1. BY CHERRY LU PROJECT 13 COMPLAINTS AND CLAIMS

2. LEARNING OBJECTIVES By the end of this project, you will be able to: ☆ make complaints and express your dissatisfaction ☆ make claim against your customer and state the reasons ☆ reply the letters of making complaints and claim

3. TASK 1 COMPLAIN ABOUT THE LATE DELIVERY Task You are Leon, the purchase representatives of Sunny Trading Co., Ltd. who has suffered a lot from the late delivery by Guangdong Homestar Electric Appliances Co., Ltd.. You’ve written a letter to urge the shipment but the delay goes on. So you’re annoyed by the situation and intend to write a letter to complain about that. Sunny Trading Co., Ltd.Homestar Electric Appliances Co., Ltd.

4. The reasons for making complaints ? Why do buyers make complaints The wrong goods may have been sent The quality may not be satisfactory The goods may have been delivered damaged or late The price charged may be excessive, or not as agreed

5. 1. on the strength of 基于， 依据 2. compel 强迫，迫使 3.prompt 提示 ; 促进 ; 激起 Letter 1

6. TASK 2 ASKING FOR COMPENSATION Task: Suppose you are the importer and have received the goods (Sewing Machines) on CIF in due time. However, some of them have been found damaged by rough handling during transit. Now write a letter to ask the exporter to lodge the claim against the insurer on behalf of you.

7. Dear Sirs Our Order No. 4312 We duly received the documents and took delivery of the good on arrival of the s. s. “ Isabella ” at Hamburg. We are much obliged to you for the prompt execution of this order. Everything appears to be correct and in good condition except in case No. 71. Unfortunately, when we opened this case we found it contained completely different articles, and we can only presume that a mistake was made and the contents of this case were for another order. As we need the articles we ordered to complete deliveries to our new customers, we must ask you to arrange for the dispatch of replacements2 at once.We attach3 a list of the contents of case No. 71, and shall be glad if you will check this with our order and the copy of your invoice. In the meantime we are holding the above – mentioned case at your disposal; please let us know what you wish us to do with it. Yours faithfully Adler Bismarch & Co. The need to complain The goods complained about reasons Inconvenience caused How the matter should be put right Letter 2

8. USEFUL EXPRESSIONS: 1. be obliged to 感激 e.g. 非常感谢你对我们的帮助。 We are much obliged to you for your help. oblige : force Circumstances oblige buyers to wait and see 2. in good/prime condition 3. attach attachment enclose enclosure e.g. We attach a catalogue of our goods for your reference. 3. disposal 处理， 处置 at one’s disposal 由某人处理 / 支配 e.g. 我们将把这箱子交你方处理 We will leave the case at your disposal

9. Dear Sirs, Your Order No 4312 per s. s. “ Isabella ” Thank you for your letter of February 10 informing us that the consignment was delivered promptly, We appreciate your straightforwardness in pointing out that case No.71 did not contain the goods you ordered. On going into the matter we find that a mistake was indeed made in the packing through a confusion of numbers, and we have arranged for the right goods to be dispatched to you at once. Relative documents will be mailed as soon as they are ready. We have already cabled to inform you of this, and we enclose a copy of the telegram. Please keep case No. 71 and its contents until called for5 by our Commercial Counselor ’ s Office, whom we have informed of the matter accordingly. We were sorry for the trouble caused you by the error and wish to assure you that care will be taken in the execution of your further orders. Yours sincerely China National Import & Export Corp. Letter 3

10. 1. On going into the matter 经调查此事 Translate the following sentence: On going into the matter we find that a mistake was indeed made in the packing through a confusion of numbers. 经调查此事，我们发现由于号码混淆导致包装错误。

11. Useful expressions: 1. claim 索赔 n. lodge/file/make/raise a claim against/with sb. 向某人提出索赔 Phrases : 由于品质低略而索赔 Claim for inferior quality 要求付款的诉权 Claim for payment 由于短装而索赔 Claim for short delivery 同意索赔 Accept a claim Admit a claim 拒绝索赔 Reject a claim 解决索赔 Settle a claim 撤回索赔 Withdraw a claim Letter 4

12. Useful expressions: Claim v. 表索赔的原因：～ for damage 表 …… 的金额：～ for US$ 10,000 表对某批货物索赔：～ on the goods 表向某人索赔： ～ with/against the manufacturer e.g.: file a claim on the shipment for RMB10,000 Letter 4

13. Translate the following: 1. 由于这批货劣质，我们不得不向你方索赔。 2. 对于货物在运输途中损坏，我们将向保险公司提出索赔 10000 元。 We have to lodge a claim against you on the shipment for inferior quality. We shall make a claim against the insurance company for the goods damaged during transit for 10,000 yuan.

14. How to write letters of making complaints a. Begin by regretting the need to complain b. Mention the date of the order, the date of delivery and the goods complained about c. state your reasons for being dissatisfied and ask for an explanation d. refer to the inconvenience caused e. suggest how the matter should be put right Conclusion