A letter of complaint, or complaint letter, is normally written to deal with a problem situation when the product damaged and wrong. Even though you may feel angry because of several problems mentioned above, but in business correspondence you should not show by writing bad words in your complaint letter. Your letter should be polite, explain the problem clearly for example by mentioning why you are dissatisfied and hope your supplier will give you a replacement.
The content of complaint letter :
The following are some rules for making complaint letter :
a.Begin your letter by regretting why you complain.
b.Write the date of order, or the date of payment and delivery, etc.
c.State your reasons for being dissatisfied.
d.Ask for explanation from the representative from that company.
e.Suggest the solution.
f.Avoid reideness as if will create ill feeling and cause the supplier unwilling to help.
Useful expression of complaint letter :
Opening phrases :
We would like to complaint about the goods we received two days ago our order no…….invoice no……some of the goods have been damaged in transport.
We are sorry to report that the goods arrived in a bad condition.
We are sorry to have to tell you that one of the cases of your consignment was badly damaged when delivered on…….
We are writing to inform you that several boxes dispatched under your advice or………..was badly damaged when delivered.
We would like to let you know that the goods were broken/so that a large part of the contents has been unfit for sale/ many sacks were torn and part of the contents was missing.
Main section :
Would you please look into this as soon as possible.
It is very important that this fault (mistake, error) is corrected immediately.
We must ask you to replace the damage goods/ the wrong goods / the wrong deliveries.
We must insist you on an immediate replacement for the wrong goods, and we must ask you to follow our instruction more carefully in the future.
Please let us know when the replacement can be delivered.
Please dispatch the correct deliveries immediately and make sure that they will reach us within the next few days.
Closing phrases :
We look forward to receiving your answer.
We look forward to hearing that the replacement for the wrong/damage goods will be sent straight away.
We look forward to your confirmation of our complaint.
We are looking forward to receiving the replacement in good condition
The example of complaint letter (Concerning Damaged goods):
Rill & le Co. Ltd.
Jln. Penvil No. 23
Jakarta Pusat
CH/SM
15th July 2010
Kutsu Shoes
Jln. Sukaraja Kaum No. 110
Bogor
Dear Sirs,
Complain Order No. 345
We ordered 150 hard drives on 01 June and they were delivered yesterday. I regret that 17 of them were badly scratched.
The package containing these goods appeared to be in perfect condition and I accepted and signed for it without question. It was on unpacking the hard drives when the damage was discovered; I can only assume that this was due to careless handling at some stage prior to packing. I am enclosing a list of the damaged goods and shall be glad if you will replace them. They have been kept aside in case you need them to support a claim on your suppliers for compensation.
We are looking forward to receiving the replacement in good condition.
The Test of English as a Foreign Language, or TOEFL (pronounced /ˈtoʊfəl/TOH-fəl), evaluates the ability of an individual to use and understand English in an academic setting. It sometimes is an admission requirement for non-native English speakers at many English-speaking colleges and universities. Additionally, institutions such as government agencies, licensing bodies, businesses, or scholarship programs may require this test. A TOEFL score is valid for two years and then will no longer be officially reported since a candidate's language proficiency could have significantly changed since the date of the test. Colleges and universities usually consider only the most recent TOEFL score.
Policies governing the TOEFL program are formulated with advice from a 16-member board. Board members are affiliated with undergraduate and graduate schools, 2-year institutions and public or private agencies with an interest in international education. Other members are specialists in the field of English as a foreign or second language.
The TOEFL Committee of Examiners is composed of 12 specialists in linguistics, language testing, teaching or research. Its main responsibility is to advise on TOEFL test content. The committee helps ensure the test is a valid measure of English language proficiency reflecting current trends and methodologies.
Formats and contents
Internet-based Test
Since its introduction in late 2005, the Internet-based Test (iBT) has progressively replaced both the computer-based tests (CBT) and paper-based tests (PBT), although paper-based testing is still used in select areas. The iBT has been introduced in phases, with the United States, Canada, France, Germany, and Italy in 2005 and the rest of the world in 2006, with test centers added regularly. The CBT was discontinued in September 2006 and these scores are no longer valid.
Although initially, the demand for test seats was higher than availability, and candidates had to wait for months, it is now possible to take the test within one to four weeks in most countries. The four-hour test consists of four sections, each measuring one of the basic language skills (while some tasks require integrating multiple skills) and all tasks focus on language used in an academic, higher-education environment. Note-taking is allowed during the iBT. The test cannot be taken more than once a week.
Reading
The Reading section consists of 3–5 passages, each approximately 700 words in length and questions about the passages. The passages are on academic topics; they are the kind of material that might be found in an undergraduate university textbook. Passages require understanding of rhetorical functions such as cause-effect, compare-contrast and argumentation. Students answer questions about main ideas, details, inferences, essential information, sentence insertion, vocabulary, rhetorical purpose and overall ideas. New types of questions in the iBT require filling out tables or completing summaries. Prior knowledge of the subject under discussion is not necessary to come to the correct answer.
Listening
The Listening section consists of six passages 3–5 minutes in length and questions about the passages. These passages include two student conversations and four academic lectures or discussions. A conversation involves two speakers, a student and either a professor or a campus service provider. A lecture is a self-contained portion of an academic lecture, which may involve student participation and does not assume specialized background knowledge in the subject area. Each conversation and lecture stimulus is heard only once. Test-takers may take notes while they listen and they may refer to their notes when they answer the questions. Each conversation is associated with five questions and each lecture with six. The questions are meant to measure the ability to understand main ideas, important details, implications, relationships between ideas, organization of information, speaker purpose and speaker attitude.
Speaking
The Speaking section consists of six tasks: two independent tasks and four integrated tasks. In the two independent tasks, test-takers answer opinion questions on familiar topics. They are evaluated on their ability to speak spontaneously and convey their ideas clearly and coherently. In two of the integrated tasks, test-takers read a short passage, listen to an academic course lecture or a conversation about campus life and answer a question by combining appropriate information from the text and the talk. In the two remaining integrated tasks, test-takers listen to an academic course lecture or a conversation about campus life and then respond to a question about what they heard. In the integrated tasks, test-takers are evaluated on their ability to appropriately synthesize and effectively convey information from the reading and listening material. Test-takers may take notes as they read and listen and may use their notes to help prepare their responses. Test-takers are given a short preparation time before they have to begin speaking.
Writing
The Writing section measures a test taker's ability to write in an academic setting and consists of two tasks: one integrated task and one independent task. In the integrated task, test-takers read a passage on an academic topic and then listen to a speaker discuss the same topic. The test-taker will then write a summary about the important points in the listening passage and explain how these relate to the key points of the reading passage. In the independent task, test-takers must write an essay that states, explains, and supports their opinion on an issue, supporting their opinions or choices, rather than simply listing personal preferences or choices.
Task
Description
Approx. time
READING
3–5 passages, each containing 12–14 questions
60–100 minutes
LISTENING
6–9 passages, each containing 5–6 questions
60–90 minutes
BREAK
-
10 minutes
SPEAKING
6 tasks and 6 questions
20 minutes
WRITING
2 tasks and 2 questions
55 minutes
One of the sections of the test will include extra, uncounted material. Educational Testing Service includes extra material in order to pilot test questions for future test forms. When test-takers are given a longer section, they should give equal effort to all of the questions because they do not know which question will count and which will be considered extra. For example, if there are four reading passages instead of three, then three of those passages will count and one of the passages will not be counted. Any of the four passages could be the uncounted one.
Paper-based Test
In areas where the internet-based test is not available, a paper-based test (PBT) is given. Test takers must register in advance either online or by using the registration form provided in the Supplemental Paper TOEFL Bulletin. They should register in advance of the given deadlines to ensure a place because the test centers have limited seating and may fill up early. Tests are administered on fixed dates 6 times each year.
The test is 3 hours long and all test sections can be taken on the same day. Students can take the test as many times as they wish. However, colleges and universities usually consider only the most recent score.
Listening (30 – 40 minutes)
The Listening section consists of 3 parts. The first one contains 30 questions about short conversations. The second part has 8 questions about longer conversations. The last part asks 12 questions about lectures or talks.
Structure and Written Expression (25 minutes)
The Structure and Written Expression section has 15 exercises of completing sentences correctly and 25 exercises of identifying errors.
Reading Comprehension (55 minutes)
The Reading Comprehension section has 50 questions about reading passages.
Writing (30 minutes)
The Writing section is one essay with 250–300 words in average.
Test scores
Internet-based Test
The iBT version of the TOEFL test is scored on a scale of 0 to 120 points.
Each of the four sections (Reading, Listening, Speaking, and Writing) receives a scaled score from 0 to 30. The scaled scores from the four sections are added together to determine the total score.
Each speaking question is initially given a score of 0 to 4, and each writing question is initially given a score of 0 to 5. These scores are converted to scaled scores of 0 to 30.
Paper-based Test
The final PBT score ranges between 310 and 677 and is based on three subscores: Listening (31–68), Structure (31–68), and Reading (31–67). Unlike the CBT, the score of the Writing section (referred to as the Test of Written English, TWE) is not part of the final score; instead, it is reported separately on a scale of 0–6.
The score test takers receive on the Listening, Structure and Reading parts of the TOEFL test is not the percentage of correct answers. The score is converted to take into account the fact that some tests are more difficult than others. The converted scores correct these differences. Therefore, the converted score is a more accurate reflection of the ability than the correct answer score is.
Accepted TOEFL Scores
Most colleges use TOEFL scores as only one factor in their admission process. Each college or program within a college often has a minimum TOEFL score required. The minimum TOEFL iBT scores range from 61 (Bowling Green State University) to 109 (MIT, Columbia, Harvard).[4] A sampling of required TOEFL admissions scores shows that a total TOEFL iBT score of 74.2 for undergraduate admissions and 82.6 for graduate admissions may be required. It is recommended that students check with their prospective institutions directly to understand TOEFL admissions requirements.
ETS (Educational Testing Service) also offers the TOEFL Junior, a general assessment of middle school-level English language proficiency, and a distinct product within the TOEFL family. The TOEFL Junior is available only to students of ages 11-14 and is not considered a predictor of a student's regular TOEFL score.
Registration
The first step in the registration process is to obtain a copy of the TOEFL Information Bulletin. This bulletin can be obtained by downloading it or ordering it from the TOEFL website.
From the bulletin, it is possible to determine when and where the iBT version of the TOEFL test will be given.
Procedures for completing the registration form and submitting it are listed in the TOEFL Information Bulletin. These procedures must be followed exactly.
