投訴信寫作指導(dǎo)

廖英

假如你是李華，上周從一網(wǎng)店購買了一個（網(wǎng)絡(luò)）路由器，使用過程中發(fā)現(xiàn)有網(wǎng)絡(luò)經(jīng)常掉線，WIFI信號不穩(wěn)定等問題，為此你給網(wǎng)店的售后客服寫一封信，要求更換產(chǎn)品或全額退款。

注意：1. 詞數(shù)為100左右；

2. 可適當增加細節(jié)，以使行文連貫。

參考詞匯：路由器router 服務(wù)器server 掉線lose connection to 穩(wěn)定的stable

[謀篇布局]

應(yīng)用文的實際用途決定了其語言要簡潔明了。主要有三個原則，即proper（恰當）、 precise（精確）和polite（禮貌）。具體要求體現(xiàn)為：需開門見山，文章一開始就要表明意圖；行文邏輯清晰、目標明確；語氣要恰如其分，注意語言的正式和禮貌，遵循交際原則。

高考書面表達多以日常生活場景為基礎(chǔ)。在擴充細節(jié)的時候，同學們要結(jié)合平時的生活積累，在符合常識的基礎(chǔ)上，充分發(fā)揮想象力。

投訴信作為英語文體的一種，目的是解決問題，比如消費利益受損、正常生活和工作受到干擾等。內(nèi)容可包括：說明投訴的原因并表達遺憾；實事求是地闡述問題發(fā)生的經(jīng)過；指出問題引起的后果；提出批評及處理意見，要求對方采取措施。此外，語氣注意要冷靜、鄭重、克制，不必過于禮貌。但也要就事論事，不能人身攻擊。

[常用表達]

開頭常用句式

I am writing to you to complain about ...

I am writing to express my dissatisfaction/disappointment/concern about ...

I am writing to inform you that I am dissatisfied with ...

I feel sorry to trouble you but I am afraid that I have to make a complaint about ...

I wish to draw your attention to the problem/fault ...

I regret to inform that ...

結(jié)尾段常用句式

I will appreciate it very much if you could ...

I look forward to your dealing with these problems without delay.

I hope you will consider my suggestions and improve the situation as best as you can.

We hope that you will consider this matter seriously and make an effort to prevent the recurrence of this kind.

I hope you can give me a satisfying reply and deal with this matter reasonably.

I must have you fully understand that without a satisfying solution， I will reserve my right to take legal action.

其他常用句式

The reason for my dissatisfaction lies/consists in ...

Under these circumstances， I find it difficult to ...

For one thing ...， for another ...

Therefore， I hope to change for another ... or declare a refund.

I received such poor service that I felt I should bring it to your attention.

習作一

Dear Sir or Madam，

I am writing to you to complain about the router which I bought last week from the internet.

I found some problems during I use it. First， I cant find the servers when I looking through the news. Second， it was often losed connection to the servers if I was finding some informations from the internet. It caused big problems to my work and daily life. The most serious doubt is the WIFI doesnt stable. Sometimes it lose connection to the server in a second. After a while， it come to be fine.

Because of the problems， I require to full require or change a new one. If you can change a new one， it will be the most wonderful way to solve these problems.

Im looking forward to hearing from you.

Yours sincerely，

Li Hua

這是一篇中低檔習作，得分18。其優(yōu)點是：

1. 作者運用了銜接詞，觀點清晰，層次分明。

2. 活學活用了一些短語，如because of， after a while， look forward to， look through。

不足之處是：

1. 存在簡單單詞拼寫錯誤。如：lose過去式應(yīng)為lost；information是不可數(shù)名詞，復(fù)數(shù)的形式不加s。

2. 時態(tài)、語態(tài)混亂。在第2段描述產(chǎn)品問題時，應(yīng)統(tǒng)一用過去時態(tài)。如第2段第2句應(yīng)改為I couldnt connect the server when I was looking through the news. it was often losed connection to應(yīng)改為it often lost connection to。

3. 中式英語過多，還有一些表達錯誤：第2段中的... during I use it應(yīng)改為when I used it；it come to be fine應(yīng)改為it turned out to be fine；第三段的I require to full refund應(yīng)改為I require a full refund.

習作二

Dear Sir or Madam，

I am writing to you to complain about the poor quality of the router I bought from your store last week.

Having used it for several days， I found the router seemed to have been out of order and problems have arisen one after another. While I was searching for some information on the internet， it lost connection to server frequently， which annoyed me greatly. What made matters worse was that the signal of wireless network was not stable， which made it difficult for my iphone or ipad to connect to the net via WIFI， putting me to great inconvenience.

Therefore， I would be grateful if you could replace it with a new one as soon as possible. If not properly settled， a full refund would be acceptable as well. Thank you for taking it into consideration， and Im looking forward to your early reply.

Yours sincerely，

Li Hua

這是一篇高檔習作，得分23。

1. 要點齊全，細節(jié)補充合理。第2段實事求是地闡述產(chǎn)品問題，邏輯清晰，有條有理。第3段提出解決建議，語氣鄭重禮貌，不卑不亢。

2. 亮點詞匯短語表達運用得當。如：seem to have done， out of order， arise， search for， put sb. to great inconvenience， take sth. into consideration.

3. 長短句并存，句式靈活多樣，文章節(jié)奏感強，語用能力突出。如：

Having used it for several days， I found the router seemed to have been out of order and problems have arisen one after another. （現(xiàn)在分詞完成式作狀語）

What made matters worse was that the signal of wireless network was not stable， which made it difficult for my iphone or ipad to connect to the net via WIFI， putting me to great inconvenience. （主語從句+非限定定語從句+現(xiàn)在分詞作結(jié)果狀語）

If not properly settled， a full refund would be acceptable. （條件狀語從句的省略）