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1、1Business letters：投诉与索赔信函Part ：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
2、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 ：Sample ReadingSample 1For 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 th
3、at 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
4、将被迫取消订单，到另处订货。2请紧急处理此事，并尽快告知结果。Sample 2For 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
5、 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
6、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。Sample 3For Damage of Goods（由于货物损坏而抱怨）Dear Sirs,Our order No.JT-8 The gl
7、assware 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 underst
8、and that we expect the compensation for our damaged goods.Yours faithfully,3John Thomas亲爱的先生们：订单 JT-8 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。Sample 4For In-comformity（由于货物不符而抱怨）Dear Sirs,On March 12, we ordered 1,200 shirts size 42. But u
9、nfortunately, 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,John Thomas亲爱的先生们：三月十二日我订购了一千二
10、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，故请贵方立即安排更换货物。Sample 5For Unacceptable Substitute（由于无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
11、 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）.Enclosed is my order for 75 cop
12、ies of The Handy Desk Companion in hard-back. Please do not, under any circumstances, send me anything else. I have plenty of the paper-back in stock. Very sincerely yours,4John Thomas亲爱的克里夫先生：在过去的三个月中，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
13、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。Sample 6For Short-weight（由于短重而要求索赔）Dear Sirs,We have just received the Survey Report from Shanghai Commodity Inspection Bureau evidencing that all drums of apple juice weigh short by form 1 to 5 kilogram, totaling 300 kilogram. As t
14、he drums were intact, it is obvious that apple juice was short weight before shipment. Under such circumstances, we have to file a claim against you to the amount of RMB 850 plus inspection fee.We are enclosing the Survey Report No. TE（95）115 and looking for ward to your settlement at an early date.
15、Yours faithfully.John Thomas亲爱的先生们：我方刚刚收到上海商检局的检验报告，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。Part ：Useful Expressions & Sentence Patterns1. I am writing for a replacement of the dictionary included. 特函要求替换随信寄去的字典。 2. Wo
16、uld you please correct your shipment by sending the order No. 2530 by the first 5available vessel? 请把我方 2530 号订单项下的货物用第一艘可订到仓位的货船运来，以纠正你方发货错误。3. It would be highly appreciated if you could look into the personal computers, which should have reached our destination two weeks ago. 我方订购的个人电脑应在两周前到货，请查询有关交货情况。 4. We feel it necessary to inform you that your last delivery of our order is not up to the usual standard. 我们有必要通知你们上
