《Business letter 》课件3.2.5课件新的

ComplaintsandClaimsLettersofcomplaintandClaimsLettersofadjustingthecomplaintorclaimLettersofrejectingcomplaintorclaimTroublesLossEvidenceProjectTroublesLossEvidenceProjectSympathyExplainRejectHopeWords&Expressionscomplaint---statementaboutthingsbeingdissatisfactoryadjustment---actofsettlingcomplaintsbreach---actofbreakingornotfulfillingapromiseclaim---ademandforcompensationacceptaclaimrejectaclaimsettleaclaimHisclaimformoneycannotbeconsidered.5.non-delivery6.balance---differencebetweentwofigures;amountremained7.inferior---lowerinquality8.testify---tobearwitnessorgiveevidence9.inspection---examinationofgoods10.commitment---promise11.account---statementofmoneypaidorreceived12.remit13.proceeds---totalamountreceivedinanytransaction14.presentationofdocuments15.principal---apersonorcompanywhoappointanotherpersonorfirmtoactforhimorit16.CIB(CommodityInspectionBureau)17.atyourexpense18.compensate/compensation<Letter1>DearSirs,AComplaintAboutShoutDeliveryofMP3WehavereceivedthedocumentsandtakendeliveryoftheOrderNo.0630thatarrivedat QingdaoontheM.V.Victoria.OncheckingthegoodswefoundthatcartonNo.16containsonly400setsofAppleMP3,although500setsofithadbeenenteredonboththepackinglistandtheinvoice.Thefullconsignmentisurgentlyrequiredtocompleteordersforthreeofourmajorcustomerssoitisabsolutelyessentialthatyoushiptheadditional100setsofAppleMP3ontheearliestpossibleflightfromSeoulatyourexpense.Thisisthethirdtimeinthelastyearthatyouhaveshort-shippedoneofourorders.Ifthereisanyfurtherrepetitionofthiswewillbeforcedtolookforanalternativesupplier.Yoursfaithfully,<ResponsetotheLetter>DearSirs,ThankyouforyourLetterof20January.Weareextremelysorrytolearnthatanerrorwasmadeincarton16ofyourOrderNo.0630.Themissing100setsofAppleMP3weresentthismorningbytheSouthernAirwayandthedocumentshavebeenforwardedtoyou.Wegreatlyregrettheinconveniencecausedbythisandtheprevioustwoerrorsandofferoursincereapologies.Wewilltryourbestandcanassureyouthatsimilarerrorsdonotoccuragain.Wewishtobeabletoserveyouinfuturebusiness.Yourssincerely,<Letter2>DearSirs,AComplaintaboutWrongLaserPrinterWewouldrefertoyourconsignmentoftheLaserPrinterofourOrderNo.0303thatarrivedthismorning.Onopeningthecaseswefoundthatwehadreceivedthewronggoods.WereceivedaLP-868insteadoftheLP-888LaserPrinterthatweordered.Pleaseadviseuswhenwecanexpecttoreceiveourorder,assomeofourcustomershavebeenwaitingforuptoonemonth.PleasealsoletusknowwhatwearetodowiththeLaserPrinternowinourpossession.Yoursfaithfully,<ResponsetotheLetter>Dearsir,Wethankyouforyourletterof10SeptemberinformingusofthewrongdeliveryoftheLaserPrinter.Ongoingintothematterwefindthatamistakewasindeedmadeinpacking,throughaconfusionofnumber.Wehavearrangedfortherightgoodstobedispatchedtoyouatonce.Relativedocumentswillbemailedassoonastheyareready.DoyouthinkyoumightselltheLP-868LaserPrinter?Ifso,youmaywishtokeepthemawhile,andiftheydon’tmoveyoucanreturnthemtous.Inanyevent,we’llpayallshippingcharges.<Letter3>DearSirs,AcomplaintaboutDelayDeliveryTwoHERCULESExcavatorsLastNovemberwesignedacontracttobuildalargeschoolinPudong.AstheworkwasduetostartinMarch,weplacedanorderwithyoufrotwoHERCULESExcavatorsimmediately.OnplacingtheorderweweretoldthattheywouldbedeliveredinsiteaboutthemiddleofMarch.Todayis18Marchandtheseexcavatorshavenotyettobedelivered!AttheendofMarchwewillbeginworkonthesiteandthesemachineswillbeneededfromthefirstday.Untiltheyarrive,wecandonothing.Thedirectandindirecteconomiclossmayadduptomillion.Pleasetellusassoonaspossiblewhenyouintendtodelivertheseexcavators.Yourstruly,ResponsetotheLetterDearsirs,Wehavereceivedyourletterof18March,andregretthedelaydeliveryofthetwoHERCULESExcavatorsyouhaveordered.Wearenowtryingourbesttodeliverthem.Youwillhavebothexcavatorsby28Marchatthelatest.TheHERCULESisthemostsuccessfulexcavatorwehaveproducedbynow.itgetsaninstantsuccessatitsfirstappearanceattheHongKongBuildingExhibitionatlastyearandweweresooninundatedwithorders.YourorderwasreceivedinNovember.ItwasnotduefordeliveryuntilAprilaccordingtothewaitinglistwehadthen.Nevertheless,weputthedeliverydateforwardsothatyouwouldhavethemachineinMarch.InFebruaryproductionwasslightlysetbackbythelatearrivalofsomespecialpartsandthishasbeenresponsibleforthedelayinthepresentcase.Wetrustthatyouwillnotbeundulyinconveniencedbyhavingtowaitafewmoredays.TheperformanceoftheHERCULESExcavatorswillamplycompensateyou.<Letter4>DearSirs,AClaimfortheLowQualityFaxMachineForthefirsttimeinmymemory,Ilodgeaclaimforoneofyourofficeproducts–FaxMachine.ThequalityofourorderNo.268Ireceivedfromyouatlastweekisverybad.Itdoesnotsatisfactorilyprinttheletters.AsthislotofFaxMachineisofnouseatalltoas,werequireyourefundtheinvoiceamountandinspectionfeeofthegoodsamountingtoUSD3,000.00.Wetrustyouwillpromptlysettlethisclaim.Assoonasthesettlementisaccomplished.Wewillsendthegoodsbacktoyou.Alltheexpenseswillbeforyouaccount.Insupportofourclaim,wearesendingyouasurveyreportissuedbyCCIB.Ifwecansettletheproblemsmoothly,fine;I’llorderfromyou.Yoursfaithfully,<ResponsetotheLetter>DearSirs,Icouldn’tagreewithyoumorewhenyousaythattheFaxMachineofyourOrderNo.268youreceivedfromusarenotsatisfactory.WehavetelephonedthemanufactureandlookedintothematterofyourclaimforthelowqualityFaxMachine.Allisamistakebytheirstaffatthewarehouse.Butourproposalofsettlementisthatwewillimmediatelysendyoureplacementsofwhichthequalityisguaranteed.Astothelowqualitygoodsyoureceivedpleasesendbackatourexpense.Ifyouagreeonthepointabove,pleasetellusbyfax.Webelievedthatthesolutionwehavemadewillsatisfyyouandlookforwardtoreceivingyourfurtherorders.ChoosethebestanswerThecomplaintsreceived_______themachinesyouorderinMarch.ArelatetoBrelatingtoCrelatedtoD.relatedabout2.Wehavelodgeaclaim_________yourcompany_______thedelayofthegoodsweordered.Awith,onBagainst,forCagainst,onD.with,against3.Thebuyermadea_______againstusforthepoorqualityoftheeducationalinstruments.A.ClaimB.communicationC.discountD.apologyInthecase,wehaveto______thebuyersthefullinvoicevalueofthegoods.A.payB.grantC.offerD.refund

5.Inviewoftheabove,weregretthatwehavetoreturnthedefectivegoodstoyouforreplacement_____yourexpense.A.atB.forC.onD.under6.________thisreason,wecannotacceptyourclaimforareplacement.A.ByB.ForC.WithD.Asto7.Pleasereturnthewronglydeliveredgoodstousfor_____assoonaspossible.A.claimB.serviceC.replacementD.sale8.Weareextremelysorryaboutthemistakewehavemade.However,_______youwillrealizewasduetocircumstancesbeyondourcontrol.A.thatB.whatC.whereD.then9.Yourclaimforthedamageistobe_______withtheinsurancecompany.A.metB.filedC.satisfiedD.compensate10.AlltheClaimtermswereagreed_______bythetwocompanies.A.toB.withC.forD.onWeregrettoinformyouthatthegoodsshippedperS.S.Shunfengarrivedinsuchanunsatisfacoryconditionthatwecannotbutlodgeac_______againstyou.Anyc______aboutthequalityoftheproductsshouldbelodgedwith15daysaftertheirarrival.Afterre-i______wefoundthatthequalityofthegoodswasnotinconformitywiththecontractstipulation.OnthebasisoftheSCIB’ssurveyr________welodgeyouaclaimfortheshort-weight.Ouri_______showsthatdamagewascausebyimproperpacking.Thereforewehavetoreferthismattertoyou.TranslatethefollowingsentencesintoChinese.Weregrettoknowthatyoudidnotreceivethetensetsof6-hpSailingoutboardsyouwanted,andIguessbothofussharetheblame.Yourorder(photocopyen