商务英语写作范文:处理质量不满的投诉

Dear Mary,

　　Thank you for your letter of 9th October enclosing the defective“Apollo”fountain pen,received today.We very much regret that the pen you bought has given your trouble.

　　Normally each of our pens is individually examined before being passed into store and it is hard to understand why this one escaped examination.We have passed your pen to our quality control department for inspection and a report.Meanwhile,we are arranging to replace your pen with a new one.

　　We extend our apologies for the inconvenience this matter has caused you,but are confident that the replacement pen you will be receiving will prove satisfactory and give you the service you are entitled to expect from our products.?　　

　　Yours,