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投诉信Complaints•Businessrelationshipsdonotalwaysrunsmoothly.Peoplemakemistakes.Accidentshappen.Inefficiencyanddelaysinproductionleadtolatedeliveries.Poorqualitycontrolleadstocomplaintsofproductunreliability.Slackhandlingleadstobreakages.So,peoplecomplain.Thecontentsofthecomplaintlettersshouldbeconstructive,andyourtoneshouldbe‘controlled.’Thecommoncausesforcomplaints•1)damagedorfaultygoods货物受损或有瑕疵;•2)deferred/delayeddelivery延误交货;•3)falsedocuments单据有误;•4)inconformity(shortweight,wronggoods,unsolicitedgoodsetc)交货有误(数量有误、货物不符或未经订购收到货物);•5)Inferiorquality质量没有达到要求•Thepurposeofthecomplaining/claimletteristoconvincethereaderthatyouareafairandhonestcustomerwhoisjustifiablydissatisfied,andthatyouhavealegitimatecomplaintthatdeservesadesiredresponse.•Themaincontentsofacomplainingletteris:•1.togivethereasonsforcomplaints•2.toprovidethesolutions•Howtowriteacomplaintletter:Keepinmindthatmosterrorsareunintentional,andrealizethatmostbusinessesandorganizationswanttoaddressandclearupcomplaintsquicklyinordertohavesatisfiedcustomersormembers.Bebrief.Keepyourlettertoonepage,andwriteshortparagraphs,ratherthanlongones.Behonestandstraightforward,andincludesufficientdetailtobackupyourclaimandtoshowthatyouhavethoroughlyresearchedthesubject.However,omitirrelevantdetails.Keepyourletterconciseandprofessional.•Maintainafirmbutrespectfultone,andavoidaggressive,accusinglanguage.Sendonlyphotocopiesofreceiptsandotherdocuments,andretainalloriginals.Keepacopyoftheletterforyourrecords.Inmanycases,youcanincreasetheeffectivenessofyourletterbygettingseveralotherstosignitwithyou.Thisisparticularlythecasewhentryingtoinfluenceorchangelegislation,denouncingmaterialfromthemedia,andsoforth.Ifacompanyhasrepeatedlygivenyoubadserviceandrefusestocorrectthesituationandyoufeelthatyouronlyrecourseistopursuelegalaction,voiceyourfeelingsinatactfulbutfirmway.However,don'tthreatenlegalactionunlessyouarewillingtofollowthroughwithit.•Ifyourletterfocusesonasingleindividual,avoidmakinggeneralizationsaboutthecompanyororganization.Ifyouneedtomakeacomplainttooraboutpeoplethatyouwillstillhavecontactwithonaregularbasis,yourletterneedstoaccomplishitspurposewithoutdestroyingtherelationship.Usetact,andbedirect,butrespectful.•Includeyourcontactinformation(name,address,phonenumber,ande-mailaddress),ifdesired,sothattheperson(s)canreachyoutodiscussanyquestionsorconcerns.Ifafirstletterdoesnotbringaction,assumeastrongerbutstillrespectfultoneinthenextone.Iftwoorthreelettersdonotresolvetheproblem,sendonetothepresidentorCEOofthecompanyorentity.Ineachcase,befirmbutpolite.•Considerthisstrategywhenwritingaclaimletter:·1-openingparagraph(Identifytheproductorservice)·2-explaintheproblem(whatiswrong,givingdates,placesetc)·3-describeextentofdamage,inconvenience·4-whataction/compensationexpected(proposesolution)·5-close(Endtheletterrespectfully)•Tip:Suggestwhyitisintherecipient'sbestinteresttograntyourrequest:appealtotherecipient'ssenseoffairness,desireforcontinuedbusiness,butdon'tthreaten.Findsomewaytoviewtheproblemasanhonestmistake.Don'timplythattherecipientdeliberatelycommittedtheerrororthatthecompanyhasnoconcernforthecustomer.Towardtheendoftheletter,expressconfidencethattherecipientwillgrantyourrequest.Typicalsentencesforreasonsofcomplaints•1.WehavereceivedmanycomplaintsfromthecustomersconcerningthetoothbrushesunderourOrderNo.6678.•我们收到了许多客户对你们供应6678号订单牙刷的投诉。•2.OncheckingthecameraIdiscoveredthatitdidnot(ordidnotappearto)function.•经检查我发现照相机(似乎)不能正常使用。•3.Ireallymustcomplainaboutthequalityofthegoodsthatyourecentlysentus.•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。•4.Youhavesupplieditemswhichfallfarbelowthestandardexpected.•贵方提供的物品，质量远远未能达到所期望的标准。•5.Aftercheckingthegoodsagainstyourinvoice,wediscoveredaconsiderableshortageinnumber.•经对照发票之后，发现数量少了很多。•6.Wehavereceivedthe15casesofGreenTeayousentus,butregrettosaythatonexamination,fiveofthemwerefoundtobeinabadlydamagedcondition.Thiswasapparentlyattributabletofaultypacking.•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。•7.Whenwediscusseddeliverydates,youassuredusthatyoucoulddeliverby2December.However,thegoodsarenowtwoweeksoverdue/late.•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。•8.Yourinvoicestatesthattheconsignmentcontained1GHzPentiumXcomputers,whereas,infact,itcontained450MHzPentiumIIcomputers.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。•9.Youhavesupplieditemswhichfallfarbelowthestandardexpected.•贵方提供的物品，质量远远未能达到所期望的标准。•10.Thestandardofworkmanshipofyourproductsisinadequate.•贵方产品的工艺不能令人满意。•11.Youhavesentusgoodswhichwedidnotorder.Weshouldliketopointoutthatwedidnotordertheconsignmentoflaptopcomputerswhichwasrecentlydelivered.•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。Typicalsentencesforsolutions•1.Weshouldbeobligedifyouwouldreplacethegoodsyoudeliveredwiththecorrectones.•贵方若能更换发错的货物，我们将不胜感激。•2.Weshouldbegratefulifyouwouldgiveme/usacompleterefundforthedefectivegoodswhichweredelivered.•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。•3.Weshouldappreciateyourlookingintothismatterandarrangingfordeliverywithinthenextthreedays.•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。•SampleLetters•DearMrLee•Delayeddelive