在日常的生活中，难免会碰到不如意的事，如：所购买的商品质量有问题，对售后服务不满意等，这时可写抱怨信/投诉信以求得解决。抱怨信/投诉信的书写格式与普通书信的格式基本相同，但在写信时应注意态度，要做到态度诚恳，有理有据，切忌一味恼怒。一般说来，抱怨信/投诉信包含投诉内容、投诉原因和希望得到的结果三个最基本的方面。在写这类信件时应特别注意以下几点：

1．  写明事情发生的时间，交代清楚写信的原委。

2．  用词恰当，不要因为有理就盛气凌人，得理不让。

3．  提出较为具体的要求或提出所希望的解决方式方法。

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

 

参考译文

广东博罗市延安路23号

邮编：516100

雨点百货商场

总经理

尊敬的总经理：

        我写这封信是向你投诉上周我在贵商场遇到的一件事。

        上周我在博罗开会，回家前的那一晚上我去贵商场为我的女儿买裙子。商场服务

员为我选了一条，我很信任她，没有再检查就买下离开了。我回到宾馆后，发现袖子上有一个小洞，便立刻拿回去要求调换，但她说不能换，而且还告诉我没办法帮我忙我知道雨点商场是全国十佳商场之一，但为什么顾客这样简单的要求都满足不了呢？

        我希望贵商场能给我一个答复并为我调换一条裙子。

        盼复。

                                                                  此致

敬礼！

                                                                                                                李芝芹

                                                                                                                杭州东方公司

                                                                                                                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，我在现代超市买了一台便携式真空洗尘器。可是用了两个星期就坏了。

        我去本地的一家修理店修理，可店员告诉我这是出厂时就有的毛病，建议我去找现代超市。现代超市因没有贵厂的备件，就给我换上了别的厂家的配件。可是两个月后吸尘器又坏了。现代超市建议我写信向你们请求帮助。

保修单上写的是我的名字。

对此事你们能提供的帮助我将感激不尽。