delkorangl

►1 How does Mr. Long complain?

What does Mr. Basuki want Mr. Long to look at? Will Mr. Basuki refund his money?

5.2 Making a mild complaint

To make a mild complaint you can:

– say that, unfortunately, something is wrong,

e.g. ‘Unfortunately, we have not yet received the filing cabinets.’ and then, using the phrases you learnt before:

– request some action. e.g. ‘Please could you

‘We would be grateful if you could deliver them soon.’ ‘We would appreciate it if you could

►1 Match sentences (a)-(d) together with sentences (e)-(h) to make four separate complaints.

a)Unfortunately, one of the machines you sent us was damaged.

b)Unfortunately, we have not yet received your payment.

c)Unfortunately, your driver took the goods to the wrong place.

d)Unfortunately, you forgot to mention the cost of your products.

e)Please could you send us your cheque before 30 June.

f)We would be grateful if you could send us a replacement.

g)We would appreciate it if you could collect them and bring them to our offices.

h)Please could you send your price list as soon as possible.

2 What would you write in these situations? In each case, decide what action you want the company or organisation to take. Follow the example.

a) A company has sent you a bill for the wrong goods.

Unfortunately you sent us a bill for the wrong goods. Please could you send us a correct bill as soon as possible.

b)Your new photocopier has broken down. You have to write to the company who sold it to you.

c)A temporary secretary does not speak English. You have to write to the agency who sent her to you.

d)You keep receiving letters for someone else. You have to write to the post office.

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5.3 Letter practice

The accountant in your office has just passed you the following invoice.

Write a full letter to Minachi, complaining about the typewriter. Remember to:

–say what you are writing about (use a heading)

–say what is wrong

–request some action (you decide!)

We received this machine yesterday. The cover is missing M

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5.4. Making a point

If you want someone to take note of something you can use phrases such as:

I should like to draw your attention to (the fact that) ...

I should like to point out that...

If you are saying something that they already know (and you are a little bit angry) you can write:

I should like to remind you that ...

I hope that it is not necessary to remind you that ...

You have been passed these memos and letters. What will you write?

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5.5 Intercity Bank has to write again

Three months later, Intercity Bank had still not received the filing cabinets. Peter Long wanted to write again.

►1 Is Mr. Long still making a mild complaint? How do you know? 2 What will he do if he does not get a reply to his letter?

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5.7 Making a strong complaint

To make a strong complaint you can:

– say exactly what is wrong,

e.g. ‘It is now over nine months since we placed this order and we are still waiting for the cabinets.’

–make a point connected with this,

e.g. ‘I should like to point out that we have already paid for these cabinets.’

and then:

–demand immediate action.

e.g. ‘We really must insist, therefore, that you deliver them immediate-

ly.’

If you think that it is necessary you can also:

–give a warning.

e.g. ‘Unless we hear from you, we will take legal action.’

► Each of these letters is mixed up. Put the sentences in the correct order.

1 Dear Sir

a)I really must insist, therefore, that you refund at least 10% of our money.

b)

I would like to remind you that your advertisement said ‘superior ho-

c)tels’

d)I am writing to complain about your Tour 5210 to Mexico.

If we do not receive adequate compensation I will be forced to write

e)to the local newspaper.

The quality of the food in the hotels was terrible and everybody in our group was sick most of the time

Yours faithfully

Daniel Thomas

Mr. Daniel Thomas

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2The Manager Swindle Cleaning Co

Dear Sir

a)I hope it is not necessary to remind you that this is the second time I have complained about your employees.

b)If you are unable to do this, we will be forced to cancel your contract.

c)

I am writing in connection with your contract to clean our offices.

d)

I really must insist, therefore, that you take immediate action to improve the quality of your services.

e)

Twice this week, I have found your workers asleep when they should be working.

Yours faithfully

Hilary Wilson

H J Wilson

Administrator

5.8 Letter practice

You work at Central Business Consultants, 16 Hyde Towers, Hong Kong. The people who rent the office next to you play very loud music all day and every day, even though the contract for the offices says ‘no radios’. It is impossible for you to work. Write a full letter to them, making a strong complaint. Follow this plan:

−say what you are writing about (the noise from their office)

−say exactly what is wrong

−make a point connected with this (the contract)

−demand immediate action

−give them a warning (you will contact the landlord).

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5 B Activity section: Who’s responsible?

1 Read this newspaper article about an explosion in a clothes factory. ►a) Perfecta Ltd’s stock was valued at…

b)What is Perfecta Ltd going to do now?

c)Who is Bauer AG?

d)What has Aqua Warm done?

3 January 2009 DAILY NEWS

EXPLOSION DESTROYS FACTORY

extensive a lot of

to claim (here) to ask for

compensation money given to make up for the loss of something to install to put in

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UNIT 6 Personal Business Letters

6A Study section: personal business letters

6.1 Michael Kennedy sends out some brochures

Michael Kennedy, from EuroCom Ltd, went to dinner with Khalid Al Jalahma from Arabian Electronics in Bahrain. When he got back to England he sent Mr. Al Jalahma results of a new product. He also sent the details to someone who had written to him. As you read the letters, try to complete the table below the letters and answer the question.

КККККККККККEUROCOMКККККККККККККК

European Communications Company

It was a pleasure to have dinner with you while I was in Bahrain. I think we had a very useful discussion and I am sure that we can come to some worthwhile agreements.

I thought you might be interested to hear about a new amplifier that we are producing – the ER26. I am enclosing a brochure that gives all the important details but if you would like any further information, please do not hesitate to contact me.

Thank you once again for a very pleasant evening. Please give my regards to Peter Smith. I look forward to seeing you the next time I am in Bahrain.

With best wishes

M S Kennedy

Michael Kennedy

Export Sales Manager

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