UNIT 11 COMPLAINTS, CLAIMS AND ADJUSTMENTS,国际商务函电 Business Letters,UNIT 11 COMPLAINTS, CLAIMS AND ADJUSTMENTS,Objectives Lead-in Sample letter Useful Sentences Letter-Writing Guid,Objectives,Upon learning this unit, you should: know about the information to be covered in complaints, claims and adjustments. grasp all the important words and phrases.,Return,Lead-in,On execution of a sales contract, both the seller and the buyer must abide by the terms and conditions of the contract and strictly perform their respective obligations. If one of the parties breaches the contract, the other may run into trouble, or suffer great losses. In this case, the affected party can either request the defaulter to make sure that such things will not happen again, which is known as a “complaint”, or request him to make up his losses according to the relevant provisions under the contract, which is called a “claim”. When the other party gets a complaint or claim, he may either grant an adjustment or reject it depending on the circumstances.,Return,Specimen Letters 1 Complaining about the Inferior Materials,Dear Mr. Wang, The consignment of the clothing materials we ordered on August 10 is not the quality as shown in the samples. The consignment arrived yesterday, but on checking the materials with the samples you sent us, we are surprised to find that they do not match each other. Their quality seems inferior to the samples, so they do not meet our customers requirement.,We have arranged for the production of the customized suits and planned to start as soon as the materials arrive. However, we well have to postpone the original offers from our customers owing to the poor quality of the clothing material you sent us. This is bringing us much inconvenience. Would you take them back and replace them with the one as we ordered? We allow you another 10 days to prepare them. If you cannot guarantee delivery for whatever reason before September 1, we should ask for a complete refund of the money and full compensation for all our costs. Your prompt cooperation will be beneficial to both of us. Sincerely yours,Specimen Letters 2 Adjustment for the Wrong Materials,Dear Clean Presley, The correct consignment of the clothing material will reach you within 20 days. Im grateful for your letter dated September 1,. Were sorry to learn that the clothing materials dont match the sample. After careful examination, we found that we had misfilled your order and another order that was different from yours with only one letter. We have arranged for the correct consignment and it would arrive at you place by September 24. As compensation for the wrong delivery, I would like to provide you a 5% discount on this consignment, and I hope such an arrangement is satisfactory to you. Yours sincerely,Specimen Letters 3 Refusal to Request for Compensating for the Damaged Material,Dear Mr. Wilson, Every customer has a right to expect the best product and service from Caring Plastic Material. Every caring material is the result of years of experimentation. I have routed your letter of August 10th attached with photos to our production department. After careful inspection in our laboratory, we find that the materials Series 0150 you intended for refund were apparently exposed to a long-time sunlight. As we have noted from the beginning as well as mentioned in our advertising, Series 0150 cannot be shined for a long time.,However, Series 2115 can withstand exposure to all sunlight. They share all the merits of Series 0150 and are sunlight-proof and waterproof. They are also economical. If you need further details and any help we can offer on your selection, please call us at 01-45-4318188 or send us an e-mail at caringmaterialyahoo.com Frankly yours,Return,Useful Sentences,1. On examination，we found that the goods do not agree with/correspond to/conform to/tally with the original patterns/samples. 2. Upon examination, we found that many of the goods were severely damaged, though the cases themselves show no trace of damage. 3. The bulk of the goods delivered is not up to sample/does not conform to sample. 4. We have to/are compelled to/regret to complain about the serious/grave defects in the (goods) dispatched to us on July 7. 5. We are sorry/regret to say that the cargo has not turned out to our satisfaction. 6. A thorough examination showed that the broken bags were due to insecure/improper/negligent packing for which the suppliers are definitely responsible,7. This delay is causing us serious inconvenience because we, in our turn, promised delivery on the strength of your assurance. 8. We reserve the right to claim compensation from you for any damage. 9. On the basis of Clause 18 of the Contract, we hereby place our claims before you as follows: 10. We believe this is a fair adjustment, and trust that it will be acceptable to you. 11. The document/evidence produced by you to support your claim are/is insufficient. Therefore, we cannot take your claim for compensation into consideration.,