Complaints & Claims （抱怨和索賠信函）抱怨、索賠信函的目的是為了獲取更好的服務(wù)，對(duì)已出現(xiàn)的問題求得盡快的、妥善的解決。它通常是買方由于對(duì)收到的貨物不滿而書寫，如：貨物未按時(shí)到達(dá)；貨物雖抵達(dá)，但與訂單所載不同；貨物有損毀現(xiàn)象；貨物數(shù)量短缺或多余；貨物質(zhì)量與樣品不符；服務(wù)不合理以及收費(fèi)過高等，這些均是抱怨、索賠的正當(dāng)理由。
書寫抱怨、索賠信函時(shí)，不妨開門見山出原先雙方同意的條件，然后列舉事實(shí)以表示有何不滿，以及為什么不滿，最后提出解決的.方法。內(nèi)容應(yīng)明確、清楚 、有理，語氣要簡(jiǎn)潔、堅(jiān)決。避免使用憤怒和使對(duì)方過于難堪的措辭（除非你所抱怨的問題反復(fù)發(fā)生，且多次投訴而毫無結(jié)果）。
1） For Delay in Shipment (由于發(fā)貨延遲而抱怨)
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,
親愛的先生們：我方從貴方訂購的家具應(yīng)于一星期前收到。不用說，發(fā)貨的延遲給我方帶來了很大的不便。因此，貴方必須立即發(fā)貨，否則我們將被迫取消訂單，到另處訂貨。
請(qǐng)緊急處理此事，并盡快告知結(jié)果。
2） For Poor-Packing （由于包裝不妥提出索賠）
Dear Sirs ,
We are writing to inform you that the toys covered by our order No.519arrived 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 , Im afraid we shall have to return them for replacement .
Sincerely yours ,
親愛的先生們：我們寫信通知貴方，519號(hào)訂單玩具已收到，但貨物狀況很不令人滿意 ，故我們不得不提出索賠。經(jīng)檢查，我們發(fā)現(xiàn)有10％的貨物破損，而且一些也有嚴(yán)重磨損現(xiàn)象。很明顯，這是由于包裝不妥造成的。因此，我們無法以原價(jià)售出貨物。 建議貴方依照發(fā)票金額給予20％的折扣，這是我們所建議降低的售價(jià)額度。如果貴方無法接受，我們將不得不退貨，要求替換。
3） For Damage of Goods （由于貨物損壞而抱怨）
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 unpacked them with great care , I regret to report that 10 cartons of glassware badly cracked .
We trust you can understand that we expect the compensation for our dam aged goods .
Yours faithfully,
親愛的先生們：訂單JT－8號(hào)我方于7月3日從貴處訂購的玻璃器皿已于今早貨運(yùn)公司送到。裝有貨物的160個(gè)紙箱完好無損。但當(dāng)我們小心打開檢查時(shí)，發(fā)現(xiàn)有10箱玻璃器皿嚴(yán)重破損。相信貴處能理解我方要求對(duì)損壞貨物進(jìn)行賠償。
4） For Incomformity（由于貨物不符而抱怨）
Dear Sirs ,
On March 12, we ordered 1,200 shirts size 42. But unfortunately ,we received completely different articles-children clothes today .We can only presume that a mistake was made and the children clothes were for another order .
As I have several customers waiting , please arrange for the replacements at once.
Faithfully yours,
親愛的先生們：三月十二日我訂購了一千二百件四十二號(hào)男式襯衣。但不幸的是，今天我們收到了完全不同的貨物――兒童服裝。我們想貴方一定搞錯(cuò)了，兒童服裝是另一份訂單。由于有幾位客戶在等貨，故請(qǐng)貴方立即安排更換貨物。
5） For Unacceptable Substitute （由于無法接受替代物而抱怨）
Dear Mr .Cliff,
During the past three months I have placed two sizable orders for The Handy Desk Companion by Roy .specifying the hard back binding .But both time you sent me paper-back binding because you were out of stock on the hard-back .
Fortunately ,I am still selling a few of the paper backs ,but more and more customers ask for the hard-back ones .(At least two of our competitors have this reference book in hard-back in our cities).
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