Chapter 11
Complaints and Adjustments (申诉与理赔)
 
Section 1  Introduction
Section 2  Specimen letters
Section 3  Useful Expressions (Self study after class)
Section 4  Guide to Writing
Section 5  Exercises

Section 1  Introduction

    Letter of complaint (投诉函---英式表达) or

    Claim letter (索赔函---美式表达)

   Written claims (书面索赔) are usually taken most seriously, and they establish a record of what happened.

 

    Letter of adjustment (理赔函)

    Learn to use tactics (战术) and strategies (策略) in writing; well-founded (有理的) and ill-founded (无理的) claims.

Section 2  Specimen Documents

     Specimen 1: Complaint about the inferior quality

                          (a mild complaint, 轻微的投诉)

Thank you for your prompt delivery of our trial order No. 2098 of July 15.

On examining the shoes, we found that the finish is poor because the coloring varies. We have sent you a parcel with some shoes to show you how inferior the finish is.

However, if you are willing to grant us a discount of 25%, we might be able to find an outlet (出路) for the shoes.

Please let us know whether you find this acceptable.

Specimen 2: Complaining about delayed delivery
(A strong complaint or ultimatum 强烈投诉或最后通牒)

We refer to (指的是) …., in which you promised to ship the goods we ordered in the middle of June to reach Shanghai by the end of June.

We would like to call your attention to the fact that no news has come from you about the shipment, although the time of shipment is now several weeks overdue (逾期的). As we informed you previously, July is the season for this commodity in our market, and the time of delivery is a matter of great importance to us. The delay of your shipment has resulted in a loss to us of about US $20,000.

In such circumstances, we have to lodge a claim (提出索赔) of US $20,000 with you.

We trust that you will give our claim your most favorable consideration (最优惠的考虑) and let us have your settlement (理赔) at an early date.

Specimen 3: Reply to a justified complaint (有理投诉)

I was extremely sorry to hear of the broken boxes and shortage of goods in the above order.

We have checked the order, and the poor packing you describe was due to problems we have had with a new type of packing material. This new material is not strong enough for packages like these. Your future orders will be packed in sturdier (更坚固的) material in order to prevent this from happening again.

We understand you need the missing items (丢失的物品) urgently and have already arranged the shipment of the missing pencils, pens and rulers. You will receive them well before schools start.

If you need any further help, please call me personally on … or email me at ….

 Specimen 4: Reply to an unwarranted complaint (无理投诉)

Thank you for your letter … reporting the patchiness (云斑) of the color on the shoes.

This kind of coloring is still in fashion. Judging by modern Chinese design, we took it for granted that Chinese ladies would be attracted by this finish. The same shoes are also made with even coloring (均匀的颜色), but unfortunately, the differences could not be seen so clearly in the pictures in our catalog.

We appreciate (感谢) your offer (报盘) to find a market for the shoes at a discount of 25%. Considering the good quality and fashionable style of the shoes, we regret that we cannot grant (给予) you such a big allowance. However, as this was our first transaction with you, we shall be pleased to allow you a reduction of 10%.

Should you prefer to return the shoes, please inform us of your decision and we will ask our shipping agents to collect and return them to us.

Despite this regrettable incident, we hope that you will continue to do business with us and we shall do our best to give special attention to the treatment (处理) of your orders.