《Business letter 》课件3.2.5.ppt

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1、Complaints and ClaimsLetters of complaint and ClaimsLetters of adjusting the complaint or claimLetters of rejecting complaint or claimTroubles LossEvidence Project Troubles LossEvidence Project Sympathy Explain Reject Hope Words&Eplaint-statement about things being dissatisfactory2.adjustment-act of

2、 settling complaints3.breach-act of breaking or not fulfilling a promise4.claim-a demand for compensation accept a claim reject a claim settle a claim His claim for money cannot be considered.5.non-delivery6.balance-difference between two figures;amount remained7.inferior-lower in quality8.testify-t

3、o bear witness or give evidence9.inspection-examination of mitment-promise11.account-statement of money paid or received12.remit13.proceeds-total amount received in any transaction14.presentation of documents15.principal-a person or company who appoint another person or firm to act for him or it16.C

4、IB(Commodity Inspection Bureau)17.at your pensate/compensationDear Sirs,A Complaint About Shout Delivery of MP3We have received the documents and taken delivery of the Order No.0630 that arrived at Qingdao on the M.V.Victoria.On checking the goods we found that carton No.16 contains only 400 sets of

5、 Apple MP3,although 500 sets of it had been entered on both the packing list and the invoice.The full consignment is urgently required to complete orders for three of our major customers so it is absolutely essential that you ship the additional 100 sets of Apple MP3 on the earliest possible flight

6、from Seoul at your expense.This is the third time in the last year that you have short-shipped one of our orders.If there is any further repetition of this we will be forced to look for an alternative supplier.Yours faithfully,Dear Sirs,Thank you for your Letter of 20 January.We are extremely sorry

7、to learn that an error was made in carton 16 of your Order No.0630.The missing 100 sets of Apple MP3 were sent this morning by the Southern Airway and the documents have been forwarded to you.We greatly regret the inconvenience caused by this and the previous two errors and offer our sincere apologi

8、es.We will try our best and can assure you that similar errors do not occur again.We wish to be able to serve you in future business.Yours sincerely,Dear Sirs,A Complaint about Wrong Laser PrinterWe would refer to your consignment of the Laser Printer of our Order No.0303 that arrived this morning.O

9、n opening the cases we found that we had received the wrong goods.We received a LP-868 instead of the LP-888 Laser Printer that we ordered.Please advise us when we can expect to receive our order,as some of our customers have been waiting for up to one month.Please also let us know what we are to do

10、 with the Laser Printer now in our possession.Yours faithfully,Dear sir,We thank you for your letter of 10 September informing us of the wrong delivery of the Laser Printer.On going into the matter we find that a mistake was indeed made in packing,through a confusion of number.We have arranged for t

11、he right goods to be dispatched to you at once.Relative documents will be mailed as soon as they are ready.Do you think you might sell the LP-868 Laser Printer?If so,you may wish to keep them a while,and if they dont move you can return them to us.In any event,well pay all shipping charges.Dear Sirs

12、,A complaint about Delay Delivery Two HERCULES ExcavatorsLast November we signed a contract to build a large school in Pudong.As the work was due to start in March,we placed an order with you fro two HERCULES Excavators immediately.On placing the order we were told that they would be delivered in si

13、te about the middle of March.Today is 18 March and these excavators have not yet to be delivered!At the end of March we will begin work on the site and these machines will be needed from the first day.Until they arrive,we can do nothing.The direct and indirect economic loss may add up to million.Ple

14、ase tell us as soon as possible when you intend to deliver these excavators.Yours truly,Response to the LetterDear sirs,We have received your letter of 18 March,and regret the delay delivery of the two HERCULES Excavators you have ordered.We are now trying our best to deliver them.You will have both

15、 excavators by 28 March at the latest.The HERCULES is the most successful excavator we have produced by now.it gets an instant success at its first appearance at the Hong Kong Building Exhibition at last year and we were soon inundated with orders.Your order was received in November.It was not due f

16、or delivery until April according to the waiting list we had then.Nevertheless,we put the delivery date forward so that you would have the machine in March.In February production was slightly set back by the late arrival of some special parts and this has been responsible for the delay in the presen

17、t case.We trust that you will not be unduly inconvenienced by having to wait a few more days.The performance of the HERCULES Excavators will amply compensate you.Dear Sirs,A Claim for the Low Quality Fax MachineFor the first time in my memory,I lodge a claim for one of your office products Fax Machi

18、ne.The quality of our order No.268 I received from you at last week is very bad.It does not satisfactorily print the letters.As this lot of Fax Machine is of no use at all to as,we require you refund the invoice amount and inspection fee of the goods amounting to USD 3,000.00.We trust you will promp

19、tly settle this claim.As soon as the settlement is accomplished.We will send the goods back to you.All the expenses will be for you account.In support of our claim,we are sending you a survey report issued by CCIB.If we can settle the problem smoothly,fine;Ill order from you.Yours faithfully,Dear Si

20、rs,I couldnt agree with you more when you say that the Fax Machine of your Order No.268 you received from us are not satisfactory.We have telephoned the manufacture and looked into the matter of your claim for the low quality Fax Machine.All is a mistake by their staff at the warehouse.But our propo

21、sal of settlement is that we will immediately send you replacements of which the quality is guaranteed.As to the low quality goods you received please send back at our expense.If you agree on the point above,please tell us by fax.We believed that the solution we have made will satisfy you and look f

22、orward to receiving your further orders.Choose the best answer1.The complaints received _ the machines you order in March.A relate to B relating to C related to D.related about2.We have lodge a claim_ your company _ the delay of the goods we ordered.A with,on B against,for C against,on D.with,agains

23、t3.The buyer made a _ against us for the poor quality of the educational instruments.A.Claim B.communication C.discount D.apology4.In the case,we have to _ the buyers the full invoice value of the goods.A.pay B.grant C.offer D.refund 5.In view of the above,we regret that we have to return the defect

24、ive goods to you for replacement_ your expense.A.at B.for C.on D.under6._ this reason,we cannot accept your claim for a replacement.A.By B.For C.With D.As to7.Please return the wrongly delivered goods to us for _ as soon as possible.A.claim B.service C.replacement D.sale8.We are extremely sorry abou

25、t the mistake we have made.However,_ you will realize was due to circumstances beyond our control.A.that B.what C.where D.then9.Your claim for the damage is to be _ with the insurance company.A.met B.filed C.satisfied D.compensate10.All the Claim terms were agreed _ by the two companies.A.to B.with

26、C.for D.on 1.We regret to inform you that the goods shipped per S.S.Shunfeng arrived in such an unsatisfacory condition that we cannot but lodge a c_ against you.2.Any c_ about the quality of the products should be lodged with 15 days after their arrival.3.After re-i_ we found that the quality of th

27、e goods was not in conformity with the contract stipulation.4.On the basis of the SCIBs survey r_ we lodge you a claim for the short-weight.5.Our i_ shows that damage was cause by improper packing.Therefore we have to refer this matter to you.Translate the following sentences into Chinese.1.We regre

28、t to know that you did not receive the ten sets of 6-hp Sailing outboards you wanted,and I guess both of us share the blame.2.Your order(photo copy enclosed)lists the 8-hp motor along with its stock number,yet the price indicated is for the 6-hp motor.Since youve regularly ordered the 8-hp,we assume

29、d that this one was what you really wanted,and we went ahead and shipped it.We should have checked with you,and Im sorry we didnt.3.We have arranged for the 10 sets of 6-hp motors to be dispatched to you at once.4.Moreover,do you think you might sell the 8-hp motors?If so,you may wish to keep them f

30、or a while,and if they dont move,you can return them to us.In any event,well pay all shipping charges.5.Im delighted youre having such a good season with the Sailing line.Well be ready for your next order,I promise no mix-ups.1.昨天我方收到贵方发来的昨天我方收到贵方发来的626号订单项下的玩具。号订单项下的玩具。然而，检查然而，检查9号货箱号货箱的内容物时发现装于一侧的

31、电动火车有严重凹痕，的内容物时发现装于一侧的电动火车有严重凹痕，已不宜销售。已不宜销售。这个这个箱子显然被坠落的重物击中。我方已向贵方的当地代理指明问题，代理箱子显然被坠落的重物击中。我方已向贵方的当地代理指明问题，代理在收据上背书了在收据上背书了“箱体一侧受损箱体一侧受损”。2.无疑你们将向贵方保险人索赔，但目前我方不得不提出请你方先发无疑你们将向贵方保险人索赔，但目前我方不得不提出请你方先发20辆替代品，货号是辆替代品，货号是268T。质检报告一俟备妥即寄给贵方。另请告知已质检报告一俟备妥即寄给贵方。另请告知已收到的损坏电动火车如何处置。收到的损坏电动火车如何处置。3.谢谢贵方谢谢贵方1月月23日涉及贵方日涉及贵方626号订单的来函。听说货物在运输途中受号订单的来函。听说货物在运输途中受损，我方深表遗憾。我方包装货物已向谨慎小心，但商品难免在运输中损，我方深表遗憾。我方包装货物已向谨慎小心，但商品难免在运输中受不当处置。受不当处置。4.我方有贵方受损货物细目。我方将补发替代货物，预计下周末即可抵达。我方有贵方受损货物细目。我方将补发替代货物，预计下周末即可抵达。5.请保存受损货物已被保险公司查验。请保存受损货物已被保险公司查验。我方已向保险公司索赔。对由此我方已向保险公司索赔。对由此造成的不便深表歉意。造成的不便深表歉意。