• You are working in the Equipment Management

Department of Lotus Group. Your department bought

some expensive desktop computers last week from
Electronics World. Now you realize that they are not
functioning properly.
• Write an email (about 200 words) to the Customer
Service Manager of Electronics World, complaining about
the computers and requesting the company to take some
immediate actions.
• @You are supposed to describe the problems clearly and
include your suggestions or demand.
tell what you
complain
about with
some details

describe the
consequences
in details

request for
actions
 Email to complain
• Tell your complaint right in the 1st paragraph.
• Include relevant details for the recipient to
take actions.
• Leave emotions out of the email.
 Complaint emails - OPENING

• I am writing to complain about…

• I am writing to express my concern about…
• I am writing in connection with…
Complaint emails - DESCRIPTION

• Your staff promised/ guaranteed that…, but

the fact was not up to the promise.
• You advertised that… but the fact was not as
expected.
Describe the bad results you suffered:
• … resulted in…
• Because of that,…
 Complaint emails - EVIDENCE

• You can see the invoice attached.

• Attached are some photos of the damaged
consignment.
Complaint emails - REQUEST FOR ACTION

• I would like you to investigate this matter, and

let me know your decision.
• I would like a full/partial refund no later than....
• We must insist on an immediate
replacement/full refund.
• Unless I receive the goods by the end of this
week, I will have no choice but to cancel my
order.
MKT1704