商務(wù)英語寫作Complaints and Claims

1、Chapter FiveComplaints and ClaimsWhy people complain ?Damaged or defective goodsDamaged or defective goodsLate deliveryLate deliveryPoor qualityPoor qualityIncorrect billsIncorrect billsDelivery mistakesDelivery mistakes1.What is the complaint letter?A complaint letter, also known as a claim, A comp

2、laint letter, also known as a claim, informs a business that an error has been informs a business that an error has been made or that a defect has been made or that a defect has been discovered concerning a product or discovered concerning a product or service.service.A complaint letter is also serv

3、ed as a A complaint letter is also served as a legal document notifying the recipient legal document notifying the recipient that a correction or adjustment is being that a correction or adjustment is being requested. requested. 2.What is the aim of a complaint letter?Express dissatisfactionExpress

4、dissatisfactionAsk for solutionAsk for solution3. The general plan for complaint letter1. Begin directly. Tell what is wrong.1. Begin directly. Tell what is wrong.2. Give detailed description as to the damage,2. Give detailed description as to the damage, loss or inconvenience incurred. loss or inco

5、nvenience incurred.3. Name specific actions to correct the 3. Name specific actions to correct the problems and politely mention strong terms if you problems and politely mention strong terms if you fail to get a satisfactory reply.fail to get a satisfactory reply.4. End positively-friendly but firm

6、.4. End positively-friendly but firm.Exercise: Rearrange the sentences a. a. We are sure this was just carelessness in checking We are sure this was just carelessness in checking and that you will send another shipment of blouses and that you will send another shipment of blouses promptly to replace

7、 this faulty mptly to replace this faulty one.b. b. There are also open seams on many of the sleeves. There are also open seams on many of the sleeves. c. c. The last shipment of 100 dozen blouse, ordered on The last shipment of 100 dozen blouse, ordered on March 23,is unsatisfactory and we c

8、annot accept it.March 23,is unsatisfactory and we cannot accept it.d. d. The collars are noticeably uneven on some of the The collars are noticeably uneven on some of the blouses.blouses.e. e. We are sorry to have to complaint about your usually We are sorry to have to complaint about your usually v

9、ery fine merchandise.very fine merchandise.The first paragraph you should setting the The first paragraph you should setting the background for your complaint.background for your complaint.We are sorry to inform you thatWe are sorry to inform you thatIt is with great regret that we have to inform yo

10、u It is with great regret that we have to inform you thatthat. .I want to inform you of my dissatisfaction withI want to inform you of my dissatisfaction with. .I am writing to you concerning a problem that has I am writing to you concerning a problem that has arisen fromarisen from. .1). The Openin

11、g 2). The BodyThe body should include the details about The body should include the details about the complaint.the complaint.It should state clearly what exactly you want It should state clearly what exactly you want the company to do to rectify the situation.the company to do to rectify the situat

12、ion.Directions: Details The 500 computers we ordered arrived today. The 500 computers we ordered arrived today. On opening the containers we found that On opening the containers we found that there were short of 30 sets. there were short of 30 sets. The goods we ordered from you on June 6 The goods

13、we ordered from you on June 6 havenhavent arrived yet.t arrived yet.We are disappointed to find that the item We are disappointed to find that the item delivered dondelivered dont match the samples.t match the samples.Directions: Recommendation I should be obliged if you would replace the I should b

14、e obliged if you would replace the goods you delivered with the correct ones.goods you delivered with the correct ones.I trust you will arrange for a new invoice to I trust you will arrange for a new invoice to be issued in the near future.be issued in the near future.I should appreciate your lookin

15、g into this I should appreciate your looking into this matter and arranging for delivery within the matter and arranging for delivery within the next three days.next three days.Express confidence that the recipient will grant Express confidence that the recipient will grant your request.your request

16、.I hope we can solve this problem in a mutually I hope we can solve this problem in a mutually agreeable way.agreeable way.Thank you for your assistance and cooperation in Thank you for your assistance and cooperation in this matter.this matter.I look forward to hearing from you.I look forward to he

17、aring from you.I hope to continue a positive relationship with your I hope to continue a positive relationship with your company and in the pany and in the future.3). The ClosingUseful sentence patterns1. Describe the problem1) We checked some of the items and found they were in damaged condition.2)

18、 It contained articles different from what we have ordered.3) The quality of this lot of goods is so far below the standard that we cannot use them for our purpose.4) We are disappointed to find that the items delivered dont match the samples.5) Delivery of the goods ordered on March 3 is now consid

19、erably overdue.2. Name specific actions to remedy the problem1) Please send us the replacement no later than June 20.2) We would like someone to come and fix it now.3) Please look into this matter at once and let us know the reasons for the delay.4) We hope that the goods will be sent immediately.3.

20、 Courteous demand for action1) We shall be glad to learn from you that you are preparing to make some allowance for the damage.2) We would be much pleased that the case be settled on an amicable basis.3) In view of our friendly business relations, we are sure that the matter will be settled appropri

21、ately.4) We are looking forward to a satisfactory conclusion of the matter.5) Your quick dispatch will be most appreciated.4. Strong demand for action1) If you cannot deliver the goods within ten days, well reluctantly turn this matter to our attorney.2) Unless your assignment reaches us no later th

22、an, we will cancel our order.3) If you cannot provide qualified goods within 3 days, well ask for a refundment.4) Youll have to make compensation for all our costs.5) I hereby inform you that I am lodging a formal complaint with your company.Exercises: translation1.1. 請(qǐng)立即對(duì)此事進(jìn)行調(diào)查請(qǐng)立即對(duì)此事進(jìn)行調(diào)查, ,盡早通知我們遲延

23、的原因。盡早通知我們遲延的原因。Please look into this matter at once and let us Please look into this matter at once and let us know the reasons for the delay at the early date.know the reasons for the delay at the early date.2. 2. 我希望在三周內(nèi)收到你們關(guān)于此問題的答復(fù)和我希望在三周內(nèi)收到你們關(guān)于此問題的答復(fù)和解決方案解決方案, ,否則我將轉(zhuǎn)交消費(fèi)者委員會(huì)作進(jìn)一步調(diào)否則我將轉(zhuǎn)交消費(fèi)者委員會(huì)作進(jìn)一步

24、調(diào)查。查。I look forward to your reply and resolution of the I look forward to your reply and resolution of the complaint and will allow three weeks before complaint and will allow three weeks before referring it to the consumer agency.referring it to the consumer agency. 3. 3. 對(duì)于使用你們產(chǎn)品造成的諸多不便，我希對(duì)于使用你們產(chǎn)品

25、造成的諸多不便，我希望獲得望獲得320320元的賠償。元的賠償。I would appreciate being refunded in the I would appreciate being refunded in the amount of three hundred and twenty amount of three hundred and twenty yuanyuan for the discomfort and trouble for using for the discomfort and trouble for using your product.your product

26、.4. 4. 此次去信是想說明我于此次去信是想說明我于20062006年年9 9月月1010日在日在KingKings sStore Store 購買的貴公司的購買的貴公司的DVDDVD機(jī)所出現(xiàn)的問題。機(jī)所出現(xiàn)的問題。I am writing to you concerning a problem that has I am writing to you concerning a problem that has arisen from the purchase of one of your DVD arisen from the purchase of one of your DVD sel

27、ections on September 10,2006 at Kingselections on September 10,2006 at Kings Store.s Store.5. 5. 對(duì)于我的問題我希望能盡快獲得答復(fù)，這樣將對(duì)于我的問題我希望能盡快獲得答復(fù)，這樣將來我仍然會(huì)選擇貴公司的產(chǎn)品及服務(wù)。來我仍然會(huì)選擇貴公司的產(chǎn)品及服務(wù)。I would like nothing more than a quick solution I would like nothing more than a quick solution for my problem so that I may stil

28、l be a customer for my problem so that I may still be a customer of yours in the future.of yours in the future.親愛的先生： 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:Dear sir:

29、Dear sir:The 100 Coffee Sets supplied to the above order were The 100 Coffee Sets supplied to the above order were delivered yesterday, but we regret that 15 sets were delivered yesterday, but we regret that 15 sets were badly damaged.badly damaged.The package containing the coffee sets appeared to

30、The package containing the coffee sets appeared to be in good condition and we accepted and signed for be in good condition and we accepted and signed for them. We unpacked the box with great care and them. We unpacked the box with great care and found there were not enough shock-proof pads. We foun

31、d there were not enough shock-proof pads. We assume this is the cause for the damage. assume this is the cause for the damage. We hope you will replace the 15 sets as soon as you We hope you will replace the 15 sets as soon as you can. Meanwhile we have put the damaged coffee sets can. Meanwhile we

32、have put the damaged coffee sets aside in case you need them to support a claim to aside in case you need them to support a claim to your suppliers for compensation.your suppliers for compensation.We look forward to hearing from you soon!We look forward to hearing from you soon!Yours sincerely,Yours

33、 sincerely,Writing a letter under the following situationSituation:The office bought a photocopier last week. But it didnt work. Ms. Zhang returned it to the store but failed to get the money back. So she wrote a complaint letter to Mr. Black, manager of the store.Dear Mr. Black:Dear Mr. Black:I wan

34、t to inform you of our dissatisfaction with I want to inform you of our dissatisfaction with your service.your service.Last week our company bought a photocopier at your Last week our company bought a photocopier at your store and when I got it in office, it did not work. store and when I got it in

35、office, it did not work. When I tried to return it to the store, I was told When I tried to return it to the store, I was told that I could not get my money back, but had to write that I could not get my money back, but had to write to the headquarter of your company.to the headquarter of your company.The sign in your store says that money is refundable The sign in your store says