商务英语写作7日常投诉与索赔

2023/11/231BUSINESSWRITING

商务英语写作2023/11/232

Chapter7

RoutineClaimsandAdjustment

日常投诉与理赔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.发泄不满2.抱怨对方销售人员的过失。

GoodVibes

良好的共鸣,好感

2023/11/2320

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

Irefusetopaythischarge.

4.自己对问题的态度。3.问题产生的过程。2023/11/2321

Howcanyouhopetostayinbusinesswithsuchfraudulentpractices?

IwasexpectingtoreturnthismonthandlookatCDplayers,butcanyoubesurethatI’llfindanhonestdealerthistime?

Sincerely,5.对对方提出疑心。6.表示自己可能再次购置,暗示对方这次要老实。fraudulentpractices徇私舞弊；欺诈

2023/11/23221201Lantana.CourtLakeWorth,FL33461

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

PleasecreditmyVISAaccount,No.0000-0046-2198-9421,tocorrectanerroneouschargeof$299.Improved1.提出请对方改正错误的方法。2023/11/2323

OnAugust8，

IpurchasedaPanasonicVCRformGoodVibes,Inc.Althoughthesalespersondiscussedathree-yearextendedwarrantywithme,Idecidedagainstpurchasingthatservicefor$299.However,whenmycreditcardstatementarrivedthismonth,Inoticedanextra$299chargefromGoodVibesInc.IsuspectthatthischargerepresentsthewarrantyIdeclined.2.详述问题发生的过程和及其可能原因。2023/11/2324

EnclosedisacopyofmysalesinvoicealongwithmyVISAstatementonwhichIcircledthecharge.Pleaseauthorizeacreditimmediatelyandsendacopyofthetransactiontomeattheaboveaddress.

I’menjoyingallthefeaturesofmyPanasonicVCRandwouldliketobeshoppingatGoodVibesforaCDplayershortly.

Sincerely,

KeithCortez

Enclosure3.提出具体改正方法。4.表扬产品性能，表达再次光临的愿望。2023/11/2325这是一封因对方误收效劳费提出投诉的信函。写这封信的目的,主要是让对方退回误收的款项。第一封信开头段就表示强烈的不满情绪，整片在抱怨，指责对方，使用的负面语言如badvibes，furious，以及fraudulentpractices等，语气太重了，不利于双方友好感情，无助于问题的解决。主体段简要地说明了抱怨的理由，指出问题---收取了作者未授权的效劳费用，因而要求退付，信函中没有提及账户以及金额，为了搞清楚这些，对方可能不得不花一些时间。第二封信，在开头就明确要求对方在Visa账户贷记299元，以改正错误的收费。并给出Visa账号。读者一看就知道要求他做什么，然后讲明问题发生的过程，同时附上销售发票和Visa账单，处处表达为对方着想，结尾，赞扬产品的性能，暗示对对方的信任，有利于双方的友好感情的维系，为自己接下去购置CD做了铺垫。2023/11/23262.LettersofAdjustment

DearKeithCortez

Iamsorrytoknowthatyouareangrywithusforthemistakeoursalespersonmade.

AfterreceivingyourletterIcheckedthematter.Thesalespersonsupposedthatyouwantedthethree-yearextendedwarrantyservice,soheincludedadditional$299inthecharge.

Iamsorryforthemistakeandtheincontinencethathascausedyou.Ihopeyoucanunderstandandamlookingforwardtoyourearlyreply.

Sincerelyyours

TonyLee

SalesmanagerPoor

1.为错误抱歉。2.解释问题产生的可能原因。3.为错误再次抱歉4.希望对方理解，并盼望回复。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.告知错误已经得到纠正。3.暗示销售人员并无恶意,成心无视对方决定。2.说明问题产生的原因。

4.提及产品性能,进行促销。

2023/11/2328这是封容许退回多收取的效劳费的理赔信。对对方来说，这是个好消息，一般应采取直接法写作。第一封信的开头不太明确，在抱歉，但抱歉的理由含混。主体段讲明原因，但没给品名和账户。结尾再次抱歉。信中始终没有提及纠正错误的方法，反复抱歉对对方来说没有意义。第二封信开头就告诉对方，改正错误的具体做法，退299元。然后讲明事情发生的可能原因,即包括三年的超期维修对用户来说是划算的，暗示销售人员这样做也是为你好，既然你不需要，我们尊重你的选择。结尾，提及对方对已购置的VCR的满意之处，并期望为对方提供最令他们满意的CD。信的作者既满足对方的要求，又促销了自己的产品。2023/11/2329

ClaimOpeningWouldyouimmediatelyreplacethevisualsoftwareforXP5030withthatforXP5645whichwehavepaidfor.1.提出请对方改正错误的方法。2023/11/2330TheconsignmentoftheclothingmaterialsweorderedonAugust10isnotthequalityasshowninthesamples.

Theconsignmentarrivedyesterday,butoncheckingthematerialswiththesamplesyousentus,wearesurprisedtofindthattheydonotmatcheachother.Theirqualityseemsinferiortothesamples,sotheydonotmeetourcustomers’requirement.2.点名问题。3.具体说明问题所在。2023/11/2331Wehaven’tgotthepersonalcomputersweorderedonJune3.

OnJune3,weplacedanorderfortensetsofpersonalcomputers.Whenwediscussedthematterondelivery,youpromisedthatitwouldbemadebeforeJune20.However,itis10dayspastthedeadline,andyourgoodsstillhavenotreachedus.1.点名问题。2.详述问题。2023/11/2332AdjustmentOpeningThecorrectconsignmentoftheclothingmaterialwillreachyouwithin20days.

1.告知错误已经纠正。2023/11/2333ThankyouforyourletterofMarch3rd

andwewilltakecareofyourbroken-downsewingmachines.

1.感谢对方来函。2.说明接受对方的投诉。2023/11/2334YoucallyourselvesGoodVibes,butallI’mgettingfromyourserviceisbadvibes!I’mfuriousthatyouhaveyoursalespeopleslipinunwantedservicewarrantiestoboostyoursales.

1.发泄不满。2.抱怨对方销售人员的过失。2023/11/2335PleasecreditmyVISAaccount,No.0000-0046-2198-9421,tocorrectanerroneouschargeof$299.OnAugust8，

IpurchasedaPanasonicVCRformGoodVibes,Inc.Althoughthesalespersondiscussedathree-yearextendedwarrantywithme,Idecidedagainstpurchasingthatservicefor$299.However,whenmycreditcardstatementarrivedthismonth,Inoticedanextra$299chargefromGoodVibesInc.IsuspectthatthischargerepresentsthewarrantyIdeclined.1.提出请对方改正错误的方法。2.详述问题发生的过程和及其可能原因。2023/11/2336Iamsorrytoknowthatyouareangrywithusforthemistakeoursalespersonmade.AfterreceivingyourletterIcheckedthematter.Thesalespersonsupposedthatyouwantedthethree-yearextendedwarrantyservice,soheincludedadditional$299inthecharge.1.为错误抱歉。2.解释问题产生的可能原因。2023/11/2337$299hasbeencreditedtoyourVISAaccount,No.0000-0046-2198-9421thismorning.

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

1.告知错误已经得到纠正。2.说明问题产生的原因。3.暗示销售人员并无恶意,成心无视对方决定。2023/11/2338UsefulSentencePatterns2023/11/2339A.Claims

1.Describetheproblem1)Onexamination,wefoundallthegoodswerewetted.经检验，我们发现所有的货物都已受潮。2)Wecheckedsomeoftheitemsandfoundtheywereindamagedcondition.我们检查了局部产品，发现它们已严重受损。3)Itcontainedarticlesdifferentfromwhatwehaveordered.这批货物与我们订购的物品不符。4)ThegoodsweorderedfromyouonJune6haven’tarrivedyet.我们6月6日订购的货物至今仍未到达。5)Thequalityofthislotofgoodsissofarbelowthestandardthatwecannotusethemforourpurpose.这批货物的质量远远低于标准，我们无法使用。2023/11/23406)Wearedisappointedtofindthattheitemsdelivereddon’tmatchthesamples.我们遗憾地发现所运货物与样品不符。7)Yourincorrectdeliveryhascausedagreatdealoftroubletous.你们的错误给我们带来了巨大的麻烦。8)DeliveryofthegoodsorderedonMarch3isnowconsiderablyoverdue.3月3日订购的货物的交付时间现已逾期甚久。9)Thegoodsarenotuptothestandard.货物没有到达标准。10)Weregretthatonly20setshavebeenreceivedtodatewhereasourorderindicates25.我方非常抱歉地通知您，迄今为止我们只收到了20台货物，而我们订购的是25台。2023/11/23412.

Namespecificactionstoremedytheproblem1)

Wouldyoupleasesendsomeonetorepairittoday?

您能今天就派人来修理吗？2)

PleasesendusthereplacementnolaterthanJune20.

请于6月20日之前将替换品送来。3)

Wewouldlikesomeonetocomeandfixitnow.

我们希望现在有人来进行修理。4)

Pleaselookintothismatteratonceandletusknowthereasonsforthedelay.

请立即对此事进行调查，尽早通知我们迟延的原因。5)

Wehopethatthegoodswillbesentimmediately.

希望货物即刻发运。2023/11/23423.Courteousdemandforaction1)Weshallbegladtolearnfromyouthatyouarepreparingtomakesomeallowanceforthedamage.希望贵方能对我方造成的损失做出补偿。2)Wewouldbemuchpleasedthatthecasebesettledonanamicablebasis.诚望此事友好解决。3)Inviewofourfriendlybusinessrelations,wearesurethatthematterwillbesettledappropriately.鉴于我们之间友好的业务关系，我方相信此事定会得到妥善解决。4)Wearelookingforwardtoasatisfactoryconclusionofthematter.我方期待此事有一个令人满意的结局。5)Yourquickdispatchwillbemostappreciated.请尽快发运，我方不胜感谢。2023/11/23434.

Strongdemandforaction1)

Ifyoucannotdeliverthegoodswithintendays,we’llreluctantlyturnthismattertoourattorney.

如果在10日内不能送达货物，我们不得不付诸法律。2)

Unlessyourassignmentreachesusnolaterthan...,wewillcancelourorder.

除非你们的货物在……前到达，我们将取消订单。3)

Ifyoucannotprovidequalifiedgoodswithin3days,we’llaskforarefundment.

如果在3日内不能提供合格产品，我们将要求退还货款。4)

You’llhavetomakecompensationforallourcosts.

你们要赔偿我们的全部损失。5)

IherebyinformyouthatIamlodgingaformalcomplaintwithyourcompany.

特此通知贵方，我公司将正式投诉贵公司。2023/11/2344B.Adjustment(beginning)1)...shouldreachyouinthreedays...……应该在三天内到达你处。2)Theattachedcheckfor...isNewton’swayofassuringyouthatyoursatisfactionisveryimportanttous.通过随信所寄的……支票，牛顿公司向您保证您的满意对我们十分重要。3)By...(time),yourthreeDoveBicyclesshouldreachyouat...shop.在……日之前，您订购的三台飞鸽牌自行车将到达……商店。2023/11/2345PatternsandSubstitutions1.ThequalityofthegoodsshippedagainstourorderNo.9823hasbeenfoundnotinconformitywiththeagreedspecification.我们发现，根据我方第9823号订单运来的货物质量与议定规格不符。2023/11/2346PatternsandSubstitutions2.Oncomparingthegoodsreceived,weweresurprisedtofindthatthey-arenotthesameasyoursample.-arenotuptothesamplewereceivedfromyou.-donotagreewiththeoriginalpatterns.-havenotturnedouttooursatisfaction.2023/11/2347PatternsandSubstitutions3.Uponexamination,wefoundthat-severalbaleswereseriouslydamagedowingtonegligentpacking.-16boxesweresplitopen.-youhavesentusasubstitutearticleinsteadofwhatweordered.2023/11/2348PatternsandSubstitutions4.Wemuchregretthatwehavetocomplainaboutthewayinwhichtheconsignmentjustreceivedhasbeenpacked.来货刚刚收到，但我们对这批货的包装不得不提出投诉，深感遗憾。2023/11/2349PatternsandSubstitutions5.Wehaveexaminedthegoodsdulyreceivedandfound-thepackingwassoaked.-halfthegoodsbroken(torn,beyondrepair,unusable,unsaleable)-CaseNo.3&No.6arebrokenandtheircontentsbadlydamaged.-35piecesweremissingtherestunfitforuse.2023/11/2350PatternsandSubstitutions6.Weverymuchregrettopointoutthatashortageinweightof430lbs.wasnoticedwhenthefoodarrived.我们遗憾地指出，食物到达时发现短重430磅。2023/11/2351PatternsandSubstitutions7.Afterinspection,wefoundthat-yourshipmentofourorderNo.123wasshortinweight.-thereisashortageof535kilos,thoughthepackingremainsintact.-CaseNo.32onlycontains25toycarsinsteadof55onthepackinglist.2023/11/2352PatternsandSubstitutions8.WehavetoinformyouthattheDVDsetsweorderedfromyoulastmonthhavenotarrivedhere,norhaveweheardanythingfromyouconcerningtheshipment.我们不得不通知你方，上月我们所订购的DVD机尚未到货，亦未收到你方关于该货的任何消息。2023/11/2353PatternsandSubstitutions9.Inviewofthis,wehavenootherchoicebuttoreturnthefaultysetstoyouandmustaskyoutoreplacethem.鉴于这种情况，我们只好将有缺陷的几套退回，请务必予以调换。2023/11/2354PatternsandSubstitutions10.Underthesecircumstances,we-havetoreturnthegoodstoyouatyourexpenses.-requestyoutodispatchaduplicateshipmentwithinonemonth.-aresendingyoualistoftheinferiorgoodsforyourreplacement.-shallholdthegoodsatyourdisposalpendingyourreply.2023/11/2355PatternsandSubstitutions11.Itisclear,however,thatweareentitledtosomecompensation,andweshouldbegladtohearoftheallowanceyoupreparetomaketomeetthecase.

然而，我公司享有要求赔偿的权利，我们希望了解你方准备给予的补偿金额，以解决此事。2023/11/2356PatternsandSubstitutions12.Ourcustomerssaythattheywouldobligeusbyretainingthesegoods-ifyouwillreducetheprice,say,by15%.-atareductio