国外购物发生纠纷时如何写投诉信——Complaint letter

当投诉时(File a complaint)要谨记以下原则：

1、保持冷静。问题并不是要帮助你的人所引起的。

2、不要使用愤怒、威胁或讽刺的语气。

3、明确表达你想要的处理结果。

4、每进行一步都要有记录，并复印留底。

5、要先与卖方联系。您可以通过拨打该公司的免费电话号码来解决一些问题。即使打电话，你也要知道投诉的细节。您以下面的示例信的模式写下你一些注释。如有需要可找对方的经理。

6、如果第5条不起作用不工作，可联系制造商的全国总部或消费者事务办公室。一些专家建议，信件是联系公司最有效的方法。如果电子邮件和电话联络无效，请使用写信这种老式的方法。

7、如果问题仍没有解决，尝试联系当地的消费者保护机构、公平贸易局(www.bbb.org)或其他能提供帮助的组织。

8、如果以上这些均不奏效，考虑提出小额诉讼(small claims suit)或聘请律师。

以下是一封标准的投诉信(Complaint letter sample):

Your Address

Your City, State, Zip Code

(Your e-mail address if sending via e-mail)

Date

Name of Contact Person (if available)

Title (if available)

Company Name

Consumer Complaint Division (if you have no specific contact)

Street Address

City, State, Zip Code

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location, date and other important details of the transaction).

Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.).

To resolve the problem, I would appreciate your (state the specific action you want - money back, charge card credit, repair, exchange, etc.). Enclosed are copies (do not send originals) of my records (include receipts, guarantees, warranties, canceled checks, contracts, model and serial numbers, and any other documents).

I look forward to your reply and a resolution to my problem and will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at (home and/or office numbers with area code).

Sincerely,

Your name

Enclosure(s)

正式信件的格式：