商務(wù)英語(yǔ)寫作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請(qǐng)立即對(duì)此事進(jìn)行調(diào)查,盡早通知我們遲延的原因。Pleaselookintothismatteratonceandletusknowthereasonsforthedelayattheearlydate.2.我希望在三周內(nèi)收到你們關(guān)于此問(wèn)題的答復(fù)和解決方案,否則我將轉(zhuǎn)交消費(fèi)者委員會(huì)作進(jìn)一步調(diào)查。Ilookforwardtoyourreplyandresolutionofthecomplaintandwillallowthreeweeksbeforereferringittotheconsumeragency.

3.對(duì)于使用你們產(chǎn)品造成的諸多不便，我希望獲得320元的賠償。Iwouldappreciatebeingrefundedintheamountofthreehundredandtwentyyuanforthediscomfortandtroubleforusingyourproduct.4.此次去信是想說(shuō)明我于2006年9月10日在King’sStore購(gòu)買的貴公司的DVD機(jī)所出現(xiàn)的問(wèn)題。IamwritingtoyouconcerningaproblemthathasarisenfromthepurchaseofoneofyourDVDselectionsonSeptember10,2006atKing’sStore.5.對(duì)于我的問(wèn)題我希望能盡快獲得答復(fù)，這樣將來(lái)我仍然會(huì)選擇貴公司的產(chǎn)品及服務(wù)。IwouldlikenothingmorethanaquicksolutionformyproblemsothatImaystillbeacustomerofyoursinthefuture.親愛(ài)的先生：訂單上的100套咖啡器皿已于昨天收到，但是很遺憾，15套已被嚴(yán)重?fù)p壞。貨物包裝的外觀表面完好，所以我們就簽字接受了。我們小心翼翼打開(kāi)包裝后發(fā)現(xiàn)里面的防震襯墊不夠厚。我們估計(jì)這是造成損壞的原因。希望你們盡快更換這15套咖啡器皿。另外我們保存了被損毀的咖啡杯,以便你們向供應(yīng)廠家索賠時(shí)提供證據(jù)。

我們期待您的盡快回復(fù)!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接受索賠settleaclaim解決索賠entertai