新概念商务英语-chapter8

1、 Chapter 8 Complaint Letter & ReplyWarm upnWhat should we do when we want to complain to a business?n1. Complain to the business in person or by phone.n2. Write a complaint letter To the person whose name you were given or someone in the customer-service department.n3. complain to people outside

2、 the company, such as Better Business Bureau / local customer groups / Industrial and commercial Bureau / consumer counciln4. take legal action Bring an accusation against the companyWhen you have problems with faulty goods or services, it is often a good idea to put the details of your complaint in

3、 writing. Letters of ComplaintLetters of Complaint 110, Nanyuan Road, Taicang, 201800 Dec. 23420, Renmin Road,Five Star Shopping Mall ,Shanghai, 201800Dear Sir or Madam, I venture to write to complain about the quality of the digitalcamera Model TV210 I bought last Friday at your store. During the f

4、ive days the camera has been in my possession, problems have emerged one after another. The screen is always black, making the camera no different from a traditional one. Therefore, I wish to exchange it for another camera or declare a refund. I will appreciate it if my problem receives due attentio

5、n. Yours sincerely, Wang LanThe inside addressThe salutation bodyThe complimentary closeThe signatureTyped nameThe heading, including the dateFormat of a Format of a letterletterrelated words & expressionsncomplain against sb. about sth. 投诉投诉.nput up with / bear / tolerate 忍受忍受nbreak down 损坏损坏 n

6、fault / defect 缺陷缺陷nawful 糟糕的糟糕的npoor service 糟糕的服务糟糕的服务nout of ones expectation 令某人大失所望令某人大失所望nlook into / investigate 调查调查nmatter 事件事件nsolve 解决解决nreplacenrefundUseful Sentence Patterns开头1. I am writing this letter to complain about 2. On April 11 our order for was duly received, but we regret to s

7、ay that were seriously damaged.3. I bought from your shopping mall last Monday, but now I found a defect in中间1. The problem has greatly affected my daily life and caused a loss to my business.2. This is more than I could bear / tolerate.4. I was shocked at the unpleasant situation in my flat.结尾1. Ca

8、n you please arrange to deliver a new as soon as possible?2. We should be glad if you would replace as soon as possible.3. I would like to have a refund or a replacement.4. I hope that my problem will get your consideration. Letters of com plaint usually include the following stages: Making a compla

9、int + explain the problem + background (what, when, where, color, model no.) + how you suffered ( if necessary)Action required (replace the faulty goods, refund the money, repair the goods) with deadline Closing State that you look forward to hearing from them soon and that you appreciate their help

10、.Making a complaint + background: + problem: + how you suffered: Action required Closing what eg.DVD player when last weekwhere in your shopdefect, no imagestill waitingdeliver a new DVD player Dec. 23Dear Sir or Madam,_(我我写信投诉）写信投诉）a camera which I bought in your shop last month. I took some photos

11、 with it. But when I got home and had the film developed, I found no pictures at all._（我对此很不满意）（我对此很不满意）. I have already sent the camera back to you by post and strongly insist that_. Yours sincerely, Wang LanPractice nowI am writing this letter to complain aboutI am very upset about ityou refund me

12、 as soon as possible你上星期五在商店买了台电视机，昨天送货上门，你上星期五在商店买了台电视机，昨天送货上门，但是晚上就出了故障，没有图像。你写信给销售但是晚上就出了故障，没有图像。你写信给销售经理，要求经理，要求7个工作日内更换或者退款。个工作日内更换或者退款。Your Your TaskTask March 20,2013Dear Manager, I am writing this letter to complain about the quality of the TV set I bought last Friday at your store. It was s

13、ent to my home yesterday, but I found there was no image at all. Therefore, I wishTo exchange it for another TV set or declare arefund within 7 workdays. I would be grateful if you could have this matter settled. Yours, Li MingTypical sentences for reasons of complaintsn1. We have received many comp

14、laints from the customers concerning the tooth brushes under our Order No. 6678. n我们收到了许多客户对你们供应6678号订单牙刷的投诉。n2. On checking the camera I discovered that it did not (or did not appear to) function.n经检查我发现照相机(似乎)不能正常使用。n3. I really must complain about the quality of the goods that you recently sent u

15、s. n对于贵方最近发送的货物存在的质量问题，我不得不向您提起投诉。n4. You have supplied items which fall far below the standard expected. n贵方提供的物品，质量远远未能达到所期望的标准。n5. After checking the goods against your invoice, we discovered a considerable shortage in number. n经对照发票之后，发现数量少了很多。n6. We have received the 15 cases of Green Tea you s

16、ent us, but regret to say that on examination, five of them were found to be in a badly damaged condition. This was apparently attributable to faulty packing. n我方已收到你方运来的15箱绿茶，但遗憾的是，经检验，其中五箱损坏严重。很明显这是包装不良所致。n7. When we discussed delivery dates, you assured us that you could deliver by 2 December. Ho

17、wever, the goods are now two weeks overdue/late. n当初商议交货日期，贵方曾允诺于12月2日之前一定交货。然而这批货现已延误两周。n8. Your invoice states that the consignment contained 1GHz Pentium X computers, whereas, in fact, it contained 450 MHz Pentium II computers. 贵方发票上注明，这批货物是1GHz奔腾X电脑，而实际上收到的是450MHz 奔腾II电脑。n9. You have supplied it

18、ems which fall far below the standard expected.n贵方提供的物品，质量远远未能达到所期望的标准。n10. The standard of workmanship of your products is inadequate. n贵方产品的工艺不能令人满意。n11. You have sent us goods which we did not order. We should like to point out that we did not order the consignment of laptop computers which was r

19、ecently delivered.n贵方运送之货物，我方并未订购。我们在此指出，我们没有订货， 最近却收到了一批便携式电脑。Typical sentences for solutionsn1. We should be obliged if you would replace the goods you delivered with the correct ones. n贵方若能更换发错的货物，我们将不胜感激。n2. We should be grateful if you would give me/us a complete refund for the defective goods

20、which were delivered. n对于这批瑕疵货物，贵方若能全数退还货款，我们将不胜感激。n3. We should appreciate your looking into this matter and arranging for delivery within the next three days. n谨希望您对此进行调查，三天之内安排发货，我们将不胜感激。nReply to a complaint lettern1. Receiving the complaint letter & making apologizen2. How to solve the prob

21、lem with deadline / explanation of the problemsn3. ending (polite)Related expressions1. Thank you for your letter of May 23, concerning the goods you ordered two weeks ago.2. We have received the letter in which you complained about3. Im sorry to hear of the damage to your4. We are sorry for the inc

22、onvenience you have experienced, but we cannot be held responsible for the 5. Please accept my apologies for. June 7, 2012Dear Miss Zhang: _ ( 我们我们收到了你收到了你6月月4日的来信）日的来信） in which you madeus aware of the problems in our products. _ ( 我们为产品给你带来的麻烦表示道歉）我们为产品给你带来的麻烦表示道歉）. As you wish, _(我们将在本周为你更换一台新的电视

23、机）我们将在本周为你更换一台新的电视机） Thank you again for your time and efforts. I am sure the problem will soon be solved to your complete satisfaction. Sincerely yours Mr.WuPractice We have received your letter of June 4We are sorry for the trouble the product has caused youwe will send you a replacement within th

24、is week.Sample sentences for Part Onen1. I refer to your letter of 10 October regarding . Thank you for (We appreciate your) bringing this matter to our attention. n现就您10月10日来函所提关于的事做出回复。感谢您提出此事使我们注意。n2. Thank you for giving us the opportunity to look into our delivery procedures.n 感谢您给予我们机会，引起我们对公司

25、的出货手续的注意。Sample sentences for Part Twon1. Having checked with our suppliers, it is clear that they mistakenly sent us a consignment of faulty disks. Apparently, the damage was caused during the production process, and the suppliers are currently recalling all of batch 761b. n我们向本公司的供应商作了核实，确认他们将一批不良

26、光碟错发给本公司。显然，质量问题是在生产过程中产生的。供应商目前正在追回这批批号为761的产品。 n2. The delay was due to poor weather conditions. n发货延误是因为天气情况恶劣。n3. Because of the mail strike, we did not receive your order until 23 September.n 由于邮政人罢工，我们9月23日才收到贵方订单。Sample sentences for Part Threen1） bear the responsibility and compensate n1. I

27、really must apologize for the inconvenience you have been caused. We take all our customers comments seriously. With this in mind, we are more than happy to replace the faulty disks. n对于此事给贵公司造成的不便，我们深表歉意。我们素来重视客户意见。本着这一原则，本公司非常乐意更换这批不良光碟。n2. With mutual cooperation, this case has been settled amica

28、bly and we shall remit to you amount of 3,009 in compensation for the loss arising therefrom. n由于双方合作，此事已友好解决，我方将汇3, 009英镑，赔偿你方损失。 n2） refuse to take the responsibility, and provide a compromise n1. I am afraid the delay in delivery has been due to our not receiving the order for two weeks. I regret

29、, therefore, that we cannot guarantee delivery before New Year. However, as it is clear that you have been inconvenienced by this unfortunate situation, we are prepared to offer you the loan of 24 Tanson Pentium II (450 MHz) computers until such time as we can deliver your order. n恐怕此次交货延误的原因在于本公司未能

30、及时收到订单，比预期晚了两周。因此我们无法保证在新年之前交货，对此本人深感遗憾。然而无论如何，此事已给贵公司造成不便。鉴于此，在贵公司所订之货交付之前，我们愿意暂借给贵公司二十四台Tanson奔腾II (450MHz)电脑。n2. I regret to inform you, therefore, that we cannot give you a refund. In this case, the goods are of saleable quality, so a refund is out of the question. However, at Videx, we feel str

31、ongly that your satisfaction is our top priority. So, in order to make up for some of the inconvenience you have suffered, we should like to offer you the chance to buy the L16 at an unbelievably low price. . n因此我很遗憾地通知您，我们不能接受您退款的要求。在这种情况下，我们的货品是可出售之合格产品，因此退款是不可能的事。然而，Videx 电子产品公司素来客户至上，让客户满意是我们的宗旨

32、。为了弥补您所遭受的不便，本公司愿意以惊人的低价向您出售L16型录影机。 Sample lettersnDear Mr AboenI refer to your letter of 18 December regarding delivery of your order for 24 Tanson 1GHz Pentium X Computers. Thank you for bringing the matter to my attention.nAccording to our Accounts Departments, although we discussed delivering t

33、he above computers by 2 December, if fact we did not get your order until 18 Decemberthe same day as your letter of complaint. I am afraid the delay in delivery has been due to our not receiving the order for two weeks.nI regret, therefore, that we cannot guarantee delivery before New Year. As I mentioned earlier this month, this time of year is very busy for us. However, as it is clear that you have been inconvenienced by this unfortunate situation, we prepared for offer you the loan of 24 Tanson Pentium I