Unittwelve

ComplaintsandAdjustments

抱怨與調(diào)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感謝及時(shí)交貨。買方提貨后發(fā)現(xiàn)，有一箱內(nèi)物與其他不同，非所訂之貨，所以推測該箱貨屬于其他訂單項(xiàng)下。由于所訂的刀具是一個(gè)產(chǎn)品系列，缺失將導(dǎo)致不完整，希望賣方盡快寄送缺失的型號(hào)。隨信附箱內(nèi)物清單，貨物聽候處置。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.

應(yīng)某事向某部門抱怨Thecustomersmadecomplaintsaboutthequalityofthecomputerssuppliedbyyou.顧客對(duì)你方所供應(yīng)的計(jì)算機(jī)的質(zhì)量提出抱怨。Theimporterhasfiledacomplaintwithourcorporationaboutpoorpackingofthegoods.進(jìn)口商為貨物的不良包裝向我公司提出抱怨。complainv.tocomplaintosb.of(about)sth.Wehavetocomplaintoyouaboutthedelayinshipmentwhichhascausedusmuchtrouble.我們不得不向你方抱怨裝船的遲誤給我方造成很大的麻煩。atone’sdisposal

供某人使用/支配，聽候某人處理

Hehadaconsiderableamountofcashathisdisposal.他手頭有可觀的現(xiàn)金供他支配。

Shouldwereturnthedefectivegoodstoyouforreplacementorholdthematyourdisposal?我方是退回你方有缺陷的貨品，還是留著讓你方處理呢？Letter2

(AReplytotheComplainabouttheWrongDelivery)Situation表示歉意。賣方調(diào)查發(fā)現(xiàn)，由于包裝件號(hào)混淆，確實(shí)出錯(cuò)，正確的貨物已安排發(fā)送，相關(guān)單據(jù)也將盡快寄出。請(qǐng)保留箱子及箱內(nèi)物，我方代理將前往領(lǐng)取。對(duì)帶來的不便表示歉意，并保證日后會(huì)小心執(zhí)行訂單。DearSirs,Wearegladtoknowthatyoureceivedtheconsignmentofcutleryinduetime,butregrettoknowthatcaseNo.7didnotcontainthegoodsyouordered.Ongoingintothematterwefindthatamistakewasindeedmadeinthepackingthroughaconfusionofnumbers,andwehavearrangedfortherightgoodstobedispatchedtoyouatonce.Relevantdocumentswillbemailedtoyouassoonastheyareready.Pleasekeepcaseno.7anditscontentsuntilcalledforbyouragentinHamburgwhohavebeeninformedofthematter.Weweresorryforthetroublecausedbytheerrorandwishtoassureyouthatcarewillbetakenintheexecutionofyourfurtherorders.Sincerelyyours,1.gointo

1)examinesth.thoroughly

Heisgoingintothequestionoflong-termcover.他正在深入調(diào)查長期保險(xiǎn)問題。

2)toexplainordescribesth.indetail

Idon’twanttogointothematternow.我不想詳細(xì)解釋這件事。

3)time,money,efforttobespenttogetsth.done

Yearsofresearchhavegoneintothisbook.寫這本書化了許多年作研究。

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調(diào)查此事

callfor需要（領(lǐng)?。?/p>

Letter3

(ComplainabouttheQualityofGoodsReceived)

Situation抱怨收到的1000只660型電吹風(fēng)的質(zhì)量遠(yuǎn)低于客戶期望的標(biāo)準(zhǔn)。做工粗糙，劣質(zhì)、噪音大，遠(yuǎn)不如你方銷售代表展示的樣品。該型號(hào)已列入產(chǎn)品目錄，且收到大量詢價(jià)，低劣的質(zhì)量將讓我們處境尷尬。建議：降價(jià)25%，或以665型代替660型，價(jià)格不變。DearSirs,ShipmentofModelTF660ElectricHairdryerUnderOrderNo.087Theaboveshipmentof1,000HairdryersarrivedonJune15,andwascheckedondelivery.Muchtoourregret,wehavetocomplainaboutthequalityofthesemachineswhichseemstofallfarbelowthestandardourcustomersexpected.Theywerepoorlyfinished,shoddyandnoisy.TheyarecertainlynotasgoodasthesamplemodelsthatwewereshownwhenyourrepresentativesvisitedourcompanyinearlyMay.Shoddy:(ofgoods,work,etc.)madeordonebadlyandwithoutenoughcare粗制濫造，劣質(zhì)的Thismatteriscausingusgreatinconvenience,sincewehavenowincludedModel660inournewcatalogueandarereceivingalargenumberofenquiriesforit.Theinferiorqualityofthegoodswillputusinanembarrassedconditionsincewemaybefacedwithcomplaintsfromourcustomers.Undersuchcircumstance,wewouldlikeyoutoreducethepriceby25%,oralternatively,weshouldbepreparedtoacceptModel665asareplacementforModel660atthesameprice.Sincerelyyours,Letter4

(AReplytoComplainabouttheQualityofGoods)Situation感謝買方提請(qǐng)我們注意此事。與銷售代表溝通后獲悉，買方訂購前仔細(xì)察看過660型電吹風(fēng)樣品，了解其質(zhì)量，由于所供的是現(xiàn)貨，與樣品一模一樣。無法減價(jià)25%，因?yàn)椴粔驈浹a(bǔ)成本。但本著客戶至上的原則，決定減價(jià)10%。如復(fù)訂，則以665型代替660型，價(jià)格不變。DearSirs,WehavereceivedyourletterofJune20regardingthequalityofourModel660Hairdryers,andthankyouforyourbringingthismattertoourattention.Wediscussedthematterwithoursalesrepresentatives,Mr.LiandMr.ChenwhovisitedyourcompanyinearlyMayandshowedyouarangeofsamplesofourhairdryers.TheysaidthatyoucheckedtheModel660verythoroughlybeforedecidingtopurchaseandwereawareofthestandardofitsworkmanship.Wesuppliedthisconsignmentofhairdryersfromstockandtheyareexactlythesameinqualityasthesampleoursalesrepresentativehaveshownyou.Weregrettoinformyouwecannotallowyouadiscountof25%onthepricechargedsinceitisnotenoughtocoverourproductioncost.However,wealwaysfeelstronglythatourcustomers’satisfactionisourtoppriority.Therefore,inordermakeupforsomeoftheinconvenienceyouhavesuffered,wewouldliketomakea10%pricereduction.Forfurtherorders,wewillsupplyModel665asareplacementofModel660atthesamepricecontracted.Wewishthatthisarrangementisacceptabletoyou.Sincerelyyours,Ourcustomers’satisfactionisourtoppriority.讓客戶滿意是我們的宗旨?？蛻糁辽?。Letter5

(ComplainabouttheShortDelivery)

Situation感謝及時(shí)發(fā)貨，貨到利物浦后以及時(shí)收到。但不幸的是貨物少了20箱。請(qǐng)賣方檢查貨物在起運(yùn)港裝船的數(shù)量。由于庫存量少，急需貨物，收信后請(qǐng)空運(yùn)20箱貨，否則將以短交為由索賠5萬美元。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短裝shortinvoiced短開shortpaid短付shortcalculated少算shortweight短重Letter6

(AReplyforComplainabouttheShortDelivery)Situation為短交20箱貨致歉。檢查后發(fā)現(xiàn)，這20箱貨在安特衛(wèi)普錯(cuò)誤卸貨，現(xiàn)已安排轉(zhuǎn)運(yùn)至正確港口，3-4個(gè)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“黃河”輪運(yùn)來的縫紉機(jī)已到，檢查發(fā)現(xiàn)許多嚴(yán)重受損。考慮到是與船公司野蠻裝卸有關(guān)，向其索賠，但調(diào)查員發(fā)現(xiàn)是由包裝不當(dāng)所致。詳情見調(diào)查報(bào)告。故不得不要求你方賠償損失$27,500。相信你方會(huì)接受，將此款項(xiàng)從發(fā)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索賠(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.

我們不得不因該批貨物短重向你方索賠2100美元。

Sentencepatterns:

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

toaccept(entertain)aclaim接受索賠Wearesorrytolearnofyourcomplaintsaboutthequalityofthegoodsandarepreparedtoacceptyourclaim.我們遺憾的得知你方關(guān)于貨物質(zhì)量的意見，并準(zhǔn)備接受你方的索賠要求。Letter8

(AReplytotheClaimontheGoodsdamaged)

Situation來信收悉，并立即給予關(guān)注，仔細(xì)研究了調(diào)查報(bào)告。賣方確信損壞是由運(yùn)輸途中的非正常因素引起，賣方對(duì)此不負(fù)責(zé)任。但考慮到由買方單方面承擔(dān)損失不公平，提議損失雙方分擔(dān)。DearSirs,WehavereceivedyourletterofJuly15,informingusthatthesewingmachineweshippedtoyouarrivedinadamagedconditiononaccountofimperfectnessofourpacking.Uponreceiptofyourletter,wehavegiventhismatterourimmediateattention.Wehavestudiedyoursurveyor’sreportverycarefully.Weareconvincedthatthepresentdamagewasduetoextraordinarycircumstancesunderwhichtheyweretransportedtoyou.Wearethereforenotresponsibleforthedamage;butaswedonotthinkthatitwouldbefairtohaveyoubearthelossalone,wesuggestthatthelossbedividedbetweenbothofus,towhichwehopeyouwillagree.Sincerelyyours,

A．質(zhì)量問題（OnQuality）Thequalityofthisconsignmentisfarfrombeingsatisfactory.交付的貨物質(zhì)量遠(yuǎn)不能令人滿意。

2.Whenwecametoexaminethegoodsdispatchedbyyouon…wefoundthat…當(dāng)我們著手檢查你們……月……日發(fā)出的貨物時(shí)，我們發(fā)現(xiàn)……3.

Wearesorrytosaythatthecargohasnotturnedouttooursatisfaction.很遺憾，貨物不能令人滿意。

我們很遺憾地通知您，貴公司上次交運(yùn)的貨物未達(dá)到你們平常的標(biāo)準(zhǔn)。貨物看上去過于粗糙，且外型低劣。4.Weareverysorrytoinformyouthatyourlastshipmentisnotuptoyourusualstandard.Thegoodsseemtobetooroughlymadeandareinclinedtobeinferiorandoutofshape.延誤已給我方帶來極大不便，望函復(fù)我方何時(shí)可以發(fā)貨。

B

．延誤（Delay）1.Thisdelayhasinconveniencedusconsiderably.Weshouldappreciateitifyouwouldinformusbyreturnmailwhenwemayexpectthegoods.2.Wetrustyouwillnowconsiderthismatterseriouslyandmakeanefforttopreventthereoccurrenceofthisannoyingdelay.相信你們會(huì)認(rèn)真考慮這件事情，并努力防止再次發(fā)生類似惱人的延誤。3.Weshallholdyouresponsibleforanylosswhichoccursthroughthisdelay.由于這一延誤而帶來的任何損失均由你方承擔(dān)。WehavereceivedyourgoodscarryingourorderNo.…Uponopeningthecasewefounditcontainedcompletelydifferentarticles.關(guān)于我們的……號(hào)訂單，您交運(yùn)的貨物本公司已收到。在開箱時(shí)，我們發(fā)現(xiàn)其中的貨物跟本公司訂的完全不同。C．貨樣不符（DisaccordanceoftheShipmenttotheOriginalSample）

Yourgoodsof300camerasarrivedtoday.Onopeningthecontainerwefoundthatthegoodswereshortby…貴公司所運(yùn)來的300臺(tái)照像機(jī)于今日收到，在打開貨柜時(shí)，我們發(fā)現(xiàn)少了……臺(tái)。

D．短缺（Shortage）

E．其他（Miscellaneous）WearesurprisedtofindinyourinvoicesenttousthatyouarechargingUS$60perunitinsteadofUS$50.我們發(fā)現(xiàn)您寄來的發(fā)票中，每臺(tái)索價(jià)為60美金而不是50美金，頗為驚訝。

F．結(jié)束語（ClosingSentences）

1.Yourpromptattentionisappreciated.你方若能迅速處理此事，我們將不勝感激。2.

Weshallbegladifyouwilllookintothematteratonceandletusknowthereasonfordelay.希望你們立即調(diào)查此事，并告訴我們