在日常的生活中，難免會碰到不如意的事，如：所購買的商品質量有問題，對售后服務不滿意等，這時可寫抱怨信/投訴信以求得解決。抱怨信/投訴信的書寫格式與普通書信的格式基本相同，但在寫信時應注意態度，要做到態度誠懇，有理有據，切忌一味惱怒。一般說來，抱怨信/投訴信包含投訴內容、投訴原因和希望得到的結果三個最基本的方面。在寫這類信件時應特別注意以下幾點：

1．  寫明事情發生的時間，交代清楚寫信的原委。

2．  用詞恰當，不要因為有理就盛氣凌人，得理不讓。

3．  提出較為具體的要求或提出所希望的解決方式方法。

Sample 1

Sept. 20, 2004

General Manager

Raindrop Department Store

23 Yanan Road, Boluo City,

Guangdong 516100

Dear General Manager,

I am writing because I need to complain to you about what happened to me at your store last week.

I was in Boluo last week for a conference. The evening before I left for home, I went to your store and bought a dress for my daughter. The shop assistant helped me to choose one and I trusted her judgment and left without check. After I got back to the hotel, I found a small hole on the sleeve. So I came back to exchange it immediately, but she wouldn’t exchange it for me and said she could do nothing about it. I know that Raindrop Department Store is one of the “Ten Best Department Stores” in the country. But why couldn’t a simple customer’s service like that be done?

I hope the store can answer me and exchange the dress.

I am looking forward to your reply.

Sincerely,

Li Zhiqin

Hangzhou Dongfang Cooperation

 

參考譯文

廣東博羅市延安路23號

郵編：516100

雨點百貨商場

總經理

尊敬的總經理：

        我寫這封信是向你投訴上周我在貴商場遇到的一件事。

        上周我在博羅開會，回家前的那一晚上我去貴商場為我的女兒買裙子。商場服務

員為我選了一條，我很信任她，沒有再檢查就買下離開了。我回到賓館后，發現袖子上有一個小洞，便立刻拿回去要求調換，但她說不能換，而且還告訴我沒辦法幫我忙我知道雨點商場是全國十佳商場之一，但為什么顧客這樣簡單的要求都滿足不了呢？

        我希望貴商場能給我一個答復并為我調換一條裙子。

        盼復。

                                                                  此致

敬禮！

                                                                                                                李芝芹

                                                                                                                杭州東方公司

                                                                                                                2004年9月20

Sample 2

Dear Sirs,

In December of 2004, I bought a vacuum cleaner, portable special model, at Modern Supermarket. It had only been used for two weeks before it broke.

I took it to a local repair shop, but they told me it was a factory defect and suggested that I take it back to Modern Supermarket. Lacking some replacements, they changed a part from another manufacturer. Now, two months later, it has broken again. The Modern Supermarket suggested that I write you for further help.

The guarantee was registered in my name.

I will appreciate what you will do for us on this matter.

 

                                                                                                         Respectfully,

                                                                                                         Qiu Qiang

尊敬的先生：

        2004年12月，我在現代超市買了一臺便攜式真空洗塵器。可是用了兩個星期就壞了。

        我去本地的一家修理店修理，可店員告訴我這是出廠時就有的毛病，建議我去找現代超市。現代超市因沒有貴廠的備件，就給我換上了別的廠家的配件。可是兩個月后吸塵器又壞了。現代超市建議我寫信向你們請求幫助。

保修單上寫的是我的名字。

對此事你們能提供的幫助我將感激不盡。