对外经贸函电课程课件-Unit-12-Complaints-and-Adjustments

1、Unit twelveComplaints and Adjustments抱怨与调停Unit twelveComplaints and AdComplaint may happen under the following circumstances:Wrong delivery of goodsLate deliveryShort deliveryGoods damagedBad qualityPrice overchargedComplaint may happen under theWhen making a complaint, plan your letter as follows:(

2、1) Referring to the receipt of relevant order, delivery, etc.(2) Lodge complaints or claims (3) Refer to the inconvenience caused.(4) Suggest how the matter should be put right. When making a complaint, plan Rules followed in dealing with a complaint:(1) Decide whether the complaint is justified. If

3、 yes, admit it readily, express your regret and promise to put things right.(2) If no, point out politely. To refuse the claim offhand is not a good policy.(3) If a complaint cant be dealt with promptly, first acknowledge it. Tell the other party that you will look into it and send a full reply late

4、r.(4) Complaint should be treated seriously and investigation should be made thoroughly. Rules followed in dealing withNote the difference between the impolite and polite expressions:1. These samples are unacceptable.These samples are not up to your high standard.2. We shall lose orders and hold you

5、 responsible.This may result in some loss of orders.Note the difference between th3. Replace these samples now!We must therefore request that you replace these samples at once.4. If this happens again, we will never do business with you in the future!In the past we have always been satisfied with yo

6、ur products, and we trust such an incident will not occur again.3. Replace these samples now!Letter 1 (Complain about the Wrong Delivery) Letter 1 (Complain about the Situation 感谢及时交货。买方提货后发现，有一箱内物与其他不同，非所订之货，所以推测该箱货属于其他订单项下。由于所订的刀具是一个产品系列，缺失将导致不完整，希望卖方尽快寄送缺失的型号。随信附箱内物清单，货物听候处置。Situation Dear Sirs,T

7、hank you for your prompt execution of our Order No. 21 for cutlery which arrived at Hamburg in due time. We took delivery of the goods on March 10. On examination, we found that everything appears to be correct and in good condition except in case No. 7. Dear Sirs,When we opened this case we found t

8、hat it contained completely different articles which we have not ordered, and we can only presume that a mistake was made and the contents of this case were for another order.As we need the articles to complete our range of cutlery, we must ask you to arrange for the dispatch of the missing items at

9、 once. When we opened this case we foWe attach a list of the contents in case No.7. Please check this with our order and your copy of your invoice. In the meantime, we are holding case No.7 at your disposal. Please fax to tell us what you wish us to do with it.Yours sincerely,We attach a list of the

10、 contencomplaint n. 抱怨to make (lodge, lay, file) a complaint with a department about sth. 应某事向某部门抱怨The customers made complaints about the quality of the computers supplied by you.顾客对你方所供应的计算机的质量提出抱怨。The importer has filed a complaint with our corporation about poor packing of the goods. 进口商为货物的不良包装

11、向我公司提出抱怨。complaint n. 抱怨to make (lodgecomplain v. to complaint to sb. of (about) sth. We have to complain to you about the delay in shipment which has caused us much trouble. 我们不得不向你方抱怨装船的迟误给我方造成很大的麻烦。complain v. at ones disposal供某人使用/支配，听候某人处理He had a considerable amount of cash at his disposal.他手头

12、有可观的现金供他支配。Should we return the defective goods to you for replacement or hold them at your disposal? 我方是退回你方有缺陷的货品，还是留着让你方处理呢？at ones disposal供某人使用/支配，听候Letter 2 (A Reply to the Complain about the Wrong Delivery)Letter 2 (A Reply to the CompSituation表示歉意。卖方调查发现，由于包装件号混淆，确实出错，正确的货物已安排发送，相关单据也将尽快寄出。请

13、保留箱子及箱内物，我方代理将前往领取。对带来的不便表示歉意，并保证日后会小心执行订单。Situation表示歉意。Dear Sirs,We are glad to know that you received the consignment of cutlery in due time, but regret to know that case No. 7 did not contain the goods you ordered. On going into the matter we find that a mistake was indeed made in the packing th

14、rough a confusion of numbers, and we have arranged for the right goods to be dispatched to you at one. Relevant documents will be mailed to you as soon as they are ready.Dear Sirs,Please keep case no. 7 and its contents until called for by our agent in Hamburg who have been informed of the matter.We

15、 were sorry for the trouble caused by the error and wish to assure you that care will be taken in the execution of your further orders.Sincerely yours,Please keep case no. 7 and its1. go into1) examine sth. thoroughlyHe is going into the question of long-term cover.他正在深入调查长期保险问题。2) to explain or des

16、cribe sth. in detailI dont want to go into the matter now.我不想详细解释这件事。3) time, money, effort to be spent to get sth. doneYears of research have gone into this book.写这本书化了许多年作研究。1. go into1) examine sth. th2. call for(1) need a particular action, demand必要，需要That kind of attitude just isnt called for.(

17、2) ask strongly and publicly for 要求，呼吁The farmers are calling for larger government subsidies.(3) (BrE) to meet someone at their home to take them somewhere接某人Ill call for you at 8 olock.2. call for(1) need a particUseful phrases:go into the matter 调查此事call for需要（领取）Useful phrases:go into the mLette

18、r 3 (Complain about the Quality of Goods Received) Letter 3 (Complain about the Situation抱怨收到的1000只660型电吹风的质量远低于客户期望的标准。做工粗糙，劣质、噪音大，远不如你方销售代表展示的样品。该型号已列入产品目录，且收到大量询价，低劣的质量将让我们处境尴尬。建议：降价25%，或以665型代替660型，价格不变。Situation抱怨收到的1000只660型电吹风的质量远Dear Sirs,Shipment of Model TF660 Electric Hairdryer Under Orde

19、r No. 087The above shipment of 1,000 Hairdryers arrived on June 15, and was checked on delivery.Dear Sirs,Much to our regret, we have to complain about the quality of these machines which seems to fall far below the standard our customers expected. They were poorly finished, shoddy and noisy. They a

20、re certainly not as good as the sample models that we were shown when your representatives visited our company in early May.Shoddy: (of goods, work, etc.) made or done badly and without enough care 粗制滥造，劣质的Much to our regret, we have toThis matter is causing us great inconvenience, since we have now

21、 included Model 660 in our new catalogue and are receiving a large number of enquiries for it. The inferior quality of the goods will put us in an embarrassed condition since we may be faced with complaints from our customers.This matter is causing us greaUnder such circumstance, we would like you t

22、o reduce the price by 25%, or alternatively, we should be prepared to accept Model 665 as a replacement for Model 660 at the same price.Sincerely yours, Under such circumstance, we woLetter 4(A Reply to Complain about the Quality of Goods)Letter 4(A Reply to Complain Situation感谢买方提请我们注意此事。与销售代表沟通后获悉

23、，买方订购前仔细察看过660型电吹风样品，了解其质量，由于所供的是现货，与样品一模一样。无法减价25%，因为不够弥补成本。但本着客户至上的原则，决定减价10%。如复订，则以665型代替660型，价格不变。Situation感谢买方提请我们注意此事。Dear Sirs,We have received your letter of June 20 regarding the quality of our Model 660 Hairdryers, and thank you for your bringing this matter to our attention.Dear Sirs,We d

24、iscussed the matter with our sales representatives, Mr. Li and Mr. Chen who visited your company in early May and showed you a range of samples of our hairdryers. They said that you checked the Model 660 very thoroughly before deciding to purchase and were aware of the standard of its workmanship. W

25、e supplied this consignment of hairdryers from stock and they are exactly the same in quality as the sample our sales representative have shown you. We regret to inform you we cannot allow you a discount of 25% on the price charged since it is not enough to cover our production cost. We discussed th

26、e matter with oHowever, we always feel strongly that our customers satisfaction is our top priority. Therefore, in order make up for some of the inconvenience you have suffered, we would like to make a 10% price reduction. For further orders, we will supply Model 665 as a replacement of Model 660 at

27、 the same price contracted.We wish that this arrangement is acceptable to you.Sincerely yours,However, we always feel strongOur customers satisfaction is our top priority. 让客户满意是我们的宗旨。客户至上。Our customers satisfaction isLetter 5 (Complain about the Short Delivery) Letter 5 (Complain about the Situatio

28、n感谢及时发货，货到利物浦后以及时收到。但不幸的是货物少了20箱。请卖方检查货物在起运港装船的数量。由于库存量少，急需货物，收信后请空运20箱货，否则将以短交为由索赔5万美元。Situation感谢及时发货，货到利物浦后以及时收到。Dear Sirs,Thank you every much for sending the goods on time. We duly received the good under order No. 120 on arrival of s.s. “Isabella” at Liverpool.Unfortunately, we found that ther

29、e were only 80 cases, that is to say, 20 cases are lost. Please check whether the right quantity of goods (100 cases) have been loaded on ship at the port of shipment.Dear Sirs,We are in urgent need of the products as we have few stocks at present. You are kindly requested to ship 20 cases by air so

30、on upon receipt of this email. Otherwise, we have to raise a claim of $50,000 for the short delivery.We hope the matter will have your special attention.Sincerely yours,We are in urgent need of the pshort delivered 短交short shipped短装short invoiced短开short paid短付short calculated少算short weight短重short de

31、livered 短交Letter 6 (A Reply for Complain about the Short Delivery)Letter 6 (A Reply for ComplaiSituation为短交20箱货致歉。检查后发现，这20箱货在安特卫普错误卸货，现已安排转运至正确港口，3-4个工作日后能到。再次深致歉意。Situation为短交20箱货致歉。Dear Sirs,We have received your email of 5th of this month, and regret to know about the short delivery of 20 cases

32、of the shipment against the order No.120. We are quite sorry for the missing cases.Dear Sirs,After careful check, we found that there were 20 cases unloaded in error at Antwerp. However, we have already arranged for the transshipment of the goods to the correct port. The related officials confirmed

33、that the missing cases will reach your port in 3 to 4 working days.We deeply apologize for the inconvenience that was caused to you.Sincerely yours,After careful check, we found Letter 7 (Claim on the Goods damaged Due to improper Packing) Letter 7 (Claim on the Goods Situation由“黄河”轮运来的缝纫机已到，检查发现许多严

34、重受损。考虑到是与船公司野蛮装卸有关，向其索赔，但调查员发现是由包装不当所致。详情见调查报告。故不得不要求你方赔偿损失$ 27,500 。相信你方会接受，将此款项从发票中扣除。Situation由“黄河”轮运来的缝纫机已到，检查发现许多Dear Sirs,The consignment of sewing machine you shipped by s.s. “Yellow River” on May 15 arrived here yesterday. On examination, we have found that many of the sewing machines are se

35、verely damaged.Dear Sirs,Considering this damage was due to the rough handling by the steamship company, we claimed on them for recovery of the loss, but an investigation made by the surveyor has revealed that the damage is attributable to improper packing. For further particulars, we refer you to t

36、he surveyors report enclosed.Considering this damage was duWe are, therefore, compelled to claim on you to compensate us for the loss of $ 27,500 which we have sustained by the damage to the goods.We trust that you will be kind enough to accept this claim and deduct the sum claimed from the amount o

37、f your next invoice to us.Yours sincerely,We are, therefore, compelled tclaim 索赔(1) v. Buyers have claimed on/upon us for short shipment/inferior quality.We cannot but claim on you for the recovery of the loss.We reserve the right to claim compensation from you for any damage.claim 索赔(1) v. (2) n. t

38、o submit/file/raise/make/lodge/enter/put in/register a claim against sb./ with insurance company on shipment/goods for reason for a certain amount. We have to lodge a claim against you on this shipment for $2,100 for short weight.我们不得不因该批货物短重向你方索赔2100美元。(2) n. Sentence patterns:to submit/file/raise/

39、make/lodge/enter/put in/register a claim against sb/ with insurance company on shipment/goods for reason for a certain amount. Sentence patterns:to submit/to accept (entertain) a claim 接受索赔We are sorry to learn of your complaints about the quality of the goods and are prepared to accept your claim.我

40、们遗憾的得知你方关于货物质量的意见，并准备接受你方的索赔要求。to accept (entertain) a claim Letter 8 (A Reply to the Claim on the Goods damaged) Letter 8 (A Reply to the ClaSituation来信收悉，并立即给予关注，仔细研究了调查报告。卖方确信损坏是由运输途中的非正常因素引起，卖方对此不负责任。但考虑到由买方单方面承担损失不公平，提议损失双方分担。Situation来信收悉，并立即给予关注，仔细研究了调查报Dear Sirs,We have received your letter of July 15, informing us that the sewing machine we shipped to you arrived in a damaged condition on acco