Чтение и письмо: формальное обращение (формальный регистр, пассив)
Слова урока · 4
- to whom it may concern /tə ˌhuːm ɪt meɪ kənˈsɜːn/тем, кого это касается
- I am writing to complain about /aɪ əm ˌraɪtɪŋ tə kəmˈpleɪn əˌbaʊt/пишу с жалобой на
- reimburse /ˌriːɪmˈbɜːs/возместить (расходы)
- enclosed /ɪnˈkləʊzd/прилагаемый
Фразы урока · 2
- I am writing to complain about the service I received; please find enclosed copies of the invoices.Пишу с жалобой на полученную услугу; прилагаю копии счетов.
- Please reimburse the £80 I paid for the repair.Пожалуйста, возместите 80 фунтов, уплаченные за ремонт.
Текст: «Ответ компании на первую жалобу»
Reference: SR/4471
Thank you for your email of 12 May regarding the boiler service carried out on 3 May.
We are sorry that you were dissatisfied. Having reviewed the engineer's report, we note that the boiler was serviced in line with the manufacturer's guidelines and that no fault was recorded at the time. The subsequent loss of heating on 5 May appears to have been caused by a failed pump, which is a separate component and is not covered by the service guarantee. Pumps are subject to normal wear and tear, and the age of your boiler (eleven years) makes such failures more likely.
We therefore regret that we are unable to offer a refund of the £120 service charge. As a goodwill gesture, however, we are pleased to offer a 20 % discount on the replacement of the pump should you wish us to carry out the work; our engineer has quoted £310 for parts and labour.
With regard to the £80 you paid to another company for an emergency call-out, we are unable to reimburse costs incurred with third parties.
We hope this clarifies our position. Should you wish to discuss the matter further, please contact our customer relations team, quoting the reference above.
Yours sincerely,
Diane Wood
Customer Relations Manager, Northfield Heating
Задание
Напишите формальное ответное письмо в компанию (letter of complaint, 160–190 слов): назовите номер и цель (further to, I am writing to …); признайте их довод и удержите позицию (I appreciate that …; nevertheless); приведите факт, который они не учли (the engineer should have noticed / tested the pump during the service; had the pump been checked …), с точным сравнением (the boiler was far quieter before; nowhere near); назовите основание (under consumer rights law, the service must be carried out with reasonable care and skill; entitled to); попросите конкретное решение со сроком (rectify, reimburse, at no extra cost, within 14 days); укажите следующий шаг (escalate, take the matter further, ombudsman) и приложения (enclosed).
Образец ответа
Dear Ms Wood,
Reference: SR/4471
Further to your letter of 16 May, I am writing to ask you to reconsider your decision regarding the boiler service carried out on 3 May.
I appreciate that the pump is a separate component and that an eleven-year-old boiler is more likely to fail. Nevertheless, the purpose of a service is to identify exactly this kind of problem. Your engineer's report records no fault, yet the pump failed two days later; the boiler had been far noisier than usual for a fortnight beforehand, which a competent check should have picked up. Had the pump been tested during the service, I would have had the option of replacing it before losing heating and paying £80 for an emergency call-out.
Under consumer rights law, a service must be carried out with reasonable care and skill. I therefore stand by my request and would like the £120 service charge refunded and the £80 reimbursed within 14 days. I would be willing to accept, instead, the pump replaced at no extra cost.
If the matter is not resolved, I will escalate it to the ombudsman. Copies of both invoices are enclosed.
Yours sincerely,
Alex Kuzmin
lightbulbФормальная претензия-ответ: further to → I appreciate that … nevertheless → неучтённый факт (should have, had it been tested …) → основание (reasonable care and skill) → решение со сроком → escalate / ombudsman → enclosed.
Закрепите урок: упражнения со словами, фразами и грамматикой с проверкой и повторением.