商务英语写作Complaints and Claims

ChapterFive

ComplaintsandClaimsWhypeoplecomplain……?DamagedordefectivegoodsLatedeliveryPoorqualityIncorrectbillsDeliverymistakes1.Whatisthecomplaintletter?Acomplaintletter,alsoknownasaclaim,informsabusinessthatanerrorhasbeenmadeorthatadefecthasbeendiscoveredconcerningaproductorservice.Acomplaintletterisalsoservedasalegaldocumentnotifyingtherecipientthatacorrectionoradjustmentisbeingrequested.2.Whatistheaimofacomplaintletter?ExpressdissatisfactionAskforsolution3.Thegeneralplanforcomplaintletter1.Begindirectly.Tellwhatiswrong.2.Givedetaileddescriptionastothedamage,lossorinconvenienceincurred.3.Namespecificactionstocorrecttheproblemsandpolitelymentionstrongtermsifyoufailtogetasatisfactoryreply.4.Endpositively-friendlybutfirm.Exercise:Rearrangethesentencesa.Wearesurethiswasjustcarelessnessincheckingandthatyouwillsendanothershipmentofblousespromptlytoreplacethisfaultyone.b.Therearealsoopenseamsonmanyofthesleeves.c.Thelastshipmentof100dozenblouse,orderedonMarch23,isunsatisfactoryandwecannotacceptit.d.Thecollarsarenoticeablyunevenonsomeoftheblouses.e.Wearesorrytohavetocomplaintaboutyourusuallyveryfinemerchandise.Thefirstparagraphyoushouldsettingthebackgroundforyourcomplaint.Wearesorrytoinformyouthat…Itiswithgreatregretthatwehavetoinformyouthat….Iwanttoinformyouofmydissatisfactionwith….Iamwritingtoyouconcerningaproblemthathasarisenfrom….1).TheOpening2).TheBodyThebodyshouldincludethedetailsaboutthecomplaint.Itshouldstateclearlywhatexactlyyouwantthecompanytodotorectifythesituation.Directions:DetailsThe500computersweorderedarrivedtoday.Onopeningthecontainerswefoundthattherewereshortof30sets.ThegoodsweorderedfromyouonJune6haven’tarrivedyet.Wearedisappointedtofindthattheitemdelivereddon’tmatchthesamples.Directions:RecommendationIshouldbeobligedifyouwouldreplacethegoodsyoudeliveredwiththecorrectones.Itrustyouwillarrangeforanewinvoicetobeissuedinthenearfuture.Ishouldappreciateyourlookingintothismatterandarrangingfordeliverywithinthenextthreedays.Expressconfidencethattherecipientwillgrantyourrequest.Ihopewecansolvethisprobleminamutuallyagreeableway.Thankyouforyourassistanceandcooperationinthismatter.Ilookforwardtohearingfromyou.Ihopetocontinueapositiverelationshipwithyourcompanyandinthefuture.3).TheClosingUsefulsentencepatternsDescribetheproblem1)Wecheckedsomeoftheitemsandfoundtheywereindamagedcondition.2)Itcontainedarticlesdifferentfromwhatwehaveordered.3)Thequalityofthislotofgoodsissofarbelowthestandardthatwecannotusethemforourpurpose.4)Wearedisappointedtofindthattheitemsdelivereddon’tmatchthesamples.5)DeliveryofthegoodsorderedonMarch3isnowconsiderablyoverdue.2.Namespecificactionstoremedytheproblem1)PleasesendusthereplacementnolaterthanJune20.2)Wewouldlikesomeonetocomeandfixitnow.3)Pleaselookintothismatteratonceandletusknowthereasonsforthedelay.4)Wehopethatthegoodswillbesentimmediately.3.Courteousdemandforaction1)Weshallbegladtolearnfromyouthatyouarepreparingtomakesomeallowanceforthedamage.2)Wewouldbemuchpleasedthatthecasebesettledonanamicablebasis.3)Inviewofourfriendlybusinessrelations,wearesurethatthematterwillbesettledappropriately.4)Wearelookingforwardtoasatisfactoryconclusionofthematter.5)Yourquickdispatchwillbemostappreciated.4.StrongdemandforactionIfyoucannotdeliverthegoodswithintendays,we’llreluctantlyturnthismattertoourattorney.2)Unlessyourassignmentreachesusnolaterthan…,wewillcancelourorder.3)Ifyoucannotprovidequalifiedgoodswithin3days,we’llaskforarefundment.4)You’llhavetomakecompensationforallourcosts.5)IherebyinformyouthatIamlodgingaformalcomplaintwithyourcompany.Exercises:translation请立即对此事进行调查,尽早通知我们迟延的原因。Pleaselookintothismatteratonceandletusknowthereasonsforthedelayattheearlydate.2.我希望在三周内收到你们关于此问题的答复和解决方案,否则我将转交消费者委员会作进一步调查。Ilookforwardtoyourreplyandresolutionofthecomplaintandwillallowthreeweeksbeforereferringittotheconsumeragency.

3.对于使用你们产品造成的诸多不便，我希望获得320元的赔偿。Iwouldappreciatebeingrefundedintheamountofthreehundredandtwentyyuanforthediscomfortandtroubleforusingyourproduct.4.此次去信是想说明我于2006年9月10日在King’sStore购买的贵公司的DVD机所出现的问题。IamwritingtoyouconcerningaproblemthathasarisenfromthepurchaseofoneofyourDVDselectionsonSeptember10,2006atKing’sStore.5.对于我的问题我希望能尽快获得答复，这样将来我仍然会选择贵公司的产品及服务。IwouldlikenothingmorethanaquicksolutionformyproblemsothatImaystillbeacustomerofyoursinthefuture.亲爱的先生：订单上的100套咖啡器皿已于昨天收到，但是很遗憾，15套已被严重损坏。货物包装的外观表面完好，所以我们就签字接受了。我们小心翼翼打开包装后发现里面的防震衬垫不够厚。我们估计这是造成损坏的原因。希望你们尽快更换这15套咖啡器皿。另外我们保存了被损毁的咖啡杯,以便你们向供应厂家索赔时提供证据。

我们期待您的尽快回复!此致

Exercises:Dearsir:The100CoffeeSetssuppliedtotheaboveorderweredeliveredyesterday,butweregretthat15setswerebadlydamaged.Thepackagecontainingthecoffeesetsappearedtobeingoodconditionandweacceptedandsignedforthem.Weunpackedtheboxwithgreatcareandfoundtherewerenotenoughshock-proofpads.Weassumethisisthecauseforthedamage.Wehopeyouwillreplacethe15setsassoonasyoucan.Meanwhilewehaveputthedamagedcoffeesetsasideincaseyouneedthemtosupportaclaimtoyoursuppliersforcompensation.Welookforwardtohearingfromyousoon!Yourssincerely,WritingaletterunderthefollowingsituationSituation:Theofficeboughtaphotocopierlastweek.Butitdidn’twork.Ms.Zhangreturnedittothestorebutfailedtogetthemoneyback.SoshewroteacomplaintlettertoMr.Black,managerofthestore.DearMr.Black:Iwanttoinformyouofourdissatisfactionwithyourservice.LastweekourcompanyboughtaphotocopieratyourstoreandwhenIgotitinoffice,itdidnotwork.WhenItriedtoreturnittothestore,IwastoldthatIcouldnotgetmymoneyback,buthadtowritetotheheadquarterofyourcompany.Thesigninyourstoresaysthatmoneyisrefundablewithin7daysforanypurchase,andIreturnedtheproductwithinthattime.Iinsistthatyoureturnthemoneyandtakebackthedamagedphotocopier.IfIdonotgetasatisfactoryresponsesoon,Wewillreluctantlyturnthismattertoourattorney.Pleasecontactmeat2233445.Sincerely,LilyZhangLanguagepointsacceptaclaim接受索赔settleaclaim解决索赔entertai