1、外貿(mào)函電第三章投訴業(yè)務(wù)教學(xué)目標(biāo)：掌握在各種業(yè)務(wù)情境下，投訴信函的寫(xiě)作方法和技巧掌握應(yīng)對(duì)各種投訴的方法及回函寫(xiě)作技巧1.業(yè)務(wù)知識(shí)投訴及其回函1. 怎樣寫(xiě)投訴函？投訴信函（claim letter）由三個(gè)部分組成：（一）說(shuō)明背景，（二）說(shuō)明問(wèn)題，（三）提出要求。簡(jiǎn)要而清晰地說(shuō)明事情的來(lái)龍去脈。如有需要，可提及必要的細(xì)節(jié)，為下面的投訴內(nèi)容提供有力的根據(jù)。說(shuō)明問(wèn)題所在，提出投訴內(nèi)容，附以已經(jīng)產(chǎn)生的后果。所涉投訴內(nèi)容應(yīng)力求詳盡，為提出解決問(wèn)題辦法打下基礎(chǔ)。避免使用生硬的情緒化語(yǔ)言來(lái)表示不滿，應(yīng)力求對(duì)所反映的問(wèn)題寫(xiě)真、寫(xiě)實(shí)，還應(yīng)提供證據(jù)。提出合理的、建設(shè)性的解決問(wèn)題辦法，并在段尾簡(jiǎn)短、明了地說(shuō)明希望繼續(xù)保

2、持業(yè)務(wù)往來(lái)的友好意愿。2. 怎樣回復(fù)投訴？對(duì)于投訴的回復(fù)，有兩種可能，（1）投訴合理，投訴要求應(yīng)盡力予以滿足；（2）投訴不合理，投訴要求應(yīng)予以拒絕。（1）合理投訴的回復(fù)對(duì)于合理投訴，回復(fù)信函應(yīng)包含四個(gè)部分：確認(rèn)收到投訴信函, 了解了投訴的內(nèi)容，常用的開(kāi)頭語(yǔ)有：I refer to your letter of (具體時(shí)間) regardingReference is made to your letter of (具體時(shí)間) regardingThank you for your letter of (具體時(shí)間) concerning本段也常加入對(duì)投訴表示感謝的語(yǔ)句，如：Thank you f

3、or bringing this matter into our attention.Thank you for giving us the opportunity to look into our delivery procedures.We appreciate your bringing this matter to our attention.說(shuō)明針對(duì)投訴所進(jìn)行的調(diào)查以及調(diào)查的結(jié)果，如：I have checked with the transporters, and they inform me that the delay was due to poor weather condi

4、tions.Having checked with our suppliers, it is clear that the damage sustained by your order came about as a result of the poor weather conditions during transport.主動(dòng)承擔(dān)責(zé)任并表示歉意，常用的道歉用語(yǔ)有：I really must apologize for the inconvenience which has been caused.I hope you have not been too inconvenienced.Ple

5、ase allow us to apologize for putting you to so much trouble.提出具體處理辦法, 如：With this in mind, we are more than happy to replace the faulty disks. I shall arrange for a messenger to call at your shop within the next three days to collect then and to deliver, at the same time, a replacement batch of dis

6、ks.本段尾也常加以表示“下不為例”的語(yǔ)句，以取得投訴人的信任與諒解，如：We assure you that in future we shall do all we can to avoid this error occurring again.We shall endeavor to make sure that this does not happen again.（2）無(wú)理投訴的回復(fù)對(duì)于無(wú)理投訴，回復(fù)信函應(yīng)包含四個(gè)部分：確認(rèn)收到投訴信函, 了解了投訴的內(nèi)容，常用的開(kāi)頭語(yǔ)同上：說(shuō)明針對(duì)投訴所進(jìn)行的調(diào)查以及調(diào)查的結(jié)果；說(shuō)明非我方責(zé)任；婉言拒絕對(duì)方要求，有時(shí)為了表示某種誠(chéng)意，在婉言拒絕投訴

7、要求的同時(shí)，回復(fù)中可提出妥協(xié)、讓步性建議。2.案例Case 1投訴錯(cuò)發(fā)貨物及其處理技巧1. Geoff是南非一家紡織品批發(fā)商，他向廣州的李曼如訂購(gòu)了5,000打高爾夫羊毛男襪，但是收到的卻是女式萊爾線長(zhǎng)統(tǒng)襪。Geoff給李曼如來(lái)函投訴，并提出如下要求（1）李曼如立即把訂購(gòu)貨物發(fā)過(guò)來(lái)；（2）退運(yùn)錯(cuò)發(fā)的貨物并由李曼如承擔(dān)退運(yùn)費(fèi)用共計(jì)4080美元；（3）由于發(fā)錯(cuò)貨物致使Goeff不能按時(shí)向他的客戶交貨，李曼如應(yīng)賠償遲延交貨違約金2000美元。要求退貨、換貨并賠償損失 Dear Lee Manru,We are writing to complain about the shipment of our

8、 Order No. BT-708 for 5,000 dozen Mens Golf Woolen stockings received this morning. These were ordered on September 20, 2000 and confirmed by fax on September 21 (enclosed copy). However, upon opening the boxes, we found that they contained 2,000 dozen womens lisle ones.We must ask you to arrange fo

9、r the dispatch of replacement at once as we need the stockings we ordered to complete deliveries to our new customers. Even so, delay shipment is deemed to occur, and you should pay us USD4080.00 as liquidated damages. With regard to the mis-dispatched cargoes, please instruct us how to deal with th

10、em immediately, otherwise we will return them to you at your cost.Yours faithful,Geoff 2011-10-21Note:We are writing to complain about the shipment of our Order No. BT-708 for 5,000 dozen Mens Golf Woolen stockings received this morning. 我們寫(xiě)信給你方，以就我方今早收到的訂單號(hào)為BT-708，訂購(gòu)商品為5,000打高爾夫羊毛男襪的訂單的裝運(yùn)問(wèn)題提出投訴。The

11、se were ordered on September 20, 2000 and confirmed by fax on September 21 (enclosed copy). 上述商品訂購(gòu)于2000年九月20日，并于9月21日由 確定（內(nèi)附復(fù)印件）。(3)However, upon opening the boxes, we found that they contained 2,000 dozen womens lisle ones. 然而，在開(kāi)箱以后，我們發(fā)現(xiàn)里面裝有2,000打女式萊爾線長(zhǎng)統(tǒng)襪。(4)We must ask you to arrange for the dispa

12、tch of replacement at once as we need the stockings we ordered to complete deliveries to our new customers. 因?yàn)槲覀冃枰嗁?gòu)的長(zhǎng)襪以便發(fā)貨給顧客，故此我們不得不要求你方立即安排替代品的重新發(fā)貨。(5)Even so, delay(是不是delayed) shipment is deemed to occur, and you should pay us USD4080.00 as liquidated damages. 即使是這樣，裝運(yùn)推遲也會(huì)發(fā)生，因此你方必須支付我方4080.00美元

13、的違約賠償金。 （6）With regard to the mis-dispatched cargoes, please instruct us how to deal with them immediately, otherwise we will return them to you at your cost. 至于錯(cuò)發(fā)的貨物，請(qǐng)立即告知我方如何處理。否則，我方將發(fā)回這些貨物，并且費(fèi)用由你方承擔(dān)。2. 李曼如收到Goeff投訴后，立即查看發(fā)貨記錄，發(fā)現(xiàn)確實(shí)搞錯(cuò)了。她立即向老板匯報(bào)此事，并向老板提出自己的解決辦法：（1）立即重新發(fā)貨；（2）同意支付遲延交貨違約金，以表示自己是個(gè)敢于承擔(dān)責(zé)任的

14、公司，但希望對(duì)方能少收些；（3）錯(cuò)發(fā)的貨物不要退回，以免損失太大，而是請(qǐng)求客戶購(gòu)買，趁機(jī)擴(kuò)大銷量，變被動(dòng)為主動(dòng)，但價(jià)格上可以適當(dāng)優(yōu)惠。老板同意該方案，于是她回信如下：拒絕退貨以減少損失Dear Geoff,Thank you for your letter of October 21. We regret very much to learn that the Mens Golf Woolen Stockings you kindly ordered were omitted from the shipment and that Womens lisle Stockings were sent

15、 to you instead. Your complaint was immediately sent to our Customer Relations representative for investigation.On going into the matter, we found that a mistake was indeed made by us. The slip-up occurred in our new automated inventory control system which is causing some problems during the data e

16、ntry stage. Your order number was unfortunately confused with another one (BT-718). We sincerely regret that it caused you so much trouble, especially because the goods were intended for your special sale.We have arranged for the right goods to be dispatched to you at once. Relative documents will b

17、e mailed as soon as they are ready.If the womens stockings were returned to us, we would incur too much loss. We would be much graceful to you if you could purchase them or kindly recommend importers of your place to do so. We are specifically in need of your help in this regard.As for the liquidate

18、d damages for delay shipment, we have no words on your claiming, but the amount you are asking for is too much bigger than we can accept. Since it hasnt caused you essential financial loss, a sum of 500 U.S. Dollars is acceptable, which is a high enough tuition fee for us to pay for the lesson, isnt

19、 it?We are looking forward to hearing from you soon.Yours FaithfullyLee Manru2011-10-23Note:We regret very much to learn that the Mens Golf Woolen Stockings you kindly ordered were omitted from the shipment and that Womens lisle Stockings were sent to you instead. 我們非常遺憾的得知貴方訂購(gòu)的高爾夫羊毛男襪在裝運(yùn)時(shí)被遺漏，而女式萊爾線

20、長(zhǎng)統(tǒng)襪被錯(cuò)發(fā)給貴方。Your complaint was immediately sent to our Customer Relations representative for investigation.您的投訴被立即轉(zhuǎn)達(dá)給我們的客戶關(guān)系代表予以調(diào)查。On going into the matter, we found that a mistake was indeed made by us. 在調(diào)查后，我們發(fā)現(xiàn)此項(xiàng)錯(cuò)誤確實(shí)系我方所犯。The slip-up occurred in our new automated inventory control system which is c

21、ausing some problems during the data entry stage. 此項(xiàng)疏忽產(chǎn)生于我們的新的存貨控制系統(tǒng)，該系統(tǒng)在數(shù)據(jù)輸入階段產(chǎn)生了一些問(wèn)題。Your order number was unfortunately confused with another one (BT-718). 很遺憾您的訂單與另一訂單（BT-718）產(chǎn)生了混淆。We sincerely regret that it caused you so much trouble, especially because the goods were intended for your special

22、 sale.因?yàn)槲覀兊氖韬鼋o您造成了如此多的麻煩，我們表示誠(chéng)摯的道歉，尤其是在您的商品是用于限時(shí)特賣的情況下。We have arranged for the right goods to be dispatched to you at once. 我們已經(jīng)安排了立即發(fā)送給您的合適商品。Relative documents will be mailed as soon as they are ready.相關(guān)文件也會(huì)在準(zhǔn)備妥當(dāng)之后立即郵寄給你方。If the womens stockings were returned to us, we would incur too much loss.

23、如果您將女士長(zhǎng)襪返發(fā)給我方，我方將承受太多損失。We would be much graceful to you if you could purchase them or kindly recommend importers of your place to do so. 如果你方能購(gòu)買他們、或者向您當(dāng)?shù)氐倪M(jìn)口商推薦這些商品，我們將非常感激。We are specifically in need of your help in this regard.就此而言，我們特別需要你方的幫助。As for the liquidated damages for delay shipment, we h

24、ave no words on your claiming, but the amount you are asking for is too much bigger than we can accept. 至于推遲裝運(yùn)的違約賠償，我們對(duì)你方的索賠要求沒(méi)有異議，但你方索賠的金額大大超過(guò)了我方能接受的額度。Since it hasnt caused you essential financial loss, a sum of 500 U.S. Dollars is acceptable, which is a high enough tuition fee for us to pay for t

25、he lesson, isnt it?既然尚未對(duì)你方產(chǎn)生重大的財(cái)務(wù)損失，500美元總額的賠償金是可接受的額度；對(duì)我方而言，這筆學(xué)費(fèi)對(duì)我們得到的教訓(xùn)而言也是足夠高的，不是嗎？We are looking forward to hearing from you soon.期待你方的盡快回復(fù)。3. Geoff收到李曼如來(lái)信，看完她的解決方案，覺(jué)得這位李小姐很有主見(jiàn)，是個(gè)敢于承擔(dān)責(zé)任的人，值得進(jìn)一步合作。鑒于李小姐提出要求自己購(gòu)買錯(cuò)發(fā)的貨物，自己何不趁此擴(kuò)大業(yè)務(wù)并在付款方式上爭(zhēng)取優(yōu)惠？關(guān)于遲延交貨，一方面可以向客戶解釋，一方面向李曼如多爭(zhēng)取違約金。他回信如下：趁機(jī)擴(kuò)大業(yè)務(wù)并爭(zhēng)取有利付款方式Dear L

26、ee,Thank you for your email dated Oct. 23, 2011.We appreciate your prompt shipment of the replacements. With regard to the liquidated damages for delay shipment, 500 U.S. Dollars is far less than the compensation well have to pay to our clients. As you know, we had guaranteed punctual delivery to ou

27、r clients when placing order with you, and we must pay for our default, which is caused by your delay shipment. This is our principle and practice. However, in view of our long term cooperation, we decide to make a concession and claim for a sum of USD1000.00. This is the best we can do.Since we hav

28、e never dealt with Womens lisle Stockings, it is impossible for us to purchase them. But considering your situation, we are willing to make a trial of it on the basis of consignment sales. Should you agree with us on this point, we can further discuss about it.Yours faithfullyGeoff2011-10-24Note:We

29、appreciate your prompt shipment of the replacements. 對(duì)于你方迅速更換貨物，我方表示感謝。With regard to the liquidated damages for delay shipment, 500 U.S. Dollars is far less than the compensation well have to pay to our clients. 關(guān)于推遲裝運(yùn)產(chǎn)生的違約賠償金，500美元遠(yuǎn)遠(yuǎn)少于我們必須付給客戶的賠償金。As you know, we had guaranteed punctual delivery t

30、o our clients when placing order with you, and we must pay for our default, which is caused by your delay shipment. 如你所知，在我方下訂單時(shí)，我方已經(jīng)向客戶保證了準(zhǔn)時(shí)交貨。我方未能履行職責(zé)，因此必須賠償，而這是因?yàn)槟惴酵七t發(fā)貨導(dǎo)致的。This is our principle and practice. 這是我們的原則和慣例。However, in view of our long term cooperation, we decide to make a concession

31、and claim for a sum of USD1000.00. 然而，考慮到我們的長(zhǎng)期合作關(guān)系，我們決定作出讓步，索賠1000.00美元。Since we have never dealt with Womens lisle Stockings, it is impossible for us to purchase them. 因?yàn)槲曳綇奈唇?jīng)營(yíng)女式萊爾線長(zhǎng)統(tǒng)襪，我方不可能購(gòu)買這些產(chǎn)品。（7）But considering your situation, we are willing to make a trial of it on the basis of consignment sa

32、les. Should you agree with us on this point, we can further discuss about it.但是考慮到你方的情況，我們?cè)敢獠捎眉氖鄣姆绞皆囦N這些產(chǎn)品。如果你方同意這種方式，我們可以進(jìn)一步詳談。4. 李曼如收到Geoff來(lái)信，很清楚他的意圖Geoff想接手這批錯(cuò)發(fā)的貨物，但想賣完再付款即寄售或代銷，這樣可以利用李曼如的資金擴(kuò)大自己的業(yè)務(wù)。同時(shí)，李曼如也深知自己處于被動(dòng)地位，畢竟是自己求別人購(gòu)買，沒(méi)有多少討價(jià)還價(jià)的籌碼，但是能否把事情做得更好些呢？。如果采用寄售方式，什么時(shí)候賣完無(wú)法確定，付款時(shí)間也就無(wú)從確定，這對(duì)李曼如就太不利了。她想

33、出一個(gè)辦法把寄售改為賒銷60天（Open Account 60 days），于是去函說(shuō)服Geoff。變寄售為賒銷60天Dear Geoff,It is delightful to learn from your email of 24th October that you are willing to deal with our Womens lisle Stockings. Consignment business, as proposed in your email, is not impossible. It is also under our consideration as an o

34、ptional way to expand our business with our partners on a long term basis. But it is not put into effect until we are convinced of the size of the target market and of the qualification, competence and creditworthiness of our candidate partner. Obviously, a consignment sale, in such an occasion, is

35、not appropriate to this lot of Womens lisle Stockings, which is of a small quantity. We believe that payment based on O/A 60 days is acceptable to both of us for this deal of Womens lisle Stockings. Referring to the liquidated damages you ask for, we are reluctant to have more words about it but agr

36、ee with you on the sum of USD1000, which is to be deducted from the proceeds of Womens lisle Stockings.Yours FaithfullyLee Manru2011-10-25Note：It is delightful to learn from your email of 24th October that you are willing to deal with our Womens lisle Stockings. 從你方10月24日的郵件得知，你方愿意處理我方的女式萊爾線長(zhǎng)統(tǒng)襪，我方非常

37、高興。Consignment business, as proposed in your email, is not impossible. 你方在郵件里提議的寄售這種方式，并不是不可行的。It is also under our consideration as an optional way to expand our business with our partners on a long term basis. 這也是我們正在考慮的在長(zhǎng)遠(yuǎn)的基礎(chǔ)上和我們的合作伙伴擴(kuò)大業(yè)務(wù)的選項(xiàng)之一。But it is not put into effect until we are convinced

38、of the size of the target market and of the qualification, competence and credit worthiness of our candidate partner. 但是，只有在我們已經(jīng)確信了目標(biāo)市場(chǎng)的規(guī)模，以及合作伙伴的資質(zhì)、能力以及信譽(yù)的可靠性以后，我們才會(huì)將此付諸實(shí)踐。Obviously, a consignment sale, in such an occasion, is not appropriate to this lot of Womens lisle Stockings, which is of a sma

39、ll quantity. 很明顯，在現(xiàn)今的情況下，采用試銷這種小量的銷售模式，對(duì)于銷售如此大量的女式萊爾線長(zhǎng)統(tǒng)襪來(lái)說(shuō)，是不合適的。We believe that payment based on O/A 60 days is acceptable to both of us for this deal of Womens lisle Stockings. 我們相信賒銷60天是雙方都可接受的處理這單女式萊爾線長(zhǎng)統(tǒng)襪業(yè)務(wù)的方式。Referring to the liquidated damages you ask for, we are reluctant to have more words a

40、bout it but agree with you on the sum of USD1000, which is to be deducted from the proceeds of Womens lisle Stockings.就你方要求的違約賠償金，我方不愿再做過(guò)多言辭，而是同意你方要求的數(shù)額，也就是，1000美元，而這筆錢(qián)將從銷售女式萊爾線長(zhǎng)統(tǒng)襪的貨款中扣除。Case 2質(zhì)量投訴及其處理技巧1. 印度電器經(jīng)銷商Amaity在2010年春季廣交會(huì)上看到佛山何先生（出口部經(jīng)理）展出的各種豆?jié){機(jī)等小家電產(chǎn)品，購(gòu)買了型號(hào)為L(zhǎng)A-1.5的豆?jié){機(jī)2000臺(tái)，但到貨后經(jīng)過(guò)客戶試用很不理想，估計(jì)很

41、難銷售出去，于是來(lái)函提出質(zhì)量問(wèn)題，并要求退款退貨。要求退貨退款Dear Mr. He,The shipment of 2000 sets of Household Bean Juice Maker, Model AL1.5, was delivered on 25 July, 2010 and was checked on delivery.I am afraid I really must complain about the quality of these machines. You appear to have supplied us with a product far below

42、the standard our customers expect. The AL1.5 items that you delivered were poorly finished and shoddy. What is more, they are certainly not as good as the demonstration models that I was shown on the Canton fair in April.This matter is causing us great inconvenience, since we have now included the A

43、L1.5 in our new catalogue and we are receiving a large number of enquiries about it. We shall be faced with canceling it from our catalogue and explaining to customers that it is no long available.I should like you to refund the money we have paid you for these machines. Alternatively, if this is un

44、acceptable, I should be prepared to accept the AL.1.6 model as a replacement for the AL.1.5 at the same price.I look forward to hearing from you in the near future.Yours sincerely,Amaity2010-08-10Note:The shipment of 2000 sets of Household Bean Juice Maker, Model AL1.5, was delivered on 25 July, 201

45、0 and was checked on delivery.2000套型號(hào)為AL1.5的家用豆?jié){機(jī)已于2010年7月25日裝運(yùn)發(fā)貨，并于發(fā)貨時(shí)查驗(yàn)。I am afraid I really must complain about the quality of these machines. 恐怕我真的必須就這些機(jī)器的質(zhì)量進(jìn)行投訴。You appear to have supplied us with a product far below the standard our customers expect. 你放似乎給我方提供了一種質(zhì)量遠(yuǎn)低于顧客期待的標(biāo)準(zhǔn)的產(chǎn)品。The AL1.5 items

46、 that you delivered were poorly finished and shoddy. 你方發(fā)貨的AL1.5型商品做工粗糙，質(zhì)量低劣。What is more, they are certainly not as good as the demonstration models that I was shown on the Canton fair in April.而且，這些商品的質(zhì)量很明顯沒(méi)有在廣交會(huì)上展示給我的樣品一樣好。This matter is causing us great inconvenience, since we have now included t

47、he AL1.5 in our new catalogue and we are receiving a large number of enquiries about it. 這個(gè)問(wèn)題正給我們?cè)斐珊艽蟮牟槐?，因?yàn)槲覀円呀?jīng)將此項(xiàng)商品加入了我們的新的產(chǎn)品目錄，并且收到了大量的相關(guān)咨詢。We shall be faced with canceling it from our catalogue and explaining to customers that it is no long available.我們將面臨從產(chǎn)品目錄刪除此項(xiàng)商品并且向顧客解釋停售的問(wèn)題。I should like you

48、 to refund the money we have paid you for these machines. 我們希望你方返還我方為這些機(jī)器已付的款項(xiàng)。Alternatively, if this is unacceptable, I should be prepared to accept the AL.1.6 model as a replacement for the AL.1.5 at the same price.如果上述方式不可行的話，作為一項(xiàng)替代選擇，我方愿意在相同的價(jià)格基礎(chǔ)上接受型，用于代替AL. 1.5型。2.何先生收到來(lái)信后，詢問(wèn)了當(dāng)時(shí)在廣交會(huì)上接待Amaity的兩位

49、業(yè)務(wù)員，得知：Amaity在廣交會(huì)展位上分別使用過(guò)AL1.5和AL1.6兩種型號(hào)，對(duì)產(chǎn)品的功能表現(xiàn)和價(jià)格都十分清楚，然后選擇AL1.5款購(gòu)買。此次來(lái)信投訴并未涉及質(zhì)量問(wèn)題，屬于無(wú)理投訴。于是，何先生決定拒絕對(duì)方的要求，但也做一些變通處理，以維持同客戶的良好關(guān)系。拒絕對(duì)方要求并做變通處理Dear Mr. Amaity,I refer to your letter of 10 August 2010, regarding the standard of the HBJMs (Household Bean Juice Maker) we supplied to you recently. Thank

50、 you for bringing this matter to our attention.It seems that you are not satisfied with the quality of the Model AL1.5 HBJM. You feel that they were poorly finished and shoddy and not a satisfactory standard for your customers.I have discussed the matter with our Sales Representatives, Ms. Lau and M

51、r. Chen, who were present at the Canton Fair, receiving you and showing you the machines. They witnessed that you had personally tried to use Model AL-1.5 and AL-1.6 respectively by operating yourself and made comments on the functions of these two models afterwards, and then you decided to purchase

52、 AL-1.5. This implies that you were aware of the standard of the workmanship and quality of what you bought. Your statement that our products are shoddy poorly finished and far below your customers expectation in quality doesnt constitute the evidence for your claim, which is obviously not justifiab

53、le. We regret to inform you, therefore, we cannot give you a refund. In this case; the goods are of salable quality, so refund is out of the question.However, here at Household Bean Juice Makers, we feel strongly that your satisfaction is our top priority. So, in order to make up for some of the inc

54、onvenience you have suffered, we whould like to offer you the chance to buy the Model AL-1.6 at an unbelievable low price. If you return the Model AL1.5 to us within the next week in perfect condition, we can offer a 5% discount off the list price of the AL1.6.Please contact me as soon as possible t

55、o tell me if this arrangement is acceptable to you.Yours SincerelyHe Junming2010-08-11Note:I refer to your letter of 10 August 2010, regarding the standard of the HBJMs (Household Bean Juice Maker) we supplied to you recently. 你方于2010年8月10日來(lái)函，提出近期我們向你方提供的家用豆?jié){機(jī)的質(zhì)量標(biāo)準(zhǔn)問(wèn)題，謹(jǐn)就此作出答復(fù)。Thank you for bringing t

56、his matter to our attention.感謝你方向我們反映此事。It seems that you are not satisfied with the quality of the Model AL1.5 HBJM. 你方看來(lái)對(duì)AL1.5型的家用豆?jié){機(jī)的質(zhì)量感到不滿。You feel that they were poorly finished and shoddy and not a satisfactory standard for your customers.你方認(rèn)為該型號(hào)產(chǎn)品做工粗糙，質(zhì)量低劣，達(dá)不到顧客滿意的質(zhì)量標(biāo)準(zhǔn)。I have discussed the ma

57、tter with our Sales Representatives, Ms. Lau and Mr. Chen, who were present at the Canton Fair, receiving you and showing you the machines. 我已經(jīng)與我方銷售代表劉小姐和陳先生就此討論過(guò)，他們當(dāng)時(shí)在廣交會(huì)接待了您，并且向您展示了這些機(jī)器。They witnessed that you had personally tried to use Model AL-1.5 and AL-1.6 respectively by operating yourself a

58、nd made comments on the functions of these two models afterwards, and then you decided to purchase AL-1.5. 他們見(jiàn)到您親自分別試用了AL-1.5和 AL-1.6這兩種機(jī)型，并且您在之后就這種機(jī)型的功能作出了評(píng)論，隨后決定購(gòu)買AL-1.5型。This implies that you were aware of the standard of the workmanship and quality of what you bought. 這表明您對(duì)您購(gòu)買的機(jī)型的工藝和質(zhì)量標(biāo)準(zhǔn)已經(jīng)了解。You

59、r statement that our products are shoddy, poorly finished and far below your customers expectation in quality doesnt constitute the evidence for your claim, which is obviously not justifiable. 您認(rèn)為我方產(chǎn)品“質(zhì)量低劣，做工粗糙，遠(yuǎn)低于您顧客期待的質(zhì)量水準(zhǔn)”。您對(duì)我方產(chǎn)品的描述很明顯并不公正，無(wú)法支持您的索賠要求。We regret to inform you, therefore, we cannot

60、give you a refund. In this case; the goods are of salable quality, so refund is out of the question.因此，我們很遺憾的告知貴方，我們不能接受退款要求，因?yàn)槲覀兊漠a(chǎn)品是適銷的合格產(chǎn)品。However, here at Household Bean Juice Makers, we feel strongly that your satisfaction is our top priority. 然而，就家用豆?jié){機(jī)而言，我們堅(jiān)決認(rèn)為您的滿意是我們最優(yōu)先考慮的事情。So, in order to ma