009 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries.
This error put our firm in a difficult position, as we had to make some emergency purchases to fulfill our commitments to all our customers. This caused us considerable inconvenience.
I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. Otherwise, we may have to look elsewhere for our supplies.
I look forward to hearing from you by return.
Yours sincerely/ faithfully
     J. Wong
Purchasing Officer
2 October 2009
www.themegallery.com
Background

I am writing to inform you of my dissatisfaction with the food and drinks at the `European Restaurant` on 18 January this year.


I am writing to inform you that the goods we ordered from your company have not been supplied correctly.

I am writing to complaint about the rudeness of a waiter at your restaurant on 12th September 2009.
www.themegallery.com
Problem
Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable. Secondly,…….........Thirdly,………….Finally,…

We have found 16 spelling errors and 2 mis-labelled diagrams in the sample book. This large number of errors is unacceptable to our customers, and we are therefore unable to sell these books.

Your waiter seemed to be annoying when we ordered the food and when we asked him to bring some fruits, he said the bad words to us. This insulted us. His behavior and attitude, in our opinion, can not be accepted in a such restaurant.
www.themegallery.com

Could I please ask you to look into these matters.
Please send us a corrected invoice for $9,479.
I enclose a copy of the book with the errors highlighted. Please re-print the book and send it to us by next Friday.
I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again
Solution
www.themegallery.com
Warning (optional)

Otherwise, we may have to look elsewhere for our supplies.
I`m afraid that if these conditions are not met, we may be forced to take legal action.
If the outstanding fees are not paid by Monday, 12 October 2009, you will incur a 10% late payment fee.
www.themegallery.com
Closing
  
I look forward to receiving your explanation of these matters.
I look forward to receiving your payment.
I look forward to hearing from you shortly.
I look forward to hearing from you by return.  
www.themegallery.com
Notice
Politeness
The tone of complaint letters should not be aggressive or insulting because this would annoy the reader and not encourage them to solve the problem. In addition, questions such as `Why can`t you get this right?` should not be included.
Content
- Should contain enough details so that the recipient does not have to write back requesting more.
- Legal action is not normally threatened in the first letter of complaint, unless the situation is very serious.
www.themegallery.com
Task 2
Using the information from the dialogue in task 1, complete the letter of complaint.
53 Ho Xuan Huong Street
Hanoi, Vietnam
The Director
English for Today Centre.
731 Van Xuan Street, Hanoi, Vietnam
23 February, 2006

Dear Sir,

I am writing to complain about the poor quality of service at your centre. Everything seems to be worse than what you say in the advertisement.
...............................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................

To resolve the problem . I require you to give me a refund. Enclosed is a copy of the receipt.
I look forward to hearing from you and to getting a quick resolution of this problem. Please contract me at the above address or by phone at (04)7.222999

Yours faithfully
Do An Duc
www.themegallery.com
Peer correction
Exchange the letter with your partner, then correct the letter
53 Ho Xuan Huong Street
Hanoi, Vietnam
The Director
English for Today Centre.
731 Van Xuan Street, Hanoi, Vietnam
23 February, 2006

Dear Sir,

I am writing to complain about the poor quality of service at your centre. Everything seems to be worse than what you say in the advertisement.

First of all, as your advertisement, there are only native teachers, but my class has one Vietnamese teacher and two native teachers. Also, in your advertisement, each class has no more than 20 students but there are even more than 30 students in my class. Moreover, in the advertisement you say that when we join this course we can get free books and cassette tapes but in fact we had to pay for all of them. Especially, it seems to be worse when our classroom is not air-conditioned. It is so hot so we can not concentrate on the lesson. Finally, what I do not like most about your centre is the time. The class time is not the same as what the advertisement says. Classes not only start late but also finish early. Sometimes it starts 20 minutes late.

To resolve the problem . I require you to give me a refund. Enclosed is a copy of the receipt.
I look forward to hearing from you and to getting a quick resolution of this problem. Please contract me at the above address or by phone at (04)7.222999
Yours faithfully
Do An Duc
www.themegallery.com
Thanks
for
your
attention