Study vocabulary, used in the letters of complaint.

· complain about + problem (a noun or noun phrase); e.g. 'I would like to complain about your services'.

· complain to + a person; e.g. 'I complained to the customer service representative'.

· complained of + a medical problem; e.g. 'He complained of not sleeping well'.

· complaint of + date the complaint was written; e.g. 'I received your complaint of 22 March 2007 '.

· complaint on + date the complaint was received; e.g. 'I received your complaint on 23 March 2007 '.

· complained that + clause; e.g. 'He complained that we had not answered his e-mails'.

Read the memo below and complete it with the correct word.

MEMO

Subject: Suggestions Arising from (1) ____________ about Sound Systems Exhibition

Introduction

I am writing to inform you that recently some attendees (2) ____________ about the Sounds Systems Exhibition and to make some suggestions.

2. Problems, Causes & Suggestions

2.1 Registration

Attendees wrote to (3) ________________________ that the online registration facility did not work. There was a bug in the program, which has now been fixed. I suggest that we should do more testing next year.

2.2 Venue

Many of the attendees who (4) ________________________ said that the venue was too small. We underestimated the popularity of the exhibition. Next year we should book a bigger venue.

2.3 Leaflets

There were (5) ________________________ that our exhibitors ran out of leaflets. We should ask them to print more next year.

2.4 Written (6) ________________________

A number of attendees wrote to us (7) ________________________ about these issues. To compensate them I would like to send them free VIP passes to next year's exhibition.

Action

With your approval I will handle these (8) ________________________ by implementing the above suggestions.

35. Read the following extracts from letters of complaint, and decide which one would be successful in getting a refund. Which one is:

· Not strong enough

· Too strong

· Appropriate in tone

a) ________________________ Your tour of the New Territories was a disaster. The lunch was horrible. Why didn't you book a decent restaurant? I was very sick and vomited all evening. I demand compensation. If you don’t give my money back, I will take you to court. Thanks.

b) ________________________ I am writing to express my dissatisfaction about the punctuality, quality and customer service on your local tour of New Territories tourist attractions. After lunch my family and I did not feel well due to bad stomach pains. I was forced to take sick leave next day, and I enclose a copy of the doctor's note. Due to the discomfort and inconvenience, I would be very grateful if could please refund some of my money. Thank you very much for your kind consideration.

c) ________________________ I am writing to complain about a tour of the new Territories organized by your company. The food was disgusting and gave me and my family bad stomachs. I had to take a day off work. I would like to have all of my money refunded. I look forward to hearing from you.

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