商務(wù)英語寫作7日常投訴與索賠

2023/11/231BUSINESSWRITING

商務(wù)英語寫作2023/11/232

Chapter7

RoutineClaimsandAdjustment

日常投訴與理賠2023/11/233Introduction

IdealcaseInanidealbusinesstransaction,everythingisdoneandcheckedcarefullywithdetailsofordersandoffers,thequalityofthegoodssupervised,anddeliveringofthegoodspromptandaccurate.Nomistakeismadeandnothingiswrong.ProblematicCaseHowever,errorsdosometimesoccur.Customerssometimesreceivethegoodsofinferiorqualityorwrongones.Theymayreceiveseasonalorderstoolatetobeusefulorprofitable.Ortheymayfindthegoodsdamaged,missingorshort.Undersuchconditionsandmanyothers,customersmaymakeacomplaintorfileaclaimagainstthesupplier.2023/11/2342023/11/235Claims:goodorbadnews?Generally,complaintsandclaimssituationsarebad-newssituations.Whenthenewsisbad,aletterintheindirectorderisusuallyappropriate.Butclaimletterscanbedividedintotwogroups:routineclaimsandpersuasiveclaims.

(possiblybecauseofguarantees,warranties,orothercontractualconditions)routinepersuasive2023/11/236Assume

thatarequestwillbegrantedquicklyandwillingly,sosuchlettersaremosteffectiveinthedirectorder,formostbusinesspeoplewanttopleasetheircustomers.Whencustomersaren’tpleased,

businesseswanttoknowaboutitandtomakenecessaryadjustment.Anyhow,makingcomplaintsandclaimsisnotapleasantbusinessandneedstobewellplannedanddocumented.Howcanyourcomplaintsandclaimsreceivebestadjustmentyoudesired?2023/11/237Guidelines:

Begindirectly.Tellwhatiswrong.Identifythesituation(invoicenumber,productinformation,etc.)inthetext.Describethestoryinaclearandorganizedway.Presentenoughfactstopermitadecision.Namespecificactionstocorrecttheproblemandpolitelymentionstrongtermsifyoufailtogetasatisfactoryreply.

Endpositively,friendlybutfirm.2023/11/238RulesforWritingComplaintsandClaims1.Complainorclaimimmediately.2.Addressthereaderpolitely.3.Explaintheproblemclearlybyprovidingspecificdetails.4.Makeaspecificrequest.2023/11/2310LetterA

ClaimontheWrong

Component

DearMr.Phillips:

WouldyouimmediatelyreplacethevisualsoftwareforXP5030withthatforXP5645whichwehavepaidfor.

OnJune14,wepurchasedtheofficecommunicationsystemXP5645fromyoursalesrepresentativeJohnWindsor.Asyourfilemayshow,wepaid$4,500forit,whichis$200morethanforXP5030.Thatpaymentincludesfreeinstallmentand6monthstrialperiod.2023/11/2311

Thesoftwareyousentusoperatedwellatthebeginning,butthesystemrefusedtoworkaftertwoweeks.Aftercarefulexamination,wefoundwhatyousentusisforXP5030,notforXP5645wepurchased.

IcalledMr.Windsorthatsameday,June28.Hesaidhewasbusynegotiatingwithanotherclientatanothercity.Hepromisedtoarrangepeopletoreplaceit.Sixdayshaspassed,butnothinghappens.

Itisurgentthatyouadjusttheissuebysending2023/11/2312

personneltoreplacethesoftwareandinstallthesystemagain.Thecollapseofthesystemhascausedseriousproblemsinournormaloperation.ThereplacementisexpectednolaterthanJune30.

Pleasecallmeat02-30-5422818anytimebefore4p.m.I’mconfidentthatyouareseriousaboutthematter.IfIhaven’treceivedyourcallby12:00onThursday,June30,Iwillreluctantlyturnthisissuetomylawyerforactionsagainstyou.

Weappreciateyourpromptaction.

Sincerelyyours,2023/11/2313Adjustment

:goodnewsWhenyougetacomplaintorclaim,youmayeithergrantanadjustmentorrejectitdependingonthecircumstances.Whenyougrantanadjustment,thesituationisahappyoneforyourcustomer.Youarecorrectinganerror.Youaredoingwhatyouwereaskedtodo.Asinotherpositivesituations,aletterwritteninthedirectorderisappropriate.AdjustmentsSlogan----Settletheproblemandkeepthecustomer!Suggestions:1.Replypromptly

Prompt2.Showunderstanding3.Betactful4.SeriousyetCourteous2023/11/2315Thedirect-orderplanfollowsthesegeneralsteps:Begindirectly—with

thegoodnews.Incidentally

identifythecorrespondencethatyouareanswering.Avoidnegativesthatrecalltheproblem.Regainlostconfidencethroughexplanationoraction.Endwithafriendly,positivecomment.2023/11/2316LetterB

LetterofAdjustment

DearMrs.Williams:

YourrepairedvideogameisbeingreturnedbyUPS,andyoushouldreceiveitwithinaweek.Skilledengineersmadeyourvideogamealmostasgoodasnew.

RecentlyPaceElectronichasacquiredtheassetsofFourStarGamesandhasbecomeresponsibleforrepairsunderwarranties.Nowyoucanbeassuredofpromptandreliableservice.Anyfuturerepairscanbemadebyoneofthedealersofourexpandednetwork(seeenclosedsheet).2023/11/2317

Alsoenclosedisabrochureshowingsomeofourexcitingnewproducts,aswellasFourStar’soldfavorites.Youcanorderbymail,usingtheorderforminthebrochure,orcall1-800-877-PACE.Welookforwardtohelpingyouenjoyyourvideogame.

Sincerely,

PaulBilenikoff

TechnicalServices

Enclosures2023/11/2318QuestionsforComprehension1.

Whatkindoforderdoesclaimletteradopt?2.

Howdoestheauthorofadjustmentbeginhis/herletter?3.

Dotheclaimclearlystatetheproblems?4.

Howdoeseachauthorarrangethebodyofhis/herletter?5.

Isthetoneofeachletterpoliteandconsiderate?6.

Howdoeseachauthorendhis/herletter?7.

What’sthepurposeofeachletter?8.

Doeseachletterstateclearlyitsexplanation?9.

What’syourimpressionontheseletters?10.

Sumuptherequirementsforwritingroutineclaimsandadjustments.

2023/11/2319DirectClaimLetter

DearGoodVibes:

YoucallyourselvesGoodVibes,butallI’mgettingfromyourserviceisbadvibes!I’mfuriousthatyouhaveyoursalespeopleslipinunwantedservicewarrantiestoboostyoursales.

ContrastPoor1.發(fā)泄不滿2.抱怨對方銷售人員的過失。

GoodVibes

良好的共鳴,好感

2023/11/2320

WhenIboughtmyPanasonicVCRfromGoodVibes,Inc,inAugust,IspecificallytoldthesalespersonthatIdidNOTwantathree-yearservicewarranty.ButthereitisonmyVISAstatementthismonth!YoupeoplehaveobviouslybilledmeforaserviceIdidnotauthorize.

Irefusetopaythischarge.

4.自己對問題的態(tài)度。3.問題產(chǎn)生的過程。2023/11/2321

Howcanyouhopetostayinbusinesswithsuchfraudulentpractices?

IwasexpectingtoreturnthismonthandlookatCDplayers,butcanyoubesurethatI’llfindanhonestdealerthistime?

Sincerely,5.對對方提出疑心。6.表示自己可能再次購置,暗示對方這次要老實。fraudulentpractices徇私舞弊；欺詐

2023/11/23221201Lantana.CourtLakeWorth,FL33461

September3,2021Mr.SamLee,CustomerServiceGoodVibes,Inc.200353rdStreetWestPalmBeach,FL33407DearMr.Lee:

PleasecreditmyVISAaccount,No.0000-0046-2198-9421,tocorrectanerroneouschargeof$299.Improved1.提出請對方改正錯誤的方法。2023/11/2323

OnAugust8，

IpurchasedaPanasonicVCRformGoodVibes,Inc.Althoughthesalespersondiscussedathree-yearextendedwarrantywithme,Idecidedagainstpurchasingthatservicefor$299.However,whenmycreditcardstatementarrivedthismonth,Inoticedanextra$299chargefromGoodVibesInc.IsuspectthatthischargerepresentsthewarrantyIdeclined.2.詳述問題發(fā)生的過程和及其可能原因。2023/11/2324

EnclosedisacopyofmysalesinvoicealongwithmyVISAstatementonwhichIcircledthecharge.Pleaseauthorizeacreditimmediatelyandsendacopyofthetransactiontomeattheaboveaddress.

I’menjoyingallthefeaturesofmyPanasonicVCRandwouldliketobeshoppingatGoodVibesforaCDplayershortly.

Sincerely,

KeithCortez

Enclosure3.提出具體改正方法。4.表揚產(chǎn)品性能，表達(dá)再次光臨的愿望。2023/11/2325這是一封因?qū)Ψ秸`收效勞費提出投訴的信函。寫這封信的目的,主要是讓對方退回誤收的款項。第一封信開頭段就表示強(qiáng)烈的不滿情緒，整片在抱怨，指責(zé)對方，使用的負(fù)面語言如badvibes，furious，以及fraudulentpractices等，語氣太重了，不利于雙方友好感情，無助于問題的解決。主體段簡要地說明了抱怨的理由，指出問題---收取了作者未授權(quán)的效勞費用，因而要求退付，信函中沒有提及賬戶以及金額，為了搞清楚這些，對方可能不得不花一些時間。第二封信，在開頭就明確要求對方在Visa賬戶貸記299元，以改正錯誤的收費。并給出Visa賬號。讀者一看就知道要求他做什么，然后講明問題發(fā)生的過程，同時附上銷售發(fā)票和Visa賬單，處處表達(dá)為對方著想，結(jié)尾，贊揚產(chǎn)品的性能，暗示對對方的信任，有利于雙方的友好感情的維系，為自己接下去購置CD做了鋪墊。2023/11/23262.LettersofAdjustment

DearKeithCortez

Iamsorrytoknowthatyouareangrywithusforthemistakeoursalespersonmade.

AfterreceivingyourletterIcheckedthematter.Thesalespersonsupposedthatyouwantedthethree-yearextendedwarrantyservice,soheincludedadditional$299inthecharge.

Iamsorryforthemistakeandtheincontinencethathascausedyou.Ihopeyoucanunderstandandamlookingforwardtoyourearlyreply.

Sincerelyyours

TonyLee

SalesmanagerPoor

1.為錯誤抱歉。2.解釋問題產(chǎn)生的可能原因。3.為錯誤再次抱歉4.希望對方理解，并盼望回復(fù)。2023/11/2327

DearKeithCortez

$299hasbeencreditedtoyourVISAaccount,No.0000-0046-2198-9421thismorning.

Mr.Cortez,itistruethattheextra$299chargewasforathree-yearextendedwarranty.Iamsorryforthemistakeoursalespersonmadeinthetransaction.Thoughaccordingtosomecustomers,spending$299fortheservicemaysaveyou$500forrepairchargeinthefuture,yourdecisionshouldberespectedandexecuted.

Mr.Cortez,WearegladyouareenjoyingallthefeaturesofyourPanasonicVCR,andexpecttoprovideyouwithaCDplayerthatyouwilllikebest.

Sincerely

TonyLee

SalesmanagerImproved1.告知錯誤已經(jīng)得到糾正。3.暗示銷售人員并無惡意,成心無視對方?jīng)Q定。2.說明問題產(chǎn)生的原因。

4.提及產(chǎn)品性能,進(jìn)行促銷。

2023/11/2328這是封容許退回多收取的效勞費的理賠信。對對方來說，這是個好消息，一般應(yīng)采取直接法寫作。第一封信的開頭不太明確，在抱歉，但抱歉的理由含混。主體段講明原因，但沒給品名和賬戶。結(jié)尾再次抱歉。信中始終沒有提及糾正錯誤的方法，反復(fù)抱歉對對方來說沒有意義。第二封信開頭就告訴對方，改正錯誤的具體做法，退299元。然后講明事情發(fā)生的可能原因,即包括三年的超期維修對用戶來說是劃算的，暗示銷售人員這樣做也是為你好，既然你不需要，我們尊重你的選擇。結(jié)尾，提及對方對已購置的VCR的滿意之處，并期望為對方提供最令他們滿意的CD。信的作者既滿足對方的要求，又促銷了自己的產(chǎn)品。2023/11/2329

ClaimOpeningWouldyouimmediatelyreplacethevisualsoftwareforXP5030withthatforXP5645whichwehavepaidfor.1.提出請對方改正錯誤的方法。2023/11/2330TheconsignmentoftheclothingmaterialsweorderedonAugust10isnotthequalityasshowninthesamples.

Theconsignmentarrivedyesterday,butoncheckingthematerialswiththesamplesyousentus,wearesurprisedtofindthattheydonotmatcheachother.Theirqualityseemsinferiortothesamples,sotheydonotmeetourcustomers’requirement.2.點名問題。3.具體說明問題所在。2023/11/2331Wehaven’tgotthepersonalcomputersweorderedonJune3.

OnJune3,weplacedanorderfortensetsofpersonalcomputers.Whenwediscussedthematterondelivery,youpromisedthatitwouldbemadebeforeJune20.However,itis10dayspastthedeadline,andyourgoodsstillhavenotreachedus.1.點名問題。2.詳述問題。2023/11/2332AdjustmentOpeningThecorrectconsignmentoftheclothingmaterialwillreachyouwithin20days.

1.告知錯誤已經(jīng)糾正。2023/11/2333ThankyouforyourletterofMarch3rd

andwewilltakecareofyourbroken-downsewingmachines.

1.感謝對方來函。2.說明接受對方的投訴。2023/11/2334YoucallyourselvesGoodVibes,butallI’mgettingfromyourserviceisbadvibes!I’mfuriousthatyouhaveyoursalespeopleslipinunwantedservicewarrantiestoboostyoursales.

1.發(fā)泄不滿。2.抱怨對方銷售人員的過失。2023/11/2335PleasecreditmyVISAaccount,No.0000-0046-2198-9421,tocorrectanerroneouschargeof$299.OnAugust8，

IpurchasedaPanasonicVCRformGoodVibes,Inc.Althoughthesalespersondiscussedathree-yearextendedwarrantywithme,Idecidedagainstpurchasingthatservicefor$299.However,whenmycreditcardstatementarrivedthismonth,Inoticedanextra$299chargefromGoodVibesInc.IsuspectthatthischargerepresentsthewarrantyIdeclined.1.提出請對方改正錯誤的方法。2.詳述問題發(fā)生的過程和及其可能原因。2023/11/2336Iamsorrytoknowthatyouareangrywithusforthemistakeoursalespersonmade.AfterreceivingyourletterIcheckedthematter.Thesalespersonsupposedthatyouwantedthethree-yearextendedwarrantyservice,soheincludedadditional$299inthecharge.1.為錯誤抱歉。2.解釋問題產(chǎn)生的可能原因。2023/11/2337$299hasbeencreditedtoyourVISAaccount,No.0000-0046-2198-9421thismorning.

Mr.Cortez,itistruethattheextra$299chargewasforathree–yearextendedwarranty.Iamsorryforthemistakeoursalespersonmadeinthetransaction.Thoughaccordingtosomecustomers,spending$299fortheservicemaysaveyou$500forrepairchargeinthefuture,yourdecisionshouldberespectedandexecuted.

1.告知錯誤已經(jīng)得到糾正。2.說明問題產(chǎn)生的原因。3.暗示銷售人員并無惡意,成心無視對方?jīng)Q定。2023/11/2338UsefulSentencePatterns2023/11/2339A.Claims

1.Describetheproblem1)Onexamination,wefoundallthegoodswerewetted.經(jīng)檢驗，我們發(fā)現(xiàn)所有的貨物都已受潮。2)Wecheckedsomeoftheitemsandfoundtheywereindamagedcondition.我們檢查了局部產(chǎn)品，發(fā)現(xiàn)它們已嚴(yán)重受損。3)Itcontainedarticlesdifferentfromwhatwehaveordered.這批貨物與我們訂購的物品不符。4)ThegoodsweorderedfromyouonJune6haven’tarrivedyet.我們6月6日訂購的貨物至今仍未到達(dá)。5)Thequalityofthislotofgoodsissofarbelowthestandardthatwecannotusethemforourpurpose.這批貨物的質(zhì)量遠(yuǎn)遠(yuǎn)低于標(biāo)準(zhǔn)，我們無法使用。2023/11/23406)Wearedisappointedtofindthattheitemsdelivereddon’tmatchthesamples.我們遺憾地發(fā)現(xiàn)所運貨物與樣品不符。7)Yourincorrectdeliveryhascausedagreatdealoftroubletous.你們的錯誤給我們帶來了巨大的麻煩。8)DeliveryofthegoodsorderedonMarch3isnowconsiderablyoverdue.3月3日訂購的貨物的交付時間現(xiàn)已逾期甚久。9)Thegoodsarenotuptothestandard.貨物沒有到達(dá)標(biāo)準(zhǔn)。10)Weregretthatonly20setshavebeenreceivedtodatewhereasourorderindicates25.我方非常抱歉地通知您，迄今為止我們只收到了20臺貨物，而我們訂購的是25臺。2023/11/23412.

Namespecificactionstoremedytheproblem1)

Wouldyoupleasesendsomeonetorepairittoday?

您能今天就派人來修理嗎？2)

PleasesendusthereplacementnolaterthanJune20.

請于6月20日之前將替換品送來。3)

Wewouldlikesomeonetocomeandfixitnow.

我們希望現(xiàn)在有人來進(jìn)行修理。4)

Pleaselookintothismatteratonceandletusknowthereasonsforthedelay.

請立即對此事進(jìn)行調(diào)查，盡早通知我們遲延的原因。5)

Wehopethatthegoodswillbesentimmediately.

希望貨物即刻發(fā)運。2023/11/23423.Courteousdemandforaction1)Weshallbegladtolearnfromyouthatyouarepreparingtomakesomeallowanceforthedamage.希望貴方能對我方造成的損失做出補(bǔ)償。2)Wewouldbemuchpleasedthatthecasebesettledonanamicablebasis.誠望此事友好解決。3)Inviewofourfriendlybusinessrelations,wearesurethatthematterwillbesettledappropriately.鑒于我們之間友好的業(yè)務(wù)關(guān)系，我方相信此事定會得到妥善解決。4)Wearelookingforwardtoasatisfactoryconclusionofthematter.我方期待此事有一個令人滿意的結(jié)局。5)Yourquickdispatchwillbemostappreciated.請盡快發(fā)運，我方不勝感謝。2023/11/23434.

Strongdemandforaction1)

Ifyoucannotdeliverthegoodswithintendays,we’llreluctantlyturnthismattertoourattorney.

如果在10日內(nèi)不能送達(dá)貨物，我們不得不付諸法律。2)

Unlessyourassignmentreachesusnolaterthan...,wewillcancelourorder.

除非你們的貨物在……前到達(dá)，我們將取消訂單。3)

Ifyoucannotprovidequalifiedgoodswithin3days,we’llaskforarefundment.

如果在3日內(nèi)不能提供合格產(chǎn)品，我們將要求退還貨款。4)

You’llhavetomakecompensationforallourcosts.

你們要賠償我們的全部損失。5)

IherebyinformyouthatIamlodgingaformalcomplaintwithyourcompany.

特此通知貴方，我公司將正式投訴貴公司。2023/11/2344B.Adjustment(beginning)1)...shouldreachyouinthreedays...……應(yīng)該在三天內(nèi)到達(dá)你處。2)Theattachedcheckfor...isNewton’swayofassuringyouthatyoursatisfactionisveryimportanttous.通過隨信所寄的……支票，牛頓公司向您保證您的滿意對我們十分重要。3)By...(time),yourthreeDoveBicyclesshouldreachyouat...shop.在……日之前，您訂購的三臺飛鴿牌自行車將到達(dá)……商店。2023/11/2345PatternsandSubstitutions1.ThequalityofthegoodsshippedagainstourorderNo.9823hasbeenfoundnotinconformitywiththeagreedspecification.我們發(fā)現(xiàn)，根據(jù)我方第9823號訂單運來的貨物質(zhì)量與議定規(guī)格不符。2023/11/2346PatternsandSubstitutions2.Oncomparingthegoodsreceived,weweresurprisedtofindthatthey-arenotthesameasyoursample.-arenotuptothesamplewereceivedfromyou.-donotagreewiththeoriginalpatterns.-havenotturnedouttooursatisfaction.2023/11/2347PatternsandSubstitutions3.Uponexamination,wefoundthat-severalbaleswereseriouslydamagedowingtonegligentpacking.-16boxesweresplitopen.-youhavesentusasubstitutearticleinsteadofwhatweordered.2023/11/2348PatternsandSubstitutions4.Wemuchregretthatwehavetocomplainaboutthewayinwhichtheconsignmentjustreceivedhasbeenpacked.來貨剛剛收到，但我們對這批貨的包裝不得不提出投訴，深感遺憾。2023/11/2349PatternsandSubstitutions5.Wehaveexaminedthegoodsdulyreceivedandfound-thepackingwassoaked.-halfthegoodsbroken(torn,beyondrepair,unusable,unsaleable)-CaseNo.3&No.6arebrokenandtheircontentsbadlydamaged.-35piecesweremissingtherestunfitforuse.2023/11/2350PatternsandSubstitutions6.Weverymuchregrettopointoutthatashortageinweightof430lbs.wasnoticedwhenthefoodarrived.我們遺憾地指出，食物到達(dá)時發(fā)現(xiàn)短重430磅。2023/11/2351PatternsandSubstitutions7.Afterinspection,wefoundthat-yourshipmentofourorderNo.123wasshortinweight.-thereisashortageof535kilos,thoughthepackingremainsintact.-CaseNo.32onlycontains25toycarsinsteadof55onthepackinglist.2023/11/2352PatternsandSubstitutions8.WehavetoinformyouthattheDVDsetsweorderedfromyoulastmonthhavenotarrivedhere,norhaveweheardanythingfromyouconcerningtheshipment.我們不得不通知你方，上月我們所訂購的DVD機(jī)尚未到貨，亦未收到你方關(guān)于該貨的任何消息。2023/11/2353PatternsandSubstitutions9.Inviewofthis,wehavenootherchoicebuttoreturnthefaultysetstoyouandmustaskyoutoreplacethem.鑒于這種情況，我們只好將有缺陷的幾套退回，請務(wù)必予以調(diào)換。2023/11/2354PatternsandSubstitutions10.Underthesecircumstances,we-havetoreturnthegoodstoyouatyourexpenses.-requestyoutodispatchaduplicateshipmentwithinonemonth.-aresendingyoualistoftheinferiorgoodsforyourreplacement.-shallholdthegoodsatyourdisposalpendingyourreply.2023/11/2355PatternsandSubstitutions11.Itisclear,however,thatweareentitledtosomecompensation,andweshouldbegladtohearoftheallowanceyoupreparetomaketomeetthecase.

然而，我公司享有要求賠償?shù)臋?quán)利，我們希望了解你方準(zhǔn)備給予的補(bǔ)償金額，以解決此事。2023/11/2356PatternsandSubstitutions12.Ourcustomerssaythattheywouldobligeusbyretainingthesegoods-ifyouwillreducetheprice,say,by15%.-atareductio