投诉信

Complaints投诉信Lecturer:XiongWumeiComplaints投诉信Businessrelationshipsdonotalwaysrunsmoothly.Peoplemakemistakes.Accidentshappen.Inefficiencyanddelaysinproductionleadtolatedeliveries.Poorqualitycontrolleadstocomplaintsofproductunreliability.Slack(懈怠的,马虎的,不用心的)handlingleadstobreakages.So,peoplecomplain.Thecontentsofthecomplaintlettersshouldbeconstructive,andyourtoneshouldbe‘controlled.’Thecommoncausesforcomplaints1)damagedorfaultygoods2)deferred/delayeddelivery延误交货3)falsedocuments单据有误4)Inferiorquality质量没有达到要求5)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)Thepurposeofthecomplaining/claimletteristoconvincethereaderthatyouareafairandhonestcustomerwhoisjustifiably(可证明为正当的;有理由的)dissatisfied,andthatyouhavealegitimate(合情合理的)complaintthatdeservesadesiredresponse.Themaincontentsofacomplainingletteris:1.togivethereasonsforcomplaints2.toprovidethesolutionsHowtowriteacomplaintletter:Keepinmindthatmosterrorsareunintentional,andrealizethatmostbusinessesandorganizationswanttoaddress(设法解决；处理；对付)andclearup(消失）complaintsquicklyinordertohavesatisfiedcustomersormembers.Bebrief.Keepyourlettertoonepage,andwriteshortparagraphs,ratherthanlongone.Behonestandstraightforward,andincludesufficientdetailtobackupyourclaimandtoshowthatyouhavethoroughlyresearchedthesubject.However,omitirrelevantdetails.Keepyourletterconciseandprofessional.Maintainafirmbutrespectfultone,andavoidaggressive（攻击性的）,accusing（指责性的）language.Sendonlyphotocopies（影印本；复印件）ofreceipts(收据；收条)andotherdocuments,andretainalloriginals.Keepacopyoftheletterforyourrecords.Ifacompanyhasrepeatedlygivenyoubadserviceandrefusestocorrectthesituationandyoufeelthatyouronlyrecourseistopursuelegalaction,voiceyourfeelingsinatactful（得体的；不得罪人的）butfirmway.However,don'tthreatenlegalactionunlessyouarewillingtofollowthroughwithit.Ifyourletterfocusesonasingleindividual,avoidmakinggeneralizations(归纳,概论)aboutthecompanyororganization.IfyouneedtomakeacomplainttooraboutpeoplethatyouwillstillhavecontactwithonaregularBasis,（定期的,长期的）yourletterneedstoaccomplishitspurposewithoutdestroyingtherelationship.Usetact,andbedirect,butrespectful.Ifafirstletterdoesnotbringaction,assumeastrongerbutstillrespectfultoneinthenextone.Iftwoorthreelettersdonotresolvetheproblem,sendonetothepresidentorCEOofthecompanyorentity.Ineachcase,befirmbutpolite.Thestructureofaletterofcomplaintsdemonstrateofthefact--statethebackgroundofcomplaints,identifytheproductproposethecomplaints--statethecauseofcomplaintsproposesolution--whataction/compensationexpected（Identifythestandpoint）TypicalsentencesfordemonstrationoftheFactsLastmonth,weorderedtwodozencopiesofWriteforModernBusinessfromyou.我们于上个月向贵方订购《朗文商务致胜英文书信》二十四本Ourconsignment（发送；投递；递送）toFujitaoverheadoverheadprojectorpenswasdeliveredthisafternoon.兹于今天下午收到一批富士通高射投影机笔。Wehavejustreceivedaconsignmentofpersonalcomputersfromyourcompany(detailsattached).我们刚收到贵公司发出的一批个人电脑（随函附清单）Theaboveshipmentofcomponentswasdeliveredtoady,andwascheckedondelivery.上述这批零部件已于今天收到，并已收检。Typicalsentencesforcomplaints1)damagedorfaultygoods货物受损或有瑕疵OncheckingthecameraIdiscoveredthatitdidnot(ordidnotappearto)function.经检查我发现照相机(似乎)不能正常使用。Icannotpossiblyusethecamerayousentmebecauseithas(orappearstohave)problemsworking.贵方寄送的照相机（似乎）存在质量问题，造成无法使用。…seemore2)deferred/delayeddelivery延误交货whenwediscusseddeliverydates,youassuredusthatyoucoulddeliverby2December.However,thegoodsarenowtwoweeksoverdue/late.Wehavestillnotreceivedthegoodswhichweorderedon13September2009.…3)falsedocuments单据有误(作对比）Thereisamistakeinyourinvoiceof27July2009.Youstatethatwereceived240Gent’ssuits(ModelTarragon).However,wereceived200Gen’ssuits(ModelOrlando)Yourinvoicestatesthat…Althoughyoudeliveredten…4)Inferiorquality质量没有达到要求Ireallymustcomplainaboutthequalityofthegoodsthatyourecentlysentus.对于贵方最近发送的货物存在质量问题，我不得不向您提起投诉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)Unfortunately,youhavesentusthewrongitems.WeorderedModel602butyouhavesentustheolderModel502.遗憾的是，贵方发错了货品。我方订购的是602型，但收到的却是旧的型号，502型。…（三）TypicalsentencesforproposesolutionWeshouldbeobligedifyouwouldreplacethegoodsyoudeliveredwiththecorrectones.Weshouldbegratefulifyouwouldgiveusacompleterefundforthedefectivegoodswhichweredelivered.IdentifythestandpointIregretthatunlessyoucancomplywithmyrequestwithinthreedays,Ishallbeforcedto/compelledto/obligedtoconsidercancellingmyorder.Furtherdelaysindeliverywill/may/couldresultinourcancellingourorder.AletterofcomplaintaboutwronggoodsDearSirsOurOrderNo.123Wedulyreceivedthedocumentsandtookdeliveryofthegoodsonarrivalofsteamship“Prince”atHamburg.Wethankyouforyourpromptexecutionofthisorder.EverythingappearstobecorrectandingoodconditionexceptincaseNo.3.Unfortunatelywhenweopenedthiscasewefounditcontainedcompletelydifferentarticles,andwecanonlypresumethatamistakewasmadeandthecontentsofthiscasewereforanotherorder.Asweneedthearticlesweorderedtocompletedeliveriestoourowncustomers,wemustaskyoutoarrangeforthedispatch(迅速处理；迅速办妥；迅速完成)ofreplacementsatonce.WeattachalistofthecontentsofcaseNo.3,andshallbegladi