英文投诉与索赔教案.doc

Business letters：Part Ⅰ：Brief Introduction 日常商务活动中，当顾客对商品的质量或售后服务等不满时，或者当买卖双方因为某一方未能很好地履行合约，因货物缺损、逾期装运、规格不符等情况造成另一方的麻烦或损失时，受损方可以使用投诉与索赔函要求责任方采取补救措施或赔偿。投诉与索赔函的内容应清楚、有理，语气要简洁、坚决，但要避免过激言辞，要明确提出解决方法。 投诉与索赔函的主要内容一般包括： 1. 直接陈述投诉的物品、事件，列举不满的事实、理由以及造成的不良后果； 2. 详细说明投诉的原因和内容，具体阐述遭受损失情况； 3. 要求对方给予明确答复，并采取补救措施，或直截了当地提出自己要求的补救措施； 4. 表示相信对方能够公正合理地解决问题，并表达希望尽快解决问题的强力愿望。 Part Ⅱ ：Sample Reading Sample 1 For Delay in Shipment（由于发货延迟而抱怨） Dear Sirs, 　　The furniture we ordered from you should have reached us a week ago. Needless to say, the delay in delivery has put us to great inconvenience .It is therefore imperative that you dispatch them immediately. Otherwise we shall be obliged to cancel the order and obtain the goods elsewhere. 　　Please look into the matter as one of urgency and let us have your reply as early as possible. 　　Yours faithfully, 　　John Thomas 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。 SFor Poor-Packing（由于包装不妥提出索赔） Dear Sirs, We are writing to inform you that the toys covered by our order No.519 arrived in such an unsatisfactory condition that we have to lodge a claim against you.It was found upon examination that 10%of them are broken and some are badly scratched, obviously due to the improper packing. Therefore, we cannot offer it for sale at the normal price and suggest that you make us an allowance of 20% on the invoiced cost. This is the amount by which we propose to reduce our selling price. If you cannot accept it, we shall have to return them for replacement. 　　Sincerely yours, 　　John Thomas 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。如果贵方无法接受，我们将不得不退货，要求替换。 SFor Damage of Goods（由于货物损坏而抱怨） Dear Sirs, 　Our order No.JT-8 The glassware you supplied to our order of 3rd July was delivered by the shipping company this morning. The 160 cartons containing the goods appeared to be in perfect condition. But when I