对外经贸函电课程课件-Unit-12-Complaints-and-Adjustments.ppt--（课件中不含音视频）

1、Unit twelveComplaints and Adjustments抱怨与调停抱怨与调停Complaint may happen under the following circumstances:Wrong delivery of goodsLate deliveryShort deliveryGoods damagedBad qualityPrice overchargedWhen making a complaint,plan your letter as follows:(1)Referring to the receipt of relevant order,delivery,

2、etc.(2)Lodge complaints or claims(3)Refer to the inconvenience caused.(4)Suggest how the matter should be put right.Rules followed in dealing with a complaint:(1)Decide whether the complaint is justified.If yes,admit it readily,express your regret and promise to put things right.(2)If no,point out p

3、olitely.To refuse the claim offhand is not a good policy.(3)If a complaint cant be dealt with promptly,first acknowledge it.Tell the other party that you will look into it and send a full reply later.(4)Complaint should be treated seriously and investigation should be made thoroughly.Note the differ

4、ence between the impolite and polite expressions:o1.These samples are unacceptable.oThese samples are not up to your high standard.o2.We shall lose orders and hold you responsible.oThis may result in some loss of orders.o3.Replace these samples now!oWe must therefore request that you replace these s

5、amples at once.o4.If this happens again,we will never do business with you in the future!oIn the past we have always been satisfied with your products,and we trust such an incident will not occur again.Letter 1(Complain about the Wrong Delivery)oSituation o感谢及时交货。o买方提货后发现，有一箱内物与其他不同，非所订之货，所以推测该箱货属于其

6、他订单项下。o由于所订的刀具是一个产品系列，缺失将导致不完整，希望卖方尽快寄送缺失的型号。o随信附箱内物清单，货物听候处置。oDear Sirs,oThank you for your prompt execution of our Order No.21 for cutlery which arrived at Hamburg in due time.We took delivery of the goods on March 10.On examination,we found that everything appears to be correct and in good condit

7、ion except in case No.7.oWhen we opened this case we found that it contained completely different articles which we have not ordered,and we can only presume that a mistake was made and the contents of this case were for another order.oAs we need the articles to complete our range of cutlery,we must

8、ask you to arrange for the dispatch of the missing items at once.oWe attach a list of the contents in case No.7.Please check this with our order and your copy of your invoice.In the meantime,we are holding case No.7 at your disposal.Please fax to tell us what you wish us to do with it.oYours sincere

9、ly,complaint n.抱怨oto make(lodge,lay,file)a complaint with a department about sth.应某事向某部门抱怨oThe customers made complaints about the quality of the computers supplied by you.顾客对你方所供应的计算机的质量提出抱怨。oThe importer has filed a complaint with our corporation about poor packing of the goods.进口商为货物的不良包装向我公司提出抱怨

10、。complain v.oto complaint to sb.of(about)sth.oWe have to complain to you about the delay in shipment which has caused us much trouble.我们不得不向你方抱怨装船的迟误给我方造成很大的麻烦。at ones disposal供某人使用/支配，听候某人处理He had a considerable amount of cash at his disposal.他手头有可观的现金供他支配。Should we return the defective goods to yo

11、u for replacement or hold them at your disposal?我方是退回你方有缺陷的货品，还是留着让你方处理呢？Letter 2(A Reply to the Complain about the Wrong Delivery)Situationo表示歉意。o卖方调查发现，由于包装件号混淆，确实出错，正确的货物已安排发送，相关单据也将尽快寄出。o请保留箱子及箱内物，我方代理将前往领取。o对带来的不便表示歉意，并保证日后会小心执行订单。oDear Sirs,oWe are glad to know that you received the consignmen

12、t of cutlery in due time,but regret to know that case No.7 did not contain the goods you ordered.oOn going into the matter we find that a mistake was indeed made in the packing through a confusion of numbers,and we have arranged for the right goods to be dispatched to you at one.Relevant documents w

13、ill be mailed to you as soon as they are ready.oPlease keep case no.7 and its contents until called for by our agent in Hamburg who have been informed of the matter.oWe were sorry for the trouble caused by the error and wish to assure you that care will be taken in the execution of your further orde

14、rs.oSincerely yours,1.go into1)examine sth.thoroughlyHe is going into the question of long-term cover.他正在深入调查长期保险问题。2)to explain or describe sth.in detailI dont want to go into the matter now.我不想详细解释这件事。3)time,money,effort to be spent to get sth.doneYears of research have gone into this book.写这本书化了许

15、多年作研究。2.call for(1)need a particular action,demand必要，需要That kind of attitude just isnt called for.(2)ask strongly and publicly for 要求，呼吁The farmers are calling for larger government subsidies.(3)(BrE)to meet someone at their home to take them somewhere接某人Ill call for you at 8 olock.Useful phrases:go

16、 into the matter 调查此事call for需要（领取）Letter 3(Complain about the Quality of Goods Received)Situationo抱怨收到的1000只660型电吹风的质量远低于客户期望的标准。o做工粗糙，劣质、噪音大，远不如你方销售代表展示的样品。o该型号已列入产品目录，且收到大量询价，低劣的质量将让我们处境尴尬。o建议：降价25%，或以665型代替660型，价格不变。oDear Sirs,oShipment of Model TF660 Electric Hairdryer Under Order No.087oThe ab

17、ove shipment of 1,000 Hairdryers arrived on June 15,and was checked on delivery.oMuch to our regret,we have to complain about the quality of these machines which seems to fall far below the standard our customers expected.They were poorly finished,shoddy and noisy.They are certainly not as good as t

18、he sample models that we were shown when your representatives visited our company in early May.oShoddy:(of goods,work,etc.)made or done badly and without enough care 粗制滥造，劣质的oThis matter is causing us great inconvenience,since we have now included Model 660 in our new catalogue and are receiving a l

19、arge number of enquiries for it.The inferior quality of the goods will put us in an embarrassed condition since we may be faced with complaints from our customers.oUnder such circumstance,we would like you to reduce the price by 25%,or alternatively,we should be prepared to accept Model 665 as a rep

20、lacement for Model 660 at the same price.oSincerely yours,Letter 4(A Reply to Complain about the Quality of Goods)Situationo感谢买方提请我们注意此事。o与销售代表沟通后获悉，买方订购前仔细察看过660型电吹风样品，了解其质量，由于所供的是现货，与样品一模一样。o无法减价25%，因为不够弥补成本。但本着客户至上的原则，决定减价10%。o如复订，则以665型代替660型，价格不变。oDear Sirs,oWe have received your letter of June

21、 20 regarding the quality of our Model 660 Hairdryers,and thank you for your bringing this matter to our attention.oWe discussed the matter with our sales representatives,Mr.Li and Mr.Chen who visited your company in early May and showed you a range of samples of our hairdryers.They said that you ch

22、ecked the Model 660 very thoroughly before deciding to purchase and were aware of the standard of its workmanship.We supplied this consignment of hairdryers from stock and they are exactly the same in quality as the sample our sales representative have shown you.We regret to inform you we cannot all

23、ow you a discount of 25%on the price charged since it is not enough to cover our production cost.oHowever,we always feel strongly that our customers satisfaction is our top priority.Therefore,in order make up for some of the inconvenience you have suffered,we would like to make a 10%price reduction.

24、For further orders,we will supply Model 665 as a replacement of Model 660 at the same price contracted.oWe wish that this arrangement is acceptable to you.oSincerely yours,oOur customers satisfaction is our top priority.o让客户满意是我们的宗旨。让客户满意是我们的宗旨。o客户至上。客户至上。Letter 5(Complain about the Short Delivery)S

25、ituationo感谢及时发货，货到利物浦后以及时收到。o但不幸的是货物少了20箱。请卖方检查货物在起运港装船的数量。o由于库存量少，急需货物，收信后请空运20箱货，否则将以短交为由索赔5万美元。oDear Sirs,oThank you every much for sending the goods on time.We duly received the good under order No.120 on arrival of s.s.“Isabella”at Liverpool.oUnfortunately,we found that there were only 80 cases

26、,that is to say,20 cases are lost.Please check whether the right quantity of goods(100 cases)have been loaded on ship at the port of shipment.oWe are in urgent need of the products as we have few stocks at present.You are kindly requested to ship 20 cases by air soon upon receipt of this email.Other

27、wise,we have to raise a claim of$50,000 for the short delivery.oWe hope the matter will have your special attention.oSincerely yours,oshort delivered 短交oshort shipped短装oshort invoiced短开oshort paid短付oshort calculated少算oshort weight短重Letter 6(A Reply for Complain about the Short Delivery)Situationo为短交

28、20箱货致歉。o检查后发现，这20箱货在安特卫普错误卸货，现已安排转运至正确港口，3-4个工作日后能到。o再次深致歉意。oDear Sirs,oWe have received your email of 5th of this month,and regret to know about the short delivery of 20 cases of the shipment against the order No.120.We are quite sorry for the missing cases.oAfter careful check,we found that there

29、were 20 cases unloaded in error at Antwerp.However,we have already arranged for the transshipment of the goods to the correct port.The related officials confirmed that the missing cases will reach your port in 3 to 4 working days.oWe deeply apologize for the inconvenience that was caused to you.oSin

30、cerely yours,Letter 7(Claim on the Goods damaged Due to improper Packing)Situationo由“黄河”轮运来的缝纫机已到，检查发现许多严重受损。o考虑到是与船公司野蛮装卸有关，向其索赔，但调查员发现是由包装不当所致。详情见调查报告。o故不得不要求你方赔偿损失$27,500。相信你方会接受，将此款项从发票中扣除。oDear Sirs,oThe consignment of sewing machine you shipped by s.s.“Yellow River”on May 15 arrived here yeste

31、rday.On examination,we have found that many of the sewing machines are severely damaged.oConsidering this damage was due to the rough handling by the steamship company,we claimed on them for recovery of the loss,but an investigation made by the surveyor has revealed that the damage is attributable t

32、o improper packing.For further particulars,we refer you to the surveyors report enclosed.oWe are,therefore,compelled to claim on you to compensate us for the loss of$27,500 which we have sustained by the damage to the goods.oWe trust that you will be kind enough to accept this claim and deduct the s

33、um claimed from the amount of your next invoice to us.oYours sincerely,claim 索赔o(1)v.oBuyers have claimed on/upon us for short shipment/inferior quality.oWe cannot but claim on you for the recovery of the loss.oWe reserve the right to claim compensation from you for any damage.o(2)n.to submit/file/r

34、aise/make/lodge/enter/put in/register a claim against sb./with insurance company on shipment/goods for reason for a certain amount.We have to lodge a claim against you on this shipment for$2,100 for short weight.我们不得不因该批货物短重向你方索赔2100美元。Sentence patterns:to submit/file/raise/make/lodge/enter/put in/r

35、egister a claim against sb/with insurance company on shipment/goods for reason for a certain amount.oto accept(entertain)a claim 接受索赔oWe are sorry to learn of your complaints about the quality of the goods and are prepared to accept your claim.o我们遗憾的得知你方关于货物质量的意见，并准备接受你方的索赔要求。Letter 8 (A Reply to th

36、e Claim on the Goods damaged)Situationo来信收悉，并立即给予关注，仔细研究了调查报告。o卖方确信损坏是由运输途中的非正常因素引起，卖方对此不负责任。o但考虑到由买方单方面承担损失不公平，提议损失双方分担。oDear Sirs,oWe have received your letter of July 15,informing us that the sewing machine we shipped to you arrived in a damaged condition on account of imperfectness of our packin

37、g.oUpon receipt of your letter,we have given this matter our immediate attention.We have studied your surveyors report very carefully.oWe are convinced that the present damage was due to extraordinary circumstances under which they were transported to you.We are therefore not responsible for the dam

38、age;but as we do not think that it would be fair to have you bear the loss alone,we suggest that the loss be divided between both of us,to which we hope you will agree.oSincerely yours,Exerciseo1.我们刚收到贵公司发出的一批个人电脑,经过检查，我们发现货物与原样并不相符。o2.我们不得不提出投诉，你方于7月7日发往我方的货物有严重的瑕疵。o3.首先，感谢你方按时运送货物，我方已在迈阿密收到由“红玫瑰”轮

39、装载的货物。但经开箱检查货物后，我们遗憾的发现货物已经受潮变质。经商品检验局鉴定，受潮是因为包装不良。o4.于7月8日所订货物迟交一事，很遗憾，我们不得不抱怨。虽然，你们保证在9月中交货，但直到本周我们才收到货物，你方知道我们是在你方保证的基础上才向你们订购的。o5.货物质量不如人意，降价10%我们才愿意接受。o6.希望你方对此进行调查，五天之内给予答复，不胜感激。o7.根据检验检疫局的检验报告，我们现向你方对这批货物的质量提出索赔。o8.给贵方带来不便，对此我们深表歉意。o9.我们向你保证，我们将尽己所能，杜绝此类错误再次发生。o10.海运提单表明货物在装运的时候是完好的，很显然，损坏发生在运输途中。因此，我们很遗憾地告知你方，我们无法接受你方的索赔。o11.你方声称货物的质量不达原始样品的标准，并要求我们在合同价格上降价10%。我方认为这要求不合理，因为在装转运前我们寄了货样，并未收到你发异议，于是认为货物可以接受。o12.只是我们所能做出的最大让步，如你方不同意我方建议，我们建议通过仲裁来解决问题。o13.我们素来重视客户意见。本着这以原则，我们乐意以净成本价更换受损零件。