Chapter 12 Complaints and Claims,2,Contents,Training Guidelines,3,Probable Working Environment,To enable students to gain some knowledge of Complaints and Claims; To familiarize students with the structure of letters on complaints and claims as well as related terms and useful expressions; To acquaint students with some terms of chemical industry; To strengthen students ability to analyze cases and write letters on complains and claims.,Liu Min now is working in Ningbo Sinopec Chemical Products Sales Company, which is the branch of the largest trading company with an annual chemical turnover of more than 22 million tons, integrating domestic and international trade of petrochemical products, mainly including synthetic resin, synthetic rubber, synthetic fiber feedstock,Probable Working Environment,and polymers, synthetic fiber products and organic chemical feedstock. Headquartered in Beijing, Sinopec Chemical Products Sales Company consists of four regional branches located respectively in Beijing, Ningbo, Guangzhou and Wuhan. These branches are entrusted to be respectively responsible in four regions - North China, East,Probable Working Environment,China, South China and Central China. The representative offices of the branches are set up in major target markets of China and new transit warehouses are established in major consumer areas for customer focus and better service. One day, Mr. Zhou, sales manager of Ningbo Sinopec Chemical Products Sales Company,Probable Working Environment,received a letter from its customer- ASB Chemical Products Company in America. Dear Sirs, S.S. “Far East”- Synthetic Resin With reference to our letter of July 3rd in connection with the synthetic resins shipped per,Probable Working Environment,S.S. “Far East” in execution of Contract No. NB-8797, and discharged at Houston, we now Lodge claims with you as follows: Claim Number Claim for Amount DEC-11 Short weight USD 2,000.50 DEC-12 Quality USD3,000.20 Total Amount USD 5,000.70 To support our claims, we enclose herewith one,Probable Working Environment,copy each of Inspection Certificates No. 7890 and No.7867 together with our statement of claims which amounts to USD 5,000.70. We feel sure that you will give our claims your most favourable consideration and let us have your statement at an early date. Yours faithfully, Johnson,Probable Working Environment,After reading this letter, Mr. Zhou asked Liu Min to give a proper reply to the claim. Liu Min decided to contact the company immediately. Suppose you are Liu Min, you are expected to write a letter to ASB Chemical Products Company to reply the claim.,Probable Working Environment,Discussion,Suppose you are the seller, which rules are to be noted when dealing with a claim?,What are two kinds of complaints being frequently made by buyers?,What are the elements in letters aiming at making complaints and claims as well as replying to complaints and claims?,From: fredzhounbsinopec.com.cn To: johnson2010 ASB.com.cn Date: Sat July. 7, 2010 17:00 Subject: Replying to a Claim Dear Mr. Johnson, We are in receipt of your letter dated July 5, with enclosures, claiming for shortage in weight,and inferior quality on the consignment of synthetic resins shipped per s/s “Far East”. We immediately looked into the matter and find that our synthetic resins were properly weighted at the time of loading and the quality was up to standard. We, on our part, really cannot account for the reason of your complaint. But since the synthetic resins were examined by a public,upon arrival at Houston, we cannot but accept your claim as tendered. We therefore enclose our check No.5500 for USD 5,000.70 in full and final settlement of your claims DEC-11and 12. Please kindly acknowledge receipt at your convenience. We apologize for the trouble caused to you and would like to assure you that all possible steps,will be taken by us to avoid any recurrence of similar nature in our future dealing with you. Best regards, Fred Zhou,Training Activity one,Training Activity Two,Key,Training Activity Three,Thank You !,