Chap 15 Complaints and Adjustments

1、2022-5-6江财国际经贸学院 杜江萍（副教授）12022-5-6江财国际经贸学院 杜江萍（副教授）2ContentsContentsvIntroductionvSample LettersvUseful ExpressionsvHomework Assignment2022-5-6江财国际经贸学院 杜江萍（副教授）3IntroductionIntroductionvTwo kinds of complaints vMaking a complaintvDealing with a complaint2022-5-6江财国际经贸学院 杜江萍（副教授）4Two kinds of complai

2、ntsTwo kinds of complaintsv1.The genuine complaint, which arises from one of the following situations:The wrong goods may have been sent.The quality may not be satisfactory.The goods may have delivered damaged or late.The prices charged may be excessive, or not as agreed.v2.There is the complaint ma

3、de by buyers who find fault with the goods as an excuse to escape from their contracts, either because they have found that they can get them cheaper elsewhere2022-5-6江财国际经贸学院 杜江萍（副教授）5Making a complaintMaking a complaintvBegin by regretting the need to complain.vMention the date of the order, the d

4、ate of delivery and the goods complained about.vState your reasons for being dissatisfied and for an explanation.vRefer to the inconvenience caused.vSuggest how the matter should be put right.2022-5-6江财国际经贸学院 杜江萍（副教授）6Dealing with a complaintDealing with a complaintv The first thing that has to be d

5、ecided is whether the complaint is justified. If so, then you have to admit it readily; express your regret and promise to put matters right.v If the complaint is not justified, point this out politely and in an agreeable manner. It would be a wrong policy to refuse the claim offhand.v If you cannot

6、 deal with a complaint promptly, acknowledge it at once. Explain that you are looking into it and that you will send a full reply later.v All complaints should be treated as serious matters and thoroughly investigated.v There is no need for the sellers to go into a long story of how the mistake was

7、made and a short explanation may be useful.2022-5-6江财国际经贸学院 杜江萍（副教授）7Sample LettersSample LettersvLetter-15(1)vLetter-15(2)vLetter-15(3)vLetter-15(4)vLetter-15(5)2022-5-6江财国际经贸学院 杜江萍（副教授）8Letter-15(1)Letter-15(1)Our Order No. 4312We duly received the documents and took delivery of the goods on arriv

8、al of the s. s. “Isabella” at Hamburg.We are much obliged to you for the prompt execution of this order. Everything appears to be correct and in good condition except in case No. 71.Unfortunately, when we opened this case we found it contained completely different articles, and we can only presume t

9、hat a mistake was made and the contents of this case were for another order.2022-5-6江财国际经贸学院 杜江萍（副教授）9Letter-15(1)Letter-15(1)As we need the articles we ordered to complete deliveries to our new customers, we must ask you to arrange for the dispatch of replacements at once. We attach a list of the c

10、ontents of case No.71, and shall be glad if you will check this with our order and the copy of your invoice.In the meantime we are holding the above-mentioned case at your disposal; please let us know what you wish us to do with it.2022-5-6江财国际经贸学院 杜江萍（副教授）10At ones disposalAt ones disposalvSyn. At

11、the disposal of sb.由某人处理由某人处理vExample我们是将受损的货物退给你方，还是保留货物听候处理？Shall we return the damaged goods to you or hold them at your disposal?2022-5-6江财国际经贸学院 杜江萍（副教授）11Letter-15 (2)Letter-15 (2)Your Order No 4312 per s. s. “Isabella”Thank you for your letter of February 10 informing us that the consignment

12、was delivered promptly, we appreciate your straightforwardness in pointing out that case No. 71 did not contain the goods you ordered.On going into the matter we find that a mistake was indeed in the packing through a confusion of numbers, and we have arranged for the right goods to be dispatched to

13、 you at once. Relative documents will be mailed as soon as they are ready. 2022-5-6江财国际经贸学院 杜江萍（副教授）12go intogo intovDef: 研究，商谈研究，商谈在接到你方详细规格后，我方再进一步研究你方定单。We shall go further into your order after receipt of your detailed specifications.vGo through 检查检查我们查阅过档案，知道有关的信用证已寄送给你方。We have gone through ov

14、er our files and find that the relevant L/C has been sent to you.2022-5-6江财国际经贸学院 杜江萍（副教授）13Letter-15 (2)Letter-15 (2)We have already cabled to inform you of this, and enclose a copy of the telegram.Please keep case No. 71 and its contents until called for by our Commercial Counsellors Office, whom

15、we have informed of matter accordingly.We were sorry for the trouble caused you by the error and wish to assure you that care will be taken in the execution of your further orders.2022-5-6江财国际经贸学院 杜江萍（副教授）14Call forCall forvDef: demand 要求，需要要求，需要vExampleContract No. 101 calls for delivery of 15 tons

16、 of chemical fertilizer in July, 1985.第101号合同要求1985年7月运交化肥15吨。2022-5-6江财国际经贸学院 杜江萍（副教授）15Letter-15 (3)Letter-15 (3)Dear Sirs We are sorry to hear that you have hard trouble with your “716 machine”. We have asked out service department to have a thorough investigation of the matter, and they report t

17、hat the difficulty in starting was due to your using a heavy motor oil in the tank instead of the light grade that we specifically recommend in the Handbook (p. 2).The reasons for the final stoppage was a seized bearing caused by the fact that it had not been greased. Though our guarantee covers fau

18、lty material and workmanship, it does not, as you will realize, cover damage done by improper use or neglect of upkeep. The bearings on all our machines are thoroughly greased before they leave our workshop, but you are advised in the Handbook (p. 16) that greasing is necessary at regular intervals.

19、(to be continued)2022-5-6江财国际经贸学院 杜江萍（副教授）16Letter-15(3)Letter-15(3)In these circumstances we think you will agree that we cannot be expected to grant a free replacement of these damaged parts. we are willing however to compromise by replacing them at the bare cost of new materials alone. The charge

20、 for that will be 145. New bearings will be put in and the machine thoroughly cleaned and oiled.If you will drop us a line authorizing us to do this, we will send our technicians from Hong Kong to proceed with the work at once, and you will have the machine in first rate working condition.We hope yo

21、u will feel that this concession on our part is a satisfactory solution of the difficulty. Yours truly2022-5-6江财国际经贸学院 杜江萍（副教授）17investigationinvestigationvDef. 调查（调查（U）vExample调查中，我们发现有些钻探机装配得有些毛病。On investigation we find that a number of drilling machines were faultily assembled.2022-5-6江财国际经贸学院 杜

22、江萍（副教授）18seized bearingseized bearingvDef.磨损的轴承。2022-5-6江财国际经贸学院 杜江萍（副教授）19upkeepupkeepvDef: maintenance保养，维修保养，维修 2022-5-6江财国际经贸学院 杜江萍（副教授）20at regular intervalsat regular intervalsvAt intervals不时，相隔一定的距离不时，相隔一定的距离vAt long intervals间或间或vAt regular intervals每隔一定时间；每隔每隔一定时间；每隔一定距离。一定距离。vAt short inte

23、rvals常常常常2022-5-6江财国际经贸学院 杜江萍（副教授）21Letter-15(4)Letter-15(4)Dear SirFrom your letter of May 16, we learn with regret that you think the price we quoted to you recently for the “Watson” Desk Fan is too high.May we explain that the apparently considerable increase is due to two reasons; our price in M

24、arch was based on old level, of which we gave you the full benefit; the correct price at that time should have been 8.45. At the same time when your last order was executed, we had to face the sudden rise in fright rate which, as you know, took place in April.2022-5-6江财国际经贸学院 杜江萍（副教授）22Letter-15(4)L

25、etter-15(4)The price of 9 per set CIF Basrah has been most carefully calculated, and we regret we are quite unable to allow ever the smallest reduction. As a matter of fact, we shall have to increase it by another 0.30 very shortly.We admit that these frequent changes of price are most unfortunate b

26、ut, as the market is at present, they cannot be avoided. Without trying to influence you, we think you would be well advised to place your orders at prevailing price.2022-5-6江财国际经贸学院 杜江萍（副教授）23Letter-15(5)Letter-15(5)Dear SirsWe wish to refer to our letter dated 20th May and your letters of 12th, 17th and 19th April, in which you made a claim on our last shipment of spare parts.After further consultationwith the manufacturers of the goods, we regret to say that we are unable to come to any positive result