Part A
51. Directions:
You bought a mobile phone from a department store, but found it broken three days later. When you returned it to the store the assistant refused to replace or repair it. Write a letter to the customer service manager,
1) telling about the bad service you received
2) asking for a replacement of your mobile phone
Write your letter in no less than 100 words. Write it neatly on ANSWER SHEET 2.
Do not sign your own name at the end of the letter; use “Li Ming” instead.
Do not write the address. (10 points)
一、审题与谋篇
本题要求考生写一篇申诉信。写申诉信不仅仅是对服务、商品等表示不满，更是为了寻求解决问题的方法。因此写作时应该把问题说清楚，语气坚决，目的明确，但是同时要避免讽刺或愤怒的语气，应使用礼貌用语。如果要求赔偿或补偿，应把有关商品的信息如购买日期、时间、号码、尺寸和颜色等都说清楚。也可给出要求解决问题的最后期限。一般内容包括：1）反映问题；2）提出解决方案；3）提出尽快解决问题的希望并对此表示感谢。
题目中反映的问题有两个：一是手机坏了（broken mobile phone），二是员工拒绝服务（refused to replace the mobile phone）。提出的解决方案是换手机（ask for a replacement）。在写此信过程中，考生需要注意措辞，避免言语过激，礼貌地反映事实，最后提出赔偿要求。
二、参考范文
Dear Sir or Madam,
On October 10 this year, I purchased a red mobile phone, Mora 1080, in one of your chain shops named East Division.
I regret to tell you that only three days after the purchase, I found the phone couldn’t work normally. It shut itself down automatically several times a day. I returned it to the store to exchange for a new one, as I had a 3 year extended warranty for it. However, the assistant from whom I had bought this machine refused to replace it and even told me to repair it myself.
Would you please let me know when your store would replace it for me or how you would like to deal with this? I appreciate you if you can telephone me at 32165426.
Yours sincerely,
Li Ming
继续学习更多：第二页：PartB
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