专业英语写作 投拆信

Complaint Making Reply to Complaints
投诉信
投诉回复
Examples:
•See P55 defection of goods
•Useful expressions
–On checking the camera I discovered that it
did not (or did not appear to) function.
–I cannot possibly use the camera you sent me because it has (or appears to have) problems
working.
•See P57Delay of delivery
•Useful expressions:
–When we discussed delivery dates, you assured us that you could deliver by 2 December. However, the goods
are now two weeks overdue/late.
–We have still not received the goods which we ordered
on 13 September 2000
–You stated that you would be able to deliver our
consignment of MD records in September. Now it is
December and we are still waiting.
–We have been holding up production since June
because you promised that the machine tools would be
here soon.
•See P58 wrong billed invoice
•Useful expressions
–There is a mistake in your invoice of 27 July
2000.tate that we received 240 suits.
However we received 200 suits.
–Your invoice states that the consignment
contained 1GHz Pentium X computers,
whereas, in fact, it contained 450 MHz
Pentium II computers.
–Although you delivered ten dozen Quintex
electric tin openers, you have asked us to pay for twelve dozen.
•See p59 mix up in delivery:
•Useful expressions:
–Unfortunately, you have sent us the wrong
items. We ordered Model 602 but you have
sent us the older Model 502.
–I regret that you have not sent us all the
goods we ordered. You have sent us 50
Meyer microphones as agreed, but you have omitted to enclose the optional stands which
we also ordered.
–Your slowness is causing a great deal of
inconvenience.
–We already have many advanced orders which we shall now have to postpone because of your inefficiency/ slowness/poor quality control.
•Complaint about Poor quality
•Useful expressions:
–I really must complain about the quality of the
goods that you recently sent us.
–You have supplied items which fall far below the
standard expected.
–The standard of workmanship of your products is inadequate.
–Your goods are shoddy/badly designed/poorly
manufactured
Tips of making complaints
•Be sure that it may help solve the problem •The problem is presented at the start directly •Complaint should be on facts
•It should be practical acceptable to the others •It should be in a polite & productive tone •Threat is not a first choice for solving •Exercises: P61 good one
More expressions of complaint •Would you please let me know whether you would be willing to send me a new.., and if I should arrange to return the damaged one to you.
•I am returning..., and would like to receive what I want as quickly as possible.
•I feel that your store should reimburse me for (the $45)
•I hope you will be to correct a large overcharge.•We know you are not generally careless, but we would like your assurance that this will not happen again.
•If the company had only taken the trouble to explain and apologize for the delay last night, I would not have felt the need to 'write this letter.•I must warn you that unless you do something about the situation I will be forced to take legal action,
•To be frank, 1 am not prepared to put up with the situation any more.
Exercises
•You stated that it would be possible to deliver __ one month you did not do this.
•You said that delivery could take place
_____May.
•We ordered the above computers _____ 18 January, and they still have not arrived.•We have been waiting for delivery ____ July because of your
•You assured us that it would be possible to deliver the material ____ 7 March. However, it has not yet arrived, and it is now May.
•We have been postponing production of the new product catalogue ______two months
•1=(with) in; 2=in, by; 3=on; 4=since; 5=on, by; 6=for)
Reply to Complaints •Better respond with a prompt investigation & a reply •Either a reply or a adjustment letter
•Dealt with care
•Constructive, sincere, sympathetic
•Convince that the mistake is only a slip
•As soon as possible
•apologize
•Examples see P64~68
Useful expressions:
•We are very sorry to hear that the goods on your order were found damaged when you received them.•Thank you for your letter dated
•With reference m your letter of …we are very sorry that…
•On behalf of…I should like to apologize for the inconvenience to you.
•I would like to reassure you that , in the meantime, we should do our best to reduce (inconvenience) to a minimum
•We thank you for drawing our attention to a situation of which we had been quite unaware until you wrote to us and ask you to accept our apologies for the inconvenience you have been caused.•The mistake, Of course, was accidental. Your order was filled by a clerk who has only a few days' experience.
•We are very concerned that our efforts to give punctual delivery should be frustrated by delays in transit.
•We will take great care to see that such an error does not take place again.
•We will make every effort to give you satisfactory service in the future.
•We are sending you a new dressing gown immediately.
•We are immediately completing your order and sending replacements for the damaged goods.
Exercises
•See P69 task 4
•P 72
–Task 6 a rejection to a complaint –Another rejection
Match the following complaints and replies •Having checked with our suppliers, it is clear that they mistakenly sent us a consignment of faulty equipment.
Apparently, the damage was caused during the production process.
•According to our Accounts Department, we did not get your order until 9 March. I am afraid the delay in delivery has been due to this.
•Having checked with our suppliers, it appears that a mistake has been made on this occasion, and that you have been sent an invoice with incorrect details.
•I have discussed the matter with our Sales representatives,
and they tell me that you checked the equipment very thoroughly before deciding to purchase and were aware of the standard of its workmanship.
•Having checked with our Invoice Department, it appears that two mistakes have been made. First, we should clearly not have sent you the goods.
Secondly, it follows that you should not have been billed for them.
a. 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, as you are in a difficult situation, we should like to offer you the chance to buy a slightly more expensive model at an unbelievably low price.
b. With this in mind, we are more than happy to replace the faulty equipment. I shall arrange for a messenger to call at your shop within the next three days to collect it and to deliver a replacement consignment.
c.In future, we shall ensure that you are not accidentally sent goods which you do not require. In the meantime, please feel free to keep, as a gift, the products we have mistakenly sent you.
d. A revised, correct invoice is attached for your convenience
e. I regret, therefore, that we cannot guarantee delivery on the date agreed. However, as it is clear that you are in a very difficult position, we are prepared to offer you the loan of alternative equipment until such time as we can deliver your order.
keys: bedac
A Humor
•HIS FAULT
•Billy: Mother, Bobby broke a window. •Mother: How did he do it?
•Billy: I threw a rock at him and he ducked. •比利：我向他扔石头，他躲开了。

Thank you。