外贸英语函电第十五章

Points for attention Specimen letter Letter-writing guide ExercisesUnit FifteenComplaints and Adjustments买主通常提出的抱怨有两种：1 由以下情况之一引起的真实抱怨a）货物发错b）品质令人不满c）货物迟交或交的货到埠时已损坏d）价格太高或与商定的不符2 作为逃避合同义务的一种借口，也有一些买主对货物吹毛求疵提出抱怨，这可能是因为他不再需求这批货物，或发现可从别处以较便宜的价格购得。Points for attention买主：如果买主必须提出抱怨，则应对事情调查清楚，并把具体细节告知被抱怨的一方。在提出抱怨时，按如下步骤撰写信函：a） 信的开头宜对提出抱怨表示遗憾b）说明订单日期、交货日期、以及所抱怨的货物c）说明你不满的原因 ，并要求予以解释d）说明由此造成的不便e）提出如何纠正的建议卖主：对抱怨的复函应有礼貌，即使买主的抱怨没有根据也罢。卖主拥有足够可靠的理由之后，才可说出拒绝买主索赔。卖主在处理抱怨时应注意以下原则：a） 首先要确定对方提出的抱怨是否有理由；如有理由，应立即承认、表示遗憾，并且答允纠正b） 若抱怨没有理由，那么应有礼貌的用和善的态度提出。不假思索的拒绝索赔是策略错误c） 若未能立即对抱怨作出处理，则应立即回复来信收到，并向对方说明，此事正在调查之中，以后再给予详细答复。d） 所有的抱怨都应严肃对待，并进行彻底调查。卖主无需冗长详述造成错误的原因，只做简短的说明会更有利。 P257 Letter-1（买方来信，说明货物发错） P258 Letter-2（卖方回信，道歉并解决问题 ）Specimen letter P259 Letter-3（卖方认为过错在于买方自身，并提出解决问题的折中办法） P260 Letter-4（卖方回复买方关于价格太高的信） P261 Letter-5 Specimen letter-1&2 are good examples. The first and second paragraphs of letter-1 imply a buffer by praising the seller or exporter for having executed the order promptly. The third paragraph simply gives the fact. The last two paragraphs submit suggestions for a fair settlement of the trouble. A tactful adjustment letter will often ease the anxiety of the claimant who feels annoyed at the inconvenience caused by the mishap, thus making settlement easy to reach. For instance, the first paragraph of Letter-2 expresses appreciation to the customer for pointing out that wrong goods have been delivered. The second paragraph gives the reason for the mistakes and informs the customer that actions for settlement have been taken. The fourth paragraph is a suggestion. The last paragraph, besides expressing regret, stresses assurance that care will be taken in the excution of the customers future orders. The above are usual ways of paragraphing to make the letter clear and readable.Letter-writing Guide P265 QII 1 关于 7月 8日所定拖拉机迟交一事，很遗憾，我们不得不抱怨。虽然，你们保证在 9月中交货，但直到本周我们才收到订货，你方知道我们是在你方保证的基础上才向你方订购的。 We regret to have to complain about the late delivery of the tractors ordered on 8th July. We did not receive them until this week though you guaranteed September delivery. As you know, it was on the basis of this guarantee that we placed the order with you.Exercises 2 由于你方提出的异议与我们试验的结果不一致，因此要求你方做另一次检查，以便证明是否有理由提出索赔。 As your complaint does not agree with the result of our own test, you are requested to conduct another examination to show if there is any ground for claim. 3 继续延误解决这一索赔案件定当严重影响你方信誉，因此，你方必须立即改正错误。 Any further delay in settling this claim will certainly reflect seriously on your credit, therefore, you must adjust these errors immediately. 4 由于厂方有许多积累的订货需要赶制，我们目前歉难增加供应。 We regret being unable to increase our supply for the moment as our manufacturers have many back orders to catch up with. Dear Sirs We learn from your letter of September 20 that one case of our shipment under your Order No.43 arrived in a badly damaged condition. As the goods were packed in new strong wooden cases suitable for long distance ocean transportation, we can only conclude that the case has been stored and handled carelessly. On receipt of your letter under reply we immediately appointed a surveyor at your end to inspect the damaged case with one of your staff members on the spot where the case was lying. On october 3 came the surveyors report stating that to all appearance the case in question had been either left out in heavy shower of rain, or else dropped into some water, and your staff member being impartial and firiendly, on seeing the condition, admitted that it was the case. We then instructed our forwarding department to further investigate the matter. The carrier has been communicated with, and informs us that the whole shipment arrived in good condition. They can be certain that the damage occurred during the time the goods were in your hands. In such circumstances, we regret having to say that we are not liable for the damage. As we know, that case contains some important spare parts of our knitting machines, without which the machines will not work, we shal