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1、Good is good, but better carries it.精益求精,善益求善。商务英语的10种抱怨信函写作-商务英语的10种抱怨信函写作Complaints&Claims(抱怨和索赔信函)抱怨、索赔信函的目的是为了获取更好的服务,对已出现的问题求得尽快的、妥善的解决。它通常是买方由于对收到的货物不满而书写,如:货物未按时到达;货物虽抵达,但与订单所载不同;货物有损毁现象;货物数量短缺或多余;货物质量与样品不符;服务不合理以及收费过高等,这些均是抱怨、索赔的正当理由。书写抱怨、索赔信函时,不妨开门见山出原先双方同意的条件,然后列举事实以表示有何不满,以及为什么不满,最后提出解决的方
2、法。内容应明确、清楚、有理,语气要简洁、坚决。避免使用愤怒和使对方过于难堪的措辞(除非你所抱怨的问题反复发生,且多次投诉而毫无结果)。1)ForDelayinShipment(由于发货延迟而抱怨)DearSirs,Thefurnitureweorderedfromyoushouldhavereachedusaweekago.Needlesstosay,thedelayindeliveryhasputustogreatinconvenience.Itisthereforeimperativethatyoudispatchthemimmediately.Otherwiseweshallbeobli
3、gedtocanceltheorderandobtainthegoodselsewhere.Pleaselookintothematterasoneofurgencyandletushaveyourreplyasearlyaspossible.Yoursfaithfully,XXX亲爱的先生们:我方从贵方订购的家具应于一星期前收到。不用说,发货的延迟给我方带来了很大的不便。因此,贵方必须立即发货,否则我们将被迫取消订单,到另处订货。请紧急处理此事,并尽快告知结果。2)ForPoor-Packing(由于包装不妥提出索赔)DearSirs,Wearewritingtoinformyouthatt
4、hetoyscoveredbyourorderNo.519arrivedinsuchanunsatisfactoryconditionthatwehavetolodgeaclaimagainstyou.Itwasfounduponexaminationthat10%ofthemarebrokenandsomearebadlyscratched,obviouslyduetotheimproperpacking.Therefore,wecannotofferitforsaleatthenormalpriceandsuggestthatyoumakeusanallowanceof20%onthein
5、voicedcost.Thisistheamountbywhichweproposetoreduceoursellingprice.Ifyoucannotaccept,Imafraidweshallhavetoreturnthemforreplacement.Sincerelyyours,XXX亲爱的先生们:我们写信通知贵方,519号订单玩具已收到,但货物状况很不令人满意,故我们不得不提出索赔。经检查,我们发现有10的货物破损,而且一些也有严重磨损现象。很明显,这是由于包装不妥造成的。因此,我们无法以原价售出货物。建议贵方依照发票金额给予20的折扣,这是我们所建议降低的售价额度。如果贵方无法接
6、受,我们将不得不退货,要求替换。3)ForDamageofGoods(由于货物损坏而抱怨)DearSirs,OurorderNo.JT-8Theglasswareyousuppliedtoourorderof3rdJulywasdeliveredbytheshippingcompanythismorning.The160cartonscontainingthegoodsappearedtobeinperfectcondition.ButwhenIunpackedthemwithgreatcare,Iregrettoreportthat10cartonsofglasswarebadlycrack
7、ed.Wetrustyoucanunderstandthatweexpectthecompensationforourdamagedgoods.Yoursfaithfully,XXX亲爱的先生们:订单JT8号我方于7月3日从贵处订购的玻璃器皿已于今早货运公司送到。装有货物的160个纸箱完好无损。但当我们小心打开检查时,发现有10箱玻璃器皿严重破损。相信贵处能理解我方要求对损坏货物进行赔偿。4)ForIncomformity(由于货物不符而抱怨)DearSirs,OnMarch12,weordered1,200shirtssize42.Butunfortunately,wereceivedcom
8、pletelydifferentarticles-childrenclothestoday.Wecanonlypresumethatamistakewasmadeandthechildrenclotheswereforanotherorder.AsIhaveseveralcustomerswaiting,pleasearrangeforthereplacementsatonce.Faithfullyyours,XXX亲爱的先生们:三月十二日我订购了一千二百件四十二号男式衬衣。但不幸的是,今天我们收到了完全不同的货物儿童服装。我们想贵方一定搞错了,儿童服装是另一份订单。由于有几位客户在等货,故请
9、贵方立即安排更换货物。5)ForUnacceptableSubstitute(由于无法接受替代物而抱怨)DearMr.Cliff,DuringthepastthreemonthsIhaveplacedtwosizableordersforTheHandyDeskCompanionbyRoy.specifyingthehardbackbinding.Butbothtimeyousentmepaper-backbindingbecauseyouwereoutofstockonthehard-back.Fortunately,Iamstillsellingafewofthepaperbacks,bu
10、tmoreandmorecustomersaskforthehard-backones.(Atleasttwoofourcompetitorshavethisreferencebookinhard-backinourcities).Enclosedismyorderfor75copiesofTheHandyDeskCompanioninhard-back.Pleasedonot,underanycircumstances,sendmeanythingelse.Ihaveplentyofthepaper-backinstock.Verysincerelyyours,XXX亲爱的克里夫先生:在过去
11、的三个月中,我两次向贵方订购了相当数量的由罗伊所著的便利的办公伙伴一书,指定需要精装本。但贵方由于精装本缺货,两次寄给我的都是平装本。值得庆幸的是,我仍卖出一些平装本,但越来越多的顾客索要精装本。(本对少有两家竞争者出售此书的精装本)。随信寄上订单,购买75本便利的办公伙伴精装本。请无论如何,不要寄给我其它替代物。我现已大量平装本的库存。6)ForShortweight(由于短重而要求索赔)DearSirs,WehavejustreceivedtheSurveyReportfromShanghaiCommodityInspectionBureauevidencingthatalldrumsof
12、applejuiceweighshortbyform1to5kilogram,totaling300kilogram.Asthedrumswereintact,itisobviousthatapplejuicewasshortweightbeforeshipment.Undersuchcircumstances,wehavetofileaclaimagainstyoutotheamountofRMB850plusinspectionfee.weareenclosingtheSurveyReportNo.TE(95)115andlookingforwardtoyoursettlementatan
13、earlydate.Yoursfaithfully,XXX亲爱的先生们:我方刚刚收到上海商检局的栓验报告,证明所有苹果汁每桶少一至五公斤,总共减少三千公斤。由于果汁完好无损,显而易见,苹果汁估装运前就不够重量。在这种情况下,我方不得不向贵方提出八百五十元人民币的索赔,另加检验费用。现随信附上第TE(95)115号商检报告,希望早日解决这一问题。7)ForOver-Shipment(由于到货数量过多而抱怨)DearSirs,WethankyouforpromptnessindeliveringtheChinawareweorderedon20thDec.Thenumberofcartonsdel
14、iveredbyyourcarrierthismorningwas360,whereasourorderwasforonly320.Unfortunately,ourpresentneedsarecompletelycoveredandwecannotmakeuseoftheextragoods.Pleaseinformusbyfaxwhatwearetodowiththeextragoods.Yoursfaithfully,XXX亲爱的先生们:对于我方12月20日订购的瓷器,非常感谢贵方及时发货。然而,今早贵方承运人送来360箱货物,而我方只订购了320箱。很不幸,我方目前的需要已完全饱和,
15、无法接受多余的货物。请传真通知我方如何处理。8)ForInferiorQuality(由于质量低劣而抱怨)DearSirs,WithreferencetoourOrderNo.315,wearecompelledtoexpressourstrongcomplaintsfortheinferiorquality.ComparedtothesampleNo.169,thearrivedself-adhesivecorrectiontapeisverytransparentanddoesnotsatisfactorilycovertheerrorbeingcorrected.Weshallbegla
16、dtohaveyourexplanationofthisinferiorityinthequality,andalsotoknowwhatyoupurposetodointhismatter.Sincerelyyours,XXX亲爱的先生们:关于我方第315号订单,由于到货质量低劣,我主被迫表达强烈的不满。同169号样品经较,此次运到的修改带稀薄,无法满意覆盖被改正的错误。我方希望贵方对这一情况加以解释,并告知贵方对此事的处理方法。9)ForErrorsinanInvoice(由于发票错误抱怨)DearSirs,Whenyoursalesrepresentative,HelenXu,calle
17、donmeinlateDecember,shetoldmethatyouwereofferingaspecialpriceof$147onthe,WizardicemakerduringthemonthofJanuary.IorderedsixonJanuary17,figuringthetotalamountoftheorderat$882.However,theinvoicethataccompaniedtheshipmentshowedtheamountdueas$1098.ItisapparentthatIwaschargedtheregularpriceof$183insteadof
18、thelowerpriceIwaspromised.Imenclosingacheckfor$882inpaymentoftheorder.UnlessIhearfrom,youtothecontrary,Iwillassumethatthisisthecorrectamountandthatmyaccountisclear.Ifthisisnotthecase,IwouldlikeyourpermissiontoreturnthesixWizardicemakerstoyouatyourexpense.Sincerelyyours,XXX亲爱的先生们:当贵方销售代表海伦徐去年十二月底拜访我时
19、,告知今年一月份奇术制冰机将以每台147美元的价格销售。我于一月十七日订购了六台,应支付882美元。然而,贵方的销售价常规价每台183美元,而并非所许诺的低廉价格。随函附上一张882美元的支票。除非我听到异议,否则我将认为款额正确、帐务已清。如果情形相反,请允许我退回六台奇术制冰机,所需费用全由贵方支付。10)ForPoorPerformanceonaServiceContract(由于服务质量差而抱怨)DearMr.Weidner.ContractNo.17854YouwillrecallthatyouandIhavediscussedatleastthreetimesduringthepa
20、stsixmonthsthelowqualityofserviceprovidedbyyourhotel.Aftereachconversation,serviceisimprovedforashorttime,andthenreverts.backtotheoldstandardthatbroughtabortmyoriginalcomplaints.Iwillsummarizeinthislettermypreviousdiscussionsaboutyourperformance.Youmaywishtorefertoourcontractasyoureadmycomments.1.Wi
21、ndows:Accordingtothecontract,allwindowsaretobecleanedonceamonth.Thisisnotbeingdone.Oftenfromsixtoeightweekselapsebetweencleanings.Evenwhenthewindowsarecleaned,thejobislessthansatisfactory.2.Carpets:Thecarpetsshouldbevacuumedaftereachworkday.Althoughyourservicepeopledoshowupeachday,theireffortscanonl
22、ybedescribedascareless.3.Miscellaneous:Icouldmentionadozenothercleaningresponsibilitiesthatarenotbeingmetsatisfactorily-furnitures,lavatoriesandashtrays,forexample.Icallyourattentiontoparagraph7cinthecontract,Mr.Weidner,inwhichtheprovisionsforrevocationofthecontractaredescribed.Idonotliketoconsiders
23、uchapossibility,butImusthaveyourwrittenassurancethatallprovisionsofthecontractwillbemet.Iwillbepleasedtomeetwithyouoncemoretodiscussthesituation.Iassureyouthatthisamatterofsomeurgencytome.Yoursfaithfully,XXX亲爱的韦德罗先生:您会记得,在过去六个月中,我们至少三次讨论过贵旅店服务质量低劣问题。每次讨论过后,服务质量在短时间内有所提高,但不久又退回到原先的水平。在这封信中,我将就先前讨论问题做一概述。您在阅读此信时,也许需要参考我们的合同.1.窗户:遵照合同,每月清洗一次所有窗户。然而。此项工作并未得到落实。每次清洗相隔六至八周。即使窗户被清洗过,效果也不尽人意。2.地毯:每个工作日之后,对地毯应真空吸尘。尽管贵方服务人员每天露面,但工作很不仔细。3.各种事务:我可列举许多令人不满意的清洁工作,例如家具、卫生间、烟灰缸等等。韦德罗先生,请您注意我们合的每7c一段,有关终止合同的说明。我本人并不想考虑这种可能,但您是必须书面保证履行合同中的所有条款。我很愿意同您再次会晤,讨论目前情形。这事对于我至关重要,二盼急迫。-