2015年第12单元投诉调整

Unittwelve

ComplaintsandAdjustments

抱怨与调停Complaint:Astatementthatasituationisunsatisfactoryorunacceptableorthatsomeonehasdonesomethingwrong.Claim:anapplicationforcompensationunderthetermsofacontractoraninsurancepolicy.Whatisacomplaint?Whatisaclaim?Thereare2kindsofcomplaintsfrequentlymadebybuyers:1.Thegenuinecomplaint,whicharisesfromoneofthefollowingsituations:ThewronggoodsmayhavebeensentThequalitymaynotbesatisfactoryThegoodsmayhavebeendeliveredshortordamagedorlateThepriceschargedmaybeexcessive,ornotasagreed2.Thecomplaintusedasexcuses:

Thereisthecomplaintmadebythebuyerwhofindfaultwiththegoodsasanexcusetoescapefromtheircontracts,eitherbecausetheynolongerwantthegoodsorbecausetheyhavefoundthattheycangetthemcheaperelsewhere.RulesforDealingWithAComplaintIfso,thenyouhavetoadmititreadily;expressyourregretandpromisetoputmattersright.Ifthecomplaintisnotjustified,pointthisoutpolitelyandinanagreeablemanner.1、Thefirstthingthathastobedecidediswhetherthecomplaintisjustified.Itwouldbeawrongpolicytorefusethecomplaintoffhand.3、Allcomplaintsshouldbetreatedasseriousmattersandthoroughlyinvestigated.2、Ifyoucannotdealwithacomplaintpromptly,acknowledgeitatonce.Explainthatyouarelookingintoitandthatyouwillsendafullreplylater.Howtowritealetterofcomplaint

1.Themostimportantruleistoavoidrudenessorsarcasm.2.Complaintimely.3.Statethefactclearlyandkeepthelettershort.Whenmakingacomplaint,planyourletterasfollows:

(1)Referringtothereceiptofrelevantorder,delivery,etc.

(2)Lodgecomplaintsorclaims

(3)Refertotheinconveniencecaused.

(4)Suggesthowthemattershouldbeputright.

Inacomplaintorclaimletter,thefollowingthreeelementsareusuallyinvolved:Topresentfactsindetailtoexplainwhatiswrongwiththetransaction.Exactdates,nameandquantityofthecommodity,contractnumberorotherspecificinformationareusuallynotifiedfortheseller’srecheck.Tostatetheinconvenienceorlossthathasresultedfromthiserrortostrengthenyourargumentforcompensation.Tostatehowyouwantthereadertoactandstimulatepromptinvestigationandaction.Howtowriteareplytocomplaint1.Thereplytocomplaintshouldbewrittenpolitely,tactfullyandtimely.2.Afterreceivingthecomplaint,youshouldinvestigatethecase.3.Thankyourcustomerforbringingthemattertoyourattentionwhetherthecomplaintisjustifiedornot.StagingofthereplytocomplaintBegintheletterbymakingasummaryofthecomplaint.Statetheactionorinvestigationyouhavemade.Finally,yourdecisionandremedy.Whenreplyingacomplaint,planyourletterasfollows:Thecommonexpressionsofclaimlodgefileraiseregisteraclaimagainst/with+sb.for+certainreasonon+shipmentfor+amountLetter1

(ComplainabouttheWrongDelivery)

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。DearSirs,ThankyouforyourpromptexecutionofourOrderNo.21forcutlerywhicharrivedatHamburginduetime.WetookdeliveryofthegoodsonMarch10.Onexamination,wefoundthateverythingappearstobecorrectandingoodconditionexceptincaseNo.7.Whenweopenedthiscasewefoundthatitcontainedcompletelydifferentarticleswhichwehavenotordered,andwecanonlypresumethatamistakewasmadeandthecontentsofthiscasewereforanotherorder.Asweneedthearticlestocompleteourrangeofcutlery,wemustaskyoutoarrangeforthedispatchofthemissingitemsatonce.WeattachalistofthecontentsincaseNo.7.Pleasecheckthiswithourorderandyourinvoice.Inthemeantime,weareholdingcaseNo.7atyourdisposal.Pleasefaxtotelluswhatyouwishustodowithit.Yourssincerely,complaintn.抱怨tomake(lodge,lay,file)acomplaintwithadepartmentaboutsth.

应某事向某部门抱怨Thecustomersmadecomplaintsaboutthequalityofthecomputerssuppliedbyyou.顾客对你方所供应的计算机的质量提出抱怨。Theimporterhasfiledacomplaintwithourcorporationaboutpoorpackingofthegoods.进口商为货物的不良包装向我公司提出抱怨。complainv.tocomplaintosb.of(about)sth.Wehavetocomplaintoyouaboutthedelayinshipmentwhichhascausedusmuchtrouble.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。atone’sdisposal

供某人使用/支配，听候某人处理

Hehadaconsiderableamountofcashathisdisposal.他手头有可观的现金供他支配。

Shouldwereturnthedefectivegoodstoyouforreplacementorholdthematyourdisposal?我方是退回你方有缺陷的货品，还是留着让你方处理呢？Letter2

(AReplytotheComplainabouttheWrongDelivery)Situation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。DearSirs,Wearegladtoknowthatyoureceivedtheconsignmentofcutleryinduetime,butregrettoknowthatcaseNo.7didnotcontainthegoodsyouordered.Ongoingintothematterwefindthatamistakewasindeedmadeinthepackingthroughaconfusionofnumbers,andwehavearrangedfortherightgoodstobedispatchedtoyouatonce.Relevantdocumentswillbemailedtoyouassoonastheyareready.Pleasekeepcaseno.7anditscontentsuntilcalledforbyouragentinHamburgwhohavebeeninformedofthematter.Weweresorryforthetroublecausedbytheerrorandwishtoassureyouthatcarewillbetakenintheexecutionofyourfurtherorders.Sincerelyyours,1.gointo

1)examinesth.thoroughly

Heisgoingintothequestionoflong-termcover.他正在深入调查长期保险问题。

2)toexplainordescribesth.indetail

Idon’twanttogointothematternow.我不想详细解释这件事。

3)time,money,efforttobespenttogetsth.done

Yearsofresearchhavegoneintothisbook.写这本书化了许多年作研究。

2.callfor

(1)needaparticularaction,demand必要，需要

Thatkindofattitudejustisn’tcalledfor.

(2)askstronglyandpubliclyfor要求，呼吁

Thefarmersarecallingforlargergovernmentsubsidies.

(3)(BrE)tomeetsomeoneattheirhometotakethemsomewhere接某人

I’llcallforyouat8o’lock.

Usefulphrases:

gointothematter调查此事

callfor需要（领取）

Letter3

(ComplainabouttheQualityofGoodsReceived)

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。DearSirs,ShipmentofModelTF660ElectricHairdryerUnderOrderNo.087Theaboveshipmentof1,000HairdryersarrivedonJune15,andwascheckedondelivery.Muchtoourregret,wehavetocomplainaboutthequalityofthesemachineswhichseemstofallfarbelowthestandardourcustomersexpected.Theywerepoorlyfinished,shoddyandnoisy.TheyarecertainlynotasgoodasthesamplemodelsthatwewereshownwhenyourrepresentativesvisitedourcompanyinearlyMay.Shoddy:(ofgoods,work,etc.)madeordonebadlyandwithoutenoughcare粗制滥造，劣质的Thismatteriscausingusgreatinconvenience,sincewehavenowincludedModel660inournewcatalogueandarereceivingalargenumberofenquiriesforit.Theinferiorqualityofthegoodswillputusinanembarrassedconditionsincewemaybefacedwithcomplaintsfromourcustomers.Undersuchcircumstance,wewouldlikeyoutoreducethepriceby25%,oralternatively,weshouldbepreparedtoacceptModel665asareplacementforModel660atthesameprice.Sincerelyyours,Letter4

(AReplytoComplainabouttheQualityofGoods)Situation感谢买方提请我们注意此事。与销售代表沟通后获悉，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。DearSirs,WehavereceivedyourletterofJune20regardingthequalityofourModel660Hairdryers,andthankyouforyourbringingthismattertoourattention.Wediscussedthematterwithoursalesrepresentatives,Mr.LiandMr.ChenwhovisitedyourcompanyinearlyMayandshowedyouarangeofsamplesofourhairdryers.TheysaidthatyoucheckedtheModel660verythoroughlybeforedecidingtopurchaseandwereawareofthestandardofitsworkmanship.Wesuppliedthisconsignmentofhairdryersfromstockandtheyareexactlythesameinqualityasthesampleoursalesrepresentativehaveshownyou.Weregrettoinformyouwecannotallowyouadiscountof25%onthepricechargedsinceitisnotenoughtocoverourproductioncost.However,wealwaysfeelstronglythatourcustomers’satisfactionisourtoppriority.Therefore,inordermakeupforsomeoftheinconvenienceyouhavesuffered,wewouldliketomakea10%pricereduction.Forfurtherorders,wewillsupplyModel665asareplacementofModel660atthesamepricecontracted.Wewishthatthisarrangementisacceptabletoyou.Sincerelyyours,Ourcustomers’satisfactionisourtoppriority.让客户满意是我们的宗旨。客户至上。Letter5

(ComplainabouttheShortDelivery)

Situation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。DearSirs,Thankyoueverymuchforsendingthegoodsontime.WedulyreceivedthegoodunderorderNo.120onarrivalofs.s.“Isabella”atLiverpool.Unfortunately,wefoundthattherewereonly80cases,thatistosay,20casesarelost.Pleasecheckwhethertherightquantityofgoods(100cases)havebeenloadedonshipattheportofshipment.Weareinurgentneedoftheproductsaswehavefewstocksatpresent.Youarekindlyrequestedtoship20casesbyairsoonuponreceiptofthisemail.Otherwise,wehavetoraiseaclaimof$50,000fortheshortdelivery.Wehopethematterwillhaveyourspecialattention.Sincerelyyours,shortdelivered短交shortshipped短装shortinvoiced短开shortpaid短付shortcalculated少算shortweight短重Letter6

(AReplyforComplainabouttheShortDelivery)Situation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。DearSirs,Wehavereceivedyouremailof5thofthismonth,andregrettoknowabouttheshortdeliveryof20casesoftheshipmentagainsttheorderNo.120.Wearequitesorryforthemissingcases.Aftercarefulcheck,wefoundthattherewere20casesunloadedinerroratAntwerp.However,wehavealreadyarrangedforthetransshipmentofthegoodstothecorrectport.Therelatedofficialsconfirmedthatthemissingcaseswillreachyourportin3to4workingdays.Wedeeplyapologizefortheinconveniencethatwascausedtoyou.Sincerelyyours,Letter7

(ClaimontheGoodsdamagedDuetoimproperPacking)

Situation由“黄河”轮运来的缝纫机已到，检查发现许多严重受损。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。DearSirs,Theconsignmentofsewingmachineyoushippedbys.s.“YellowRiver”onMay15arrivedhereyesterday.Onexamination,wehavefoundthatmanyofthesewingmachinesareseverelydamaged.Consideringthisdamagewasduetotheroughhandlingbytheshipcompany,weclaimedonthemforrecoveryoftheloss,butaninvestigationmadebythesurveyorhasrevealedthatthedamageisattributabletoimproperpacking.Forfurtherparticulars,wereferyoutothesurveyor’sreportenclosed.Weare,therefore,compelledtoclaimonyoutocompensateusforthelossof$27,500whichwehavesustainedbythedamagetothegoods.Wetrustthatyouwillbekindenoughtoacceptthisclaimanddeductthesumclaimedfromtheamountofyournextinvoicetous.Yourssincerely,claim索赔(1)v.Buyershaveclaimedon/uponusforshortshipment/inferiorquality.Wecannotbutclaimonyoufortherecoveryoftheloss.Wereservetherighttoclaimcompensationfromyouforanydamage.(2)n.

tosubmit/file/raise/make/lodge/enter/putin/registeraclaimagainstsb./with

insurancecompanyon

shipment/goodsfor

reasonforacertainamount.

Wehavetolodgeaclaimagainstyouonthisshipmentfor$2,100forshortweight.

我们不得不因该批货物短重向你方索赔2100美元。

Sentencepatterns:

tosubmit/file/raise/make/lodge/enter/putin/registeraclaimagainstsb/withinsurancecompanyonshipment/goodsforreasonforacertainamount.

toaccept(entertain)aclaim接受索赔Wearesorrytolearnofyourcomplaintsaboutthequalityofthegoodsandarepreparedtoacceptyourclaim.我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。Letter8

(AReplytotheClaimontheGoodsdamaged)

Situation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。DearSirs,WehavereceivedyourletterofJuly15,informingusthatthesewingmachineweshippedtoyouarrivedinadamagedconditiononaccountofimperfectnessofourpacking.Uponreceiptofyourletter,wehavegiventhismatterourimmediateattention.Wehavestudiedyoursurveyor’sreportverycarefully.Weareconvincedthatthepresentdamagewasduetoextraordinarycircumstancesunderwhichtheyweretransportedtoyou.Wearethereforenotresponsibleforthedamage;butaswedonotthinkthatitwouldbefairtohaveyoubearthelossalone,wesuggestthatthelossbedividedbetweenbothofus,towhichwehopeyouwillagree.Sincerelyyours,

A．质量问题（OnQuality）Thequalityofthisconsignmentisfarfrombeingsatisfactory.交付的货物质量远不能令人满意。

2.Whenwecametoexaminethegoodsdispatchedbyyouon…wefoundthat…当我们着手检查你们……月……日发出的货物时，我们发现……3.

Wearesorrytosaythatthecargohasnotturnedouttooursatisfaction.很遗憾，货物不能令人满意。

我们很遗憾地通知您，贵公司上次交运的货物未达到你们平常的标准。货物看上去过于粗糙，且外型低劣。4.Weareverysorrytoinformyouthatyourlastshipmentisnotuptoyourusualstandard.Thegoodsseemtobetooroughlymadeandareinclinedtobeinferiorandoutofshape.延误已给我方带来极大不便，望函复我方何时可以发货。

B

．延误（Delay）1.Thisdelayhasinconveniencedusconsiderably.Weshouldappreciateitifyouwouldinformusbyreturnmailwhenwemayexpectthegoods.2.Wetrustyouwillnowconsiderthismatterseriouslyandmakeanefforttopreventthereoccurrenceofthisannoyingdelay.相信你们会认真考虑这件事情，并努力防止再次发生类似恼人的延误。3.Weshallholdyouresponsibleforanylosswhichoccursthroughthisdelay.由于这一延误而带来的任何损失均由你方承担。WehavereceivedyourgoodscarryingourorderNo.…Uponopeningthecasewefounditcontainedcompletelydifferentarticles.关于我们的……号订单，您交运的货物本公司已收到。在开箱时，我们发现其中的货物跟本公司订的完全不同。C．货样不符（DisaccordanceoftheShipmenttotheOriginalSample）

Yourgoodsof300camerasarrivedtoday.Onopeningthecontainerwefoundthatthegoodswereshortby…贵公司所运来的300台照像机于今日收到，在打开货柜时，我们发现少了……台。

D．短缺（Shortage）

E．其他（Miscellaneous）WearesurprisedtofindinyourinvoicesenttousthatyouarechargingUS$60perunitinsteadofUS$50.我们发现您寄来的发票中，每台索价为60美金而不是50美金，颇为惊讶。

F．结束语（ClosingSentences）

1.Yourpromptattentionisappreciated.你方若能迅速处理此事，我们将不胜感激。2.

Weshallbegladifyouwilllookintothematteratonceandletusknowthereasonfordelay.希望你们立即调查此事，并告诉我们