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1、Unit 16 产品与服务投诉MR. SAKAI: I m sorry to have to say this, Clive, but we have got a problem. 酒井先生：克莱夫，这样讲很抱歉，不过我们有麻烦了。 CLIVE HARRIS: Hasn t the consignment arrived yet? 克莱夫哈里斯：货物还没到吗？ We sent them off on. 我们发货的时间是在 MR. SAKAI: No, Clive, you misunderstand me, the consignment arrived two days ago. 酒井先生：
2、不是，克莱夫，你误解了，货物两天前就到了。 Right on schedule. 按时到的。 No, the problem is with the product itself. 但，问题是产品本身。 CLIVE HARRIS: What is it? 克莱夫哈里斯：怎么回事？ MR. SAKAI: Last night I had a phone call from one of my warehouse managers. 酒井先生：昨天晚上，我接到一名仓库经理的电话。 He was very excited with the new product. 他对新产品很惊喜。 He was
3、certain that his son would love one. 他确信他的儿子会很喜欢。 So he took one home, opened it up and switched it on, and heard this. 因此，他带了一个回家，打开、启动，但听到了 CLIVE HARRIS: Do you have any idea how many units are defective? 克莱夫哈里斯：你知道有多少件有缺陷吗？ MR. SAKAI: We spent the day checking the whole consignment. 酒井先生：我们花了一整天检
4、查全部货物 Unfortunately it looks like batch numbers 993 and 994 all have the same problem. 不幸的是，看起来 993 和 994 两批都有这一问题。 Everything else seems fine. 其他的都还画稿。 But it was a long job. 但花费的时间很长。 My staff had to check every toy. 我的工作人员不得不对每个玩具逐一检查。 CLIVE HARRIS: Kazo, I will get this sorted out immediately. 克
5、莱夫哈里斯：加须，我会立即解决这件事。 MR. SAKAI: Clive, it is essential that we have these on the shelves by the end of this week. 酒井先生：克莱夫，我们一定要在这个周末把玩具上架，这很重要。 CLIVE HARRIS: I am sending Derek Jones over on the first flight. 克莱夫哈里斯：我派德里克琼斯搭乘最早一班飞机赶过去。 And I shall send Don to the suppliers to make sure it won t happ
6、en again. 我会派堂去供应商那里确保不会再发生这种事。 DON BRADLEY: There are two hundred fault circuit boards. 堂布拉德利：有 200 个坏电路板。 Our product for the far Eastern launch is defective. 我们在远东的产品上市已是不完善的了。 This will damage our reputation in the market place and it s very embarrassing for us. 这会损坏我们的市场声誉，使我们很尴尬。 I want to kno
7、w what you re going to do to remedy the situation. 我想知道你们采取什么措施来补救这种情况。 MR. CLAYTON: Mr. Bradley, we have tracked down the problem. 克莱顿先生：布拉德利先生，我们已经找到了问题所在。 We can guarantee that it won t happen again. 我们能保证不会再出现这样的问题。 There was a localized problem in quality control which we have isolated and rect
8、ified. 在质检本地化上有个问题，我们对此已进行了隔离和矫正。 We now have a new Quality Assurance programme. 我们现在用的是一套新的质保程序。 DON BRADLEY: That s all very well but you have failed to meet the terms of the contract. 堂布拉德利：这很好，但你们没能达到合约的条款。 I am afraid we have no option. 恐怕我们别无选择。 We will have to terminate the contract and find
9、a new supplier. 我们不得不终止合约，另找供应商。 MR. CLAYTON: Mr. Bradley, I understand your concern and recognise that it s a very unsatisfactory situation, 克莱顿先生：布拉德利先生，我理解您的担心，也承认这是个很不令人满意的情况， but may I point out it was just two batches that were defective. 但我想指出只有两批出现缺陷 DON BRADLEY: It may have been just two ba
10、tches but we now have two hundred defective products on the market with the Bibury name on them. 堂布拉德利：或许只是两批，但我们现在有 200 件有缺陷的产品在市场上，而上面印的 是 Bibury 的名字。 MR. CLAYTON: Mr. Bradley, we appreciate that the situation has damaged your reputation. 克莱顿先生：布拉德利先生，我们了解这种情况损及贵方的声誉。 And we are very sorry. 我们很抱歉。
11、 But we also have a good reputation. 但我们也有着良好的声誉。 And that reputation is built upon reliability and good relationships with our customers. 我们的声誉是建立在产品的可靠性和良好的客户关系上的。 We supply many leading companies and we are very embarrassed by this incident. 我们为很多主要公司供货，这次事件也使我们很尴尬。 I must assure you that it won
12、t happen again. 我必须向您确保，这种事情不会再次发生。 DON BRADLEY: How can I be certain that it won t happen again? 堂布拉德利：我怎样才能确信这种事情不会再次发生呢? JENNY ROSS: Hello, this is Bibury Systems. 詹妮罗斯：你好，Bibury 系统公司。The fax machine that we hired from you has broken down. 我们租的你们的传真机坏了。 The paper keeps jamming. 传真纸总是卡住。 It hasn t
13、 worked properly since you installed it. 自从你们安装后就一直不能正常工作。 We would like someone to come and fix it now. 我们希望你们现在派人来修好。 Look, I spoke to someone three hours ago. 听着，我三小时前就跟你们的人讲了。 They said an engineer would come before lunchtime. 他们说午饭前会有个工程师过来。 But in the service agreement it says that you will se
14、nd someone within twenty-four hours. 但在服务协议里，你们承诺的是二十四小时内派人维修。 We need it fixed today. 我们需要它今天就修好。 Well, if you can t get it repaired today then we will have to cancel our rental agreement. 如果你们今天不能修好，我们就不得不取消我们的租赁协议。 KATE MCKENNA: Hello! 凯特麦凯纳：你好! JENNY ROSS: Welcome back. 詹妮罗斯：欢迎归来 I hear the Amer
15、ican launch was a great success. 我听说美国的产品上市很成功。 KATE MCKENNA: I think we ve cracked it. 凯特麦凯纳：我想我们大获全胜了。 Orders for Big Boss are right on target. “大老板”的定单纷纷而来。 And I had a wonderful holiday. 我度了个不错的假期。 For a few weeks I managed to stop thinking about Big Boss. 我试着这几周不去想 “大老板” 。 So how have things be
16、en here? 这里的事情怎样？ Is this post mine? 这是我的信件吗？ JENNY ROSS: No. This is yours. 詹妮罗斯：不是。这才是你的。 You haven t heard the news? 你还没听说吧？ KATE MCKENNA: What s happened? 凯特麦凯纳：怎么了？ JENNY ROSS: There s a problem with the circuitry on some of the units that went to Japan last week. 詹妮罗斯：上周运往日本的产品有些电路板出了问题 KATE MCKENNA: What! 凯特麦凯纳：什么！ JENNY ROSS: Derek flew to Tokyo to look at the problem. 詹妮
