外贸英语函电课件unit15.pptVIP

Unit 15Complaints and Claims Text A Ideally, it should not be necessary to complain, since in business everything should be done so carefully that no mistakes are made and nothing is damaged. Unfortunately, mistakes may occur in day-to-day business, and these give cause for complaints. Complaints may be of several kinds. Some complaints are about the quantity delivered. Perhaps not enough goods were sent, perhaps too many. And it is always a cause for complaint that the wrong goods were delivered. Often there are complaints about poor packing, which can cause damage to the goods. Sometimes the complaint is about inferior quality. In this case, buyers often complain that the goods are not up to the standard. There may be a discrepancy between the samples and the goods which actually arrive. A compliant may be about a delay in shipment. Usually, there is a penalty clause in the contract to protect the buyer against loss from delay. Complaints about damage are usually the business of insurance companies, but if the damage is caused by the negligence of the packer, then the insurance companies will not take responsibility. When there is a complaint that the wrong goods were sent, or too many, or too few, then it is always necessary to check the packing list as well as the invoice. The agent must investigate what has happened. The goods may still be at the port of loading. But the buyer cannot wait for the agent’s report. He usually insists on the goods being replaced as soon as possible. Bad, inferior or inadequate packing may cause damage to goods in transit. The buyer may accept damaged goods if the supplier offers a discount, but if the goods are badly damaged, they may be not salable and in this case the buyer will demand replacement. If the delay is very long, the buyer may cancel the order, and there may be a great loss to the supplier and the buyer. Text B Complaint Concerning Quality Dear Sirs: We have recently received a nu