1.投诉货物质量欠佳?

Dear Sirs,?

              OUR INDENT NO.538:BLACK SERGE?

We should like to draw your attention to the defective goods shipped by the M/S“Sunlight”on 23rd July.?

Upon unpacking the cases,we found that the quality was much inferior to the sample on which we approved the order.Moreover the length of each piece is short by approximately 5 meters.?

After examining the enclosed cutting samples we sent as evidence from the Lloyd’s Survey Report，we are sure you will agree to the inferiority of the goods.?

We are now in a very awkward situation,because our customers,who have been very strict about the quality,are very impatient to take delivery of the goods.?

We hope that you will immediately take this matter into your careful consideration and favor us with a prompt solution by return call.?

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Yours faithfully,?

Jack?

Business Manager?

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2.投诉产品数量不足?

Dear Mr.Green:?

The cargo of two hundred units of your portable computers has arrived in New York.Unfortunately,however,our inspection showed that eleven units were missing their connection cords.Attached is the report made by the surveyor who inspected the cargo.As you can see from the report,the eleven cords were already missing at the time the units were packed at your factory.?

Please send us the cords free of charge and as soon as possible,and no later than March 20.We await your favorable reply.?

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Sincerely,

?

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3.投诉收到货物与订单不符?

Dear Mr.Green,?

The goods we received on July 15 were found not to match our order.The goods we ordered were Item No.2345,whereas the goods received were Item No.2354.?

We cannot understand how this kind of mistake could occur at your end.We have decided to ship the goods back to your company by freight at your expense and we ask that you refund the US ＄15 000 which we have already paid you.Please remit this amount to our account(A/C No.1012379)with The Midori Bank,Ltd.,Minato Branch,Tokyo.Please note that we hereby also reserve the right to claim any damages arising out of your wrong shipment.?

A quick refund will be highly appreciated.?

?

Regards，?

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4.抱怨包装不良?

Dear Sirs,?

We regret having to inform you that the Cotton Goods covered by our Order No.6031 and shipped per S.S.“Peace”arrived in such an unsatisfactory condition that we cannot but lodge a complaint against you.It was found,upon examination,that nearly 20% of the packages had been broken,obviously attributed to improper packing.Our only recourse,in consequence,was to have them repacked before delivering to our customers,which inevitably resulted in extra expenses ?amounting? to ￡650.We expect compensation from you for this,and should like to take this opportunity to suggest that special care be taken in your future deliveries as prospective customers are apt to misjudge the quality of your goods by the faulty packing.?

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Yours faithfully，

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5.对所称包装不良的答复?

Dear Sirs,?

We have for acknowledgement your letter dated March 11 and are sorry to note your complaint respecting the Cotton Goods we sent you by S.S.“Peace”.We can assure you,however,that the goods in question were in perfect order when they left here,hence the damage complained of must have ?occurred? in transit.In these circumstances,we are apparently not liable for the damage and would advise you to claim on the shipping company who should be held responsible.?

At any rate,we deeply regret to learn from you about this unfortunate incident and should it be necessary we shall be pleased to take the matter up on your behalf with the shipping company concerned.?

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Yours faithfully，

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6.首批到货不合格，保留索赔权?

Dear Sirs,?

Subject:Wheat Midges?

We regret to advise that the first lot of the wheat dispatched on July 14th,2006,against our Purchase Contract No.156 has been examined and found to contain wheat midges.The Commodity Inspection Bureau has carefully examined the quality of the wheat and found it is far below the standard stipulated in the Contract.The Inspection Certificate will be airmailed to you as soon as it comes to hand.?

Please look into the matter at once and take urgent measures to ensure that nothing like this will happen in the second and the third lots.?

The storage of this lot causes us considerable difficulty and hamper us in our efforts to dispose of it.We consider ourselves entitled to an allowance for the loss we have to suffer.Hence,we reserve our right to lodge a claim against you.?

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Yours faithfully，

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7.对商品质量不满，要求补救?

Dear Sir,?

On 5th October I bought one of your expensive“Apollo”fountain pens from Julian’s,a big department store of this town.Unfortunately I have been unable to use the pen because it leaks and fails to write without making blots.I am very disappointed with my purchase.?    On the advice of Julian’s manager I am returning the pen to you and enclose it with this letter for correction of the fault.?

Please arrange for the pen to be fixed or replace it with a new one and send it to me as soon as possible.?

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Yours,Mary

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8.处理质量不满的投诉?

Dear Mary,?

Thank you for your letter of 9th October enclosing the defective“Apollo”fountain pen,received today.We very much regret that the pen you bought has given your trouble.

Normally each of our pens is individually examined before being passed into store and it is hard to understand why this one escaped examination.We have passed your pen to our quality control department for inspection and a report.Meanwhile,we are arranging to replace your pen with a new one.?

We extend our apologies for the inconvenience this matter has caused you,but are confident that the replacement pen you will be receiving will prove satisfactory and give you the service you are entitled to expect from our products.?

?

Yours,

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9.为送错商品致歉?

Dear Harlan，?

Twelve wrist watches with a tennis motif were sent today by Priority Mail to replace the watches you received with a golf motif.?

You know,Harlan,one would think it would be impossible to make an error like this one.You clearly specified in your order that these watches were to be awarded to winners of the Annual Lakeside Tennis Tournament on August 18.The stock number you supplied was correct.There was no reason for a ship-up at this end,and I can’t even guess how it happened.?

I am much relieved,however,that you will have the right watches in time for the awards dinner.I really don’t know what a tennis player’s reaction would be to having a classic golf swing in bas-relief on his prize!?

When you get around to it,would you please send the golf watches to me?I’ll pay the postage.?

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Yours very sincerely,

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10.为再次寄错商品规格致歉?

Dear Mrs.Green:?

Six 48-inch Victory fans are on their way to you.I know because I saw them loaded on the truck.?

By this time you must think we take special delight in mixing up your orders—two careless errors in a row.I suppose,judging from these mistakes,if we had had a fourth sweep dimension we would have sent that before getting your order right!?

It’s embarrassing to inconvenience any customer,but unforgivable when that customer is so highly valued as you.Red-faced and contrite,I ask your forgiveness and offer you my personal assurance of better service in the future.?

Thank you for your patience,and best personal regards.?

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Sincerely,

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11.解释双方都有责任?

Dear Mr.Smith:?

I am very sorry you did not receive the eight 6-hp Sea Serpent outboards you wanted,and I guess both of us share the blame.?

Your order(photocopy enclosed)lists the 7.5-hp motor along with its stock number,yet the price indicated is for the 6-hp motor.Since you’ve regularly ?ordered? the 7.5,we assumed that this one was what you really wanted,and we went ahead and shipped it.We should have checked with you,and I’m sorry we didn’t.?

We will,of course,ship the eight 6-hp motors immediately.Do you think you might sell the 7.5s?If so,you may wish to keep them awhile,and if they don’t move，you can return them to us.In any event we’ll pay all shipping ?charges.??

I’m delighted you’re having such a good season with the Sea Serpent line.We’ll be ready for your next order;I promise no mix-ups!?

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Very cordially Yours,

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12.调解客户退货?

Dear Mr.Green:?

Early this week we received 34 one-gallon cans of exterior white Durable paint from you.I assume that you wish us to issue a credit memorandum for ?＄261.12.?

I am very sorry,Mr.Green,that we cannot allow you full credit on this paint,which you purchased over eighteen months ago.As announced to all our customers,we discontinued the Durable brand last April,at which time we cleared out our entire inventory.We are now handling only Luxor Sheen house paints.?

I have a suggestion that may save time and effort for both of us.At the time we discontinued Durable,we marked it down to our actual cost of ＄5.76 a gallon.We are willing to give you credit for the difference between ＄7.68 and＄5.76—or a total of ＄65.28.Or,if you prefer,we can return the paint to you for disposal at the price you choose.?

Please let me know your decision right away Mr.Green,and I will take immediate? steps to handle the matter accordingly.?

We’ve had wonderful success with the new Luxor Sheen line.Dealers are delighted with consumer acceptance—some reporting up to 40 percent increase in paint sales since they took on Luxor Sheen.We’d be mighty happy to have an ?order? from you!?

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Best wishes,

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13.表示愿意调查事实真伪?

Dear Sirs,?

We are very surprised to learn from your letter of December 30??th?,2006 that the green beans dispatched November 4,2006 were below the standard stipulated in the contract and that you are reserving the right to lodge a claim against us.?

Naturally we hope that the transaction will be concluded to your satisfaction.Now that you have found the quality of the beans do not comply with that stipulated in the contract,we want to have the problem clarified without any delay.So we have sent our representative to your end to investigate the matter in detail.We would not give any comments before our representative inspects the goods.We will soon let you know the date of his visit and hope you will give him your best cooperation.?

You may be assured that the matter will be settled in a reasonable manner to our mutual benefits.?

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Yours faithfully,

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14.调查后做进一步回复?

Dear Sirs,?

We have got the news from our representative that through his careful study he has found deterioration of a very small part of the green beans delivered November? 4,2006,under the S/C No.AH012.First please accept our sincere apologies for the inconvenience caused to you.?

Nevertheless,as you may be aware such deterioration can hardly avoided during the long period of transportation and storage.We hope that you will not take this case as a breach of the contract and refrain from making any claims against us as the loss can be negligible,and you know well,in fact,we have　delivered more quantities than that stipulated.?

Please be assured that in our future business,we will take great measures to ensure nothing like this to happen again.?

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Yours faithfully,

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15.破例进行理赔?

Dear Mr.Green:?

Here is our credit memorandum for ＄521,which covers the returned shipment of Family lawn chairs(＄477.80)and shipping charges(＄43.20).?

Although the chairs we sent you seem to be the ones listed in your April 7 order,perhaps they are not what you had in mind.I’m sending you a copy of your order,together with a ad sheet of the Family line,so that you may check.Because we think there might have been some misunderstanding,we are paying the return shipping charges,which we don’t ordinarily do.?

The important thing,of course,is that you have a stock of lawn chairs to meet your summer needs.Be sure to place another order soon so that you may have them for the first warm day.Separately I am sending you a section from our general summer furniture catalog;you might be more interested in the new Easy-Fold line(pages 18～22),which is fast becoming our best seller.?

Let me know,please,how I can be of further help.By the way,we can ship your next order the same day it is received.?

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Sincerely Yours,

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16.拒绝理赔?

Dear Ms.Black:?

When I talked with you on the telephone about returning the 16 reproductions in our Art Master Series,I said that our policy is to accept for full credit all items returned in salable condition.?

The reproductions arrived today and I was shocked at their condition.Apparently,they were stored in a damp place.The pictures are faded and the canvas wrapped,what’s more,the finish on the frames is blistered.?

Would you like me to return the reproductions to you?Perhaps you can dispose of them at a special reduction in price.Since we can’t sell them to our customers,the only thing we can do is donate them to local hospitals and charitable organizations.?

I’m sorry to disappoint you,Ms.Black,but under the circumstances I am confident that you will fully appreciate my position.?

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Very truly Yours,

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17.说明包装无误，请对方向保险公司索赔?

Dear Sirs,?

We have learned from your letter that one case of our shipment is badly damaged.?  As the goods were packed with the best care,we assume that the case has been roughly handled.?

Therefore we ask you to lodge your claim with the insurance company.?

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Yours,

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18.因数量不一致，补运替代品?

Dear sirs:?

On investigating the matter of your claim,we have noticed a discrepancy ?between? our invoice figure and the quantities you specified.?

On the quantities you required,we will ship the replacements at once.?

We sincerely apologize for the inconvenience you have been put to.?

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Yours,

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19.通知对方运去替代品?

Dear Sirs,?

Thank you for sending us the sample of inferior goods for investigation.?

We have passed these on to the production department for comment.Evidently through an oversight，some wrong goods were mixed in your consignment.?

We have arranged for immediate dispatch of replacements.?

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Yours,

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20.表明愿意为不良品质负责，并支付差额?

Dear Sirs,?

If you care to dispose of the inferior goods at the best price obtainable,we will sent a cheque for the difference when we hear from you.?

We apologize sincerely for the trouble caused to you and will take all possible steps to avoid such a mistake again in the future.?

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Yours,

21.针对索赔，指责对方订货错误?

Dear Sirs,?

Your claim is apparently made due to a misunderstanding.?

If you look into our quotation you will see that we explained that you had to state our model number in addition to the name of the article.?

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Yours,

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22.应付令人头痛的客户?

Dear sirs,?

We have been doing business together for a long time and we value our relationship.But recently,we have not been able to provide the kind of service we both want.?

The problem is that your purchasing department is changing orders after they have been placed.This has led to confusion and frustration for both of our companies.In several instances,you have returned goods that were originally ordered.?

To solve the problem,I propose that on receipt of an order,our sales staff contact you to verify it.If you decide on any changes,we will amend the order and fax you a copy so that you can check it.?

I trust that this system will cut down on delays and errors,and allow our ?operations? to run smoothly.?

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Yours faithfully,?

James Brown?

Manger

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23.改善服务?

Dear sirs,?

Thank you for your letter of 26 January.I appreciate for the delivery problems you had with us last month.?

I have had a meeting with our production and shipping managers to work out a better system for handling your account.We know we made a mistake on your last order.Although we replaced it for you,we want to make sure it does not happen again.?

We have devised the enclosed checklist to use for each of your future orders.It includes your firm’s particular specifications,packing requirements and marking instructions.I believe we can service your company better and help your operations run more smoothly with this safeguard.?

Please contact us if there are any additional points you would like us to ?include.??

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Yours faithfully,

Jim Green

Export Manager

本文来自《商务英语书信写作》第二章商务信函范例、第九节之索赔与理赔?

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