Complaints and Claims
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Salutation State the goods in problem (sales confirmation No BE027 ). State what’s wrong with the goods (60 bales of rice were wetted). State the problems it has caused (depreciated value of $4,800 ). Suggest solution (asking for compensation). Closure.
The consignment arrived yesterday, but on checking the materials with the samples you sent us, we are surprised to find that they do not match each other. Their quality seems inferior to the samples, so they do not meet our customers' requirement. We have arranged for the production of the customized suits and planned to start as soon as the materials arrive. However, we will have to postpone the original orders from our customers owing to the poor quality of the clothing material you sent us. This is bringing us much inconvenience.
Question:
Under what conditions should customers make a complaint or a claim against the supplier?
Complaints or claims arise from the situations as follows:
We enclose survey report (No SE2052) and look forward to early settlement of the claim. Yours sincerely, Enc. Survey Report (No SE2052)
Structure analysis
2. Complaint about none delivery Dear Mr. Petri: We haven't got the personal computers we ordered on June 3. On June 3, we placed an order for ten sets of personal computers. When we discussed the matter on delivery, you promised that it would be made before June 20. However, it is 10 days past the deadline, and your goods still have not reached us.
Structure analysis
Salutation State the goods in problem, date of the order, and the order No. State what’s wrong with the goods (the quality is inferior to the samples). State the problems it has caused (have to postpone the original orders from our customers ). Suggest solution (replacing the goods with desired ones). Closure
Guidelines for a complaint or a claim:
Opening Begin directly. Tell what is wrong. Body Identify the situation (invoice number, product information, ect.) in the text. Describe the story in a clear and organized way. Present enough facts to permit a decision. Name specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply. Closing End positively-friendly but firm.
4. Claim on wetted goods
Dear Mr. Hooper: We refer to sales confirmation No BE027 covering the purchase of 500 metric tons of PANJIN PEARL RICE, the arrival of which we faxed you on May 20. When we inspected it, we were surprised to find that 60 bales were wetted, estimated at 12,000 kg. After that, we asked China Import and Export Commodity Inspection Bureau to make a survey that has confirmed our initial findings.
The survey report indicates that the loss was due to the outdoors improper stowage （配载不当） before shipment, for which you, the suppliers, should be responsible. On the strength of the survey report, we hereby file our claim against you as follows: Depreciated value （损失价值）$4,800 Survey charges $200 Total claimed $5,000
We need these PCs urgently to improve the efficiency of our work; therefore, your failure to deliver them has put us into trouble. We appreciate your seeing the matter seriously and arranging for the delivery within 5 days. I'm sorry to say if you are still unable to deliver them by July 5th, we shall reluctantly cancel our order and ask for compensation. Sincerely yours,
1）The wrong goods may have been delivered; 2）The quality may have been found unsatisfactory; 3）The shipment may have been found damaged, short, missing or late; 4）The prices charged may be excessive or not as agreed.
Complaints and Claims 投诉与索赔
Introduction
No matter how efficient a business firm tries to be, errors do sometimes occur. The best step we take to correct the wrongs is to make complaints or claims.
Would you take them back and replace them with the one as we ordered? We allow you another 10 days to prepare them. If you cannot guarantee delivery for whatever reason before September 1, we should ask for a complete refund of the money and full compensation for all our costs. Your prompt cooperation will be beneficial to both of us. Sincerely yours,
5. Claim on damaged corn Dear Hamilton: Corn is very important to our factory because all of our products are concerned with corn. We have operation for more than 50 years. No supplier has failed to deliver us the qualified materials we needed.
3. Complaint about poor packing Dear Sirs: Have you taken care in checking your packing before you send us the goods? What a terrible state they are in now! Why are so many goods nude and broken? According to our contract, you are responsible for sound packing, but now you have been failed in fulfilling your duty! Why is that?
Βιβλιοθήκη Baidu
Sample Analysis
1. Complaint about inferior materials Dear Mr. Wang: Subject: Clothing Materials Under Order HYJCK No.042356 Must Be Delivered in Line with the Samples The consignment of the clothing materials we ordered on August 10 is not the quality as shown in the samples.
We have never seen a supplier whose packing is so poor! It is obviously that we cannot accept them. Replace them or refund the payment. If you cannot give us a reasonable explanation and fail to deal with it, we will consider turning the whole matter into the court! Sincerely yours,
The consignment arrived yesterday, but on checking the materials with the samples you sent us, we are surprised to find that they do not match each other. Their quality seems inferior to the samples, so they do not meet our customers' requirement. We have arranged for the production of the customized suits and planned to start as soon as the materials arrive. However, we will have to postpone the original orders from our customers owing to the poor quality of the clothing material you sent us. This is bringing us much inconvenience.
Question:
Under what conditions should customers make a complaint or a claim against the supplier?
Complaints or claims arise from the situations as follows:
We enclose survey report (No SE2052) and look forward to early settlement of the claim. Yours sincerely, Enc. Survey Report (No SE2052)
Structure analysis
2. Complaint about none delivery Dear Mr. Petri: We haven't got the personal computers we ordered on June 3. On June 3, we placed an order for ten sets of personal computers. When we discussed the matter on delivery, you promised that it would be made before June 20. However, it is 10 days past the deadline, and your goods still have not reached us.
Structure analysis
Salutation State the goods in problem, date of the order, and the order No. State what’s wrong with the goods (the quality is inferior to the samples). State the problems it has caused (have to postpone the original orders from our customers ). Suggest solution (replacing the goods with desired ones). Closure
Guidelines for a complaint or a claim:
Opening Begin directly. Tell what is wrong. Body Identify the situation (invoice number, product information, ect.) in the text. Describe the story in a clear and organized way. Present enough facts to permit a decision. Name specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply. Closing End positively-friendly but firm.
4. Claim on wetted goods
Dear Mr. Hooper: We refer to sales confirmation No BE027 covering the purchase of 500 metric tons of PANJIN PEARL RICE, the arrival of which we faxed you on May 20. When we inspected it, we were surprised to find that 60 bales were wetted, estimated at 12,000 kg. After that, we asked China Import and Export Commodity Inspection Bureau to make a survey that has confirmed our initial findings.
The survey report indicates that the loss was due to the outdoors improper stowage （配载不当） before shipment, for which you, the suppliers, should be responsible. On the strength of the survey report, we hereby file our claim against you as follows: Depreciated value （损失价值）$4,800 Survey charges $200 Total claimed $5,000
We need these PCs urgently to improve the efficiency of our work; therefore, your failure to deliver them has put us into trouble. We appreciate your seeing the matter seriously and arranging for the delivery within 5 days. I'm sorry to say if you are still unable to deliver them by July 5th, we shall reluctantly cancel our order and ask for compensation. Sincerely yours,
1）The wrong goods may have been delivered; 2）The quality may have been found unsatisfactory; 3）The shipment may have been found damaged, short, missing or late; 4）The prices charged may be excessive or not as agreed.
Complaints and Claims 投诉与索赔
Introduction
No matter how efficient a business firm tries to be, errors do sometimes occur. The best step we take to correct the wrongs is to make complaints or claims.
Would you take them back and replace them with the one as we ordered? We allow you another 10 days to prepare them. If you cannot guarantee delivery for whatever reason before September 1, we should ask for a complete refund of the money and full compensation for all our costs. Your prompt cooperation will be beneficial to both of us. Sincerely yours,
5. Claim on damaged corn Dear Hamilton: Corn is very important to our factory because all of our products are concerned with corn. We have operation for more than 50 years. No supplier has failed to deliver us the qualified materials we needed.
3. Complaint about poor packing Dear Sirs: Have you taken care in checking your packing before you send us the goods? What a terrible state they are in now! Why are so many goods nude and broken? According to our contract, you are responsible for sound packing, but now you have been failed in fulfilling your duty! Why is that?
Βιβλιοθήκη Baidu
Sample Analysis
1. Complaint about inferior materials Dear Mr. Wang: Subject: Clothing Materials Under Order HYJCK No.042356 Must Be Delivered in Line with the Samples The consignment of the clothing materials we ordered on August 10 is not the quality as shown in the samples.
We have never seen a supplier whose packing is so poor! It is obviously that we cannot accept them. Replace them or refund the payment. If you cannot give us a reasonable explanation and fail to deal with it, we will consider turning the whole matter into the court! Sincerely yours,