Пример 1. Жалоба по поводу задержки с доставкой ящиков с компакт-дисками.
Dear Mr. Steinbock,
Our order No 123-ZX
We notified you a week ago that two boxes with 400 units of CD’s were missing. We still have not heard from you or received the missing boxes.
This delay is extremely annoying, particularly in view of the fact that audio CD’s have a short life time.
We must insist on receiving the CD’s within the next seven days. Otherwise we will be forced to cancel the order No 123-ZX.
Sincerely yours,
Подпись
Arina Rodionova
Managing Director
Пример 2. Жалоба на некомплектную поставку.
Our purchase order Nr. 123/ 1912IEP
Dear Mr. Bethoven
We have received the consignment of Iamaxa electronic pianos as per our order Nr. 123/1919IEP from 19.12.04, and very regret having to following complaint.
We checked the consignment immediately after arrival and found that all of them are black! We were very surprised, because we ordered 7 black pianos and 3 Ferrari– red. It is very essential both for us and for our customers to have 2 different piano colours.
We can suppose that the forwarding agent made a mistake, and 3 additional black pianos were intended to other customers.
We would like to stress, that we urgently need this 3 Ferrari-red pianos!
We must ask you to arrange for the dispatch of replacements for the missing 3 Ferreri-red pianos, because we must meet a delivery date to our long time customers.
Sincerely yours,
M. Skripka
Purchase manager
Пример 3. Жалоба на заказ, полученный с повреждениями.
Dear Ms Sound
Our purchase order Nr. 123/456 from 11.10.2004
We regret having to make the following complaint concerning our purchase order 123/456 from 11.10.2004 for 50 boxes with Ceylon Tea.
On checking the consignment immediately after arrival, our agent found that 5 boxes arrived badly damaged and tea is certainly unsaleable.
We consider that this can only be due to rough handling in transport.
Please send us a replacement consignment for the damaged 5 boxes, which are being held for you in our warehouse.
Please inform us whether the boxes have been despatched and when we can expect delivery.
Sincerely yours,
M. Markov
Purchase Manager
Пример 4. Жалоба в транспортную компанию по поводу пропажи груза.
Notice of Loss
Dear Mr. Lorry
I am writing to you to complain about the service offered by your company.
On December 1 we sent 7 packages to our branch in Lesoto through the trade intermediary of your company.
Today our representative informed us that only 5 of 7 packages had arrived in good order and condition, wheares 2 packages are still loss.
Our branch in Lesoto needs the complete consignment urgently, as they have a substantial order. Delayed delivery will cause us serious problem with our customers.
Therefore we ask you to give your immediate attention to the matter.
Please let us know the result of your investigation as soon as possible.
Yours sincerely,
M. Petrov
Managing Director
Пример 5. Жалоба в туристическое агентство, не выполнившее своих договорных обязательств.
Dear Mr. Dean,
I am writing regarding the walking expedition and conference organized by your company on 1-21 August 2004/
We were very attracted by the idea of combining work with pleasure. However the reality was very disappointing.
You promise that a representative would meet us at the Heathrow was not kept. Waiting for him caused a lot of confusion, and the stress became even worse because of the extremely short time (55 minutes) we had between flights.
The hotel "Hanging Gardens" in Katmandu should have been "lovely" (according to your leaflets). However to our great surprise, 7 members of our group could not enjoy its charm because it was overbooked. Finally alternative accommodation took hours and in the end there was no other solution than to take 3 different hotels, where the level of service was inferior.
As far as the Himalayan expedition was concerned, we did not have enough tents, and the equipment did not correspond to the number of participants.
Finally, the side trip to Sri Lanka became extremely complicated, because it was badly organized. The one-day delay on returning to Katmandu and the missing of good connections to Sri Lanka meant that our stay in Sri Lanka was reduced to only two days.
I feel we deserve some sort of explanation and compensation for this. Unless we receive a satisfactory answer, we will be forced to put the matter into the hands of our solicitor.
I look forward to hearing from you soon.
Yours sincerely,
Подпись
Arina Rodionova
Member of Organizing Committee
Пример 6. Жалоба в туристическое агентство, не выполнившее своих договорных обязательств.
Dear Mr. Dean
I am writing to you about the trip to Himalayas and Sri Lanka you organized for a group of businessmen.
In accordance with your plan, one of your representatives should have met us in transit at Heathrow and escorted us to the departure terminal of our flight to Katmandu.
To our surprise, nobody at all showed up and, as we had only 55 minutes for the transfer, this caused us a lot of stress and trouble.
Furthermore, the Hanging Garden hotel in Katmandu was overbooked! Having paid an advanced for a 5– stars hotel, we had to look for alternative accommodation for 7 members of the group. It took us several hours, and we only found very inferior hotels, and the group ended up being spread between four hotels. This inconvenience upset the organization of the conference, as you can imagine.
Moreover, your duties included providing us with all equipment for the expeditions in the Himalayas. Again, I have to complain about a mistake you made: the number of tents was not sufficient and this caused a one-day delay to the entire expedition.
For this reason, when we arrived back in Katmandu, there was no flight to Sri Lanka till next day. As a result we ended up staying only two days in Sri Lanka instead of the four days we agreed with you.
We feel we deserve some sort of compensation for the stress we suffered and all expenses.
We suggest for all the money we paid you and the expenses incurred during the travel to be returned to us.
I enclose a copy of travel plan you prepared for us and receipts for all expenses we incurred.
I look forward to hearing from you soon.
Yours sincerely,
Подпись
Arina Rodionova
Member of Organizing Committee
Напоминание об оплате счета
К разделу жалоба можно также отнести письма– напоминания об оплате счетов. Ниже приведены примеры таких писем.
Пример 7. Настойчивое напоминание об оплате счета.
Dear Mrs. Armstrong
We have not yet received payment from you for our invoice number XXXX 12345 dated DD.MM.YY. Please refer to your purchase order number YYYY54321.
This invoice is now 14 days past due. Will you, please, take the time today to send us a check?
Thank you very much for cooperation.
Sincerely,
Подпись
A. Fedin
Account Manager,
AOLP Company
Пример 8. Вежливое напоминание об оплате счета.
Dear Mr. Bill
This is to inform you that we have not received the payment of $2’500 that appeared on our billing statement of 23.04.2004. If you have already made the payment, please disregard this notice.
If there is any question about your bill, please call my office immediately.
Thank you for giving your prompt attention to this matter.
Sincerely,
Подпись
M. Stupina
Account Manager
2.8. Ответ на жалобу
Ответ на жалобу клиента/партнера по бизнесу также относится к "трудным" письмам, поскольку в нем надо будет дать исчерпывающее объяснение причин, вызвавших недовольство клиента/партнера, стараясь сохранить при этом лицо своей компании.
План письма
1. Дайте ссылку на письмо– жалобу.
We thank you for your letter of May 22, 2004, in which you informed us that package number 5 of the above consignment contained the wrong goods.
Спасибо за Ваше письмо от 22 мая 2004 г., в котором Вы сообщаете нам, что в коробке 5 вышеупомянутого груза находятся не относящиеся к делу товары.
Thank you for your letter of May 22, 2004, in which you pointed out that three mistakes totally 1560 had been made on your statement.
Спасибо за Ваше письмо от 22 мая 2004 г., в котором Вы указываете, что в Вашем счете было сделано 3 ошибки на общую сумму 1560.
We would like to thank you for informing us of our accounting error in your letter on May 22, 2004.
Мы бы хотели поблагодарить Вас за сообщение о нашей бухгалтерской ошибке в в Вашем письме от 22 мая 2004 г.
We are always interested in receiving comments from our customers because this helps us to improve the service.
Мы всегда заинтересованы в получении отзывов от наших клиентов, поскольку это помогает нам улучшить наш сервис.
Your detailed description of the damage was very helpful to us.
Ваше детальное описание повреждений было очень полезным для нас.
2. Выразите сожаление по поводу предмета жалобы.
We are very sorry to know (to hear) that...
К сожалению, выяснилось, что...
We are very sorry to hear that 3 pianos of the wrong colour were sent.
Мы были очень огорчены услышать, что Вам были отгружены 3 пианино неправильного цвета.
We were very sorry to know that you were dissapointed with the consigment of designer denim jeans.
Мы, к сожалению, узнали, что Вы быди разочарованы качеством поставленных нами дизайнерских деним джинсов.
3. Объясните, что вызвало проблему.
We have investigated the matter and found that the mistake was due to...
Мы изучили этот вопрос и нашли, что ошибка была вызвана...
This was largely due to circumstances beyond our control.
Это, в основном, произошло по не зависящим от нас причинам.
I would, nevertheless, like to point out that...
Тем не менее, я бы подчеркнул (указал), что...
We have looked into this matter and found some confusion in the numbering of two different orders which were collected by our forwarding agent in Moscow.
Мы разобрались с этим вопросом, и оказалось, что произошла путаница в нумерации двух различных заказов, которые были собраны нашим экспедитором в Москве.
I can only assume that the forwarding agent made a mistake, and the contents of this case were intended for other customers.
Я могу только предположить, что экспедитор сделал ошибку (ошибся), и содержимое этого ящика (этой упаковки) предназначалось для другого заказчика.
4. Перечислите ваши действия, которые были предприняты Вами, чтобы разрешить возникшую проблему немедленно.
The goods you complained about has been withdrawn.
Товары, на которые Вы жаловались, были изъяты.
I am pleased to inform you that your order now is ready for despatch.
Я рад сообщать Вам, что Ваш заказ уже подготовлен к отгрузке.
We have already shipped replacements for the...
Мы уже отгрузили замену (товарам)...
5. Сообщите, что предпринято, чтобы не повторить подобную ошибку в будущем.
We have reviewed our ….. and can assure you that similar mistakes will not happen again.
Мы проверили нашу (службу доставки, экспедицию и т.п.) ….. и можем заверить Вас, что подобные ошибки не повторятся в будущем.
You may be sure that such a mistake will not be made again.
Будьте уверены, что подобная ошибка не повторятся.
The new ……. procedures will ensure that this problem will not happen again.
Новый порядок (расчетов, доставки, контроля качества и пр.) гарантирует, что эта проблема не повторится.
We will pay our special attention to proper packing in accordance with your special requirements.
Мы будем обращать наше особое внимание на соответствующую упаковку товаров в полном соответствии с Вашими требованиями.
6. Принесите еще раз свои извинения за принесенные неудобства. Если это уместно, предложите компенсацию за причиненный моральный и материальный ущерб.
We apologize for any confusion caused by the curcumstances beyong our control.
Мы приносим свои извинения за путаницу, вызванную не зависящими от нас обстоятельствами.
Please accept our apologies for the inconvenience.
Пожалуйста, примите наши извинения за причиненные неудобства.
We were very sorry about the inconvenience you have experienced.
Мы очень сожалеем по поводу причиненных Вам неудобств.
I apologize for the errors which were due to a fault in our computer, which has now been fixed.
Я приношу свои извинения за ошибку, вызванную дефектом нашего компьютера, который мы уже отремонтировали.
However, we sympathize with the inconvenience you have been caused and would like to offer you some sort of compensation.
Однако мы с сочувствием относимся к причиненным Вам неудобствам и хотели бы предложить Вам некоторую компенсацию.
Finally, we would like to apologize for the inconvenience you were caused and to thank you for your patience in this matter.
Наконец, мы хотели бы извиниться за причиненные неудобства и поблагодарить Вас за Ваше терпение в этом случае.
We would, therefore, like to offer you a 5% discount on your next purchase.
Мы, таким образом, хотели бы предложить Вам 5% скидку при Вашем следующем заказе.
7. Закончите письмо в оптимистическом тоне.
We look forward to hearing of the safe arrival of the replacements and to doing further business with you.
Мы надеемся, товары взамен (дефектных, поврежденных, недопоставленных и пр.) прибудут благополучно, и мы будем работать с Вами в будущем.
Once again, I regret for any inconvenience you may have suffered and look forward to doing further business with you.
Еще раз я выражаю мое сожаление за причиненные неудобства и надеюсь на совместную работу в будущем.
8. Ваши имя, подпись, должность.
Пример 1. Ответ на жалобу по поводу неправильной доставки.
Dear Mr Corelli,
Your order No 123-ZXC
We thank you for your letter of May 20, 2004, in which you informed us that case number 5 of the above consignment contained the wrong goods.
We have looked into this matter and found some confusion in the numbering of two different orders which were collected by our forwarding agent for shipment to the USA.
We have reviewed our coding system and can assure you that similar mistakes will not happen again.
We have already shipped replacement for the contents of case number 5 and instructed our representative in the USA to collect the wrong-delivered goods as soon as possible.
Finally, we would like to apologize for the inconvenience you were caused and to thank you for your patience in this matter.
We look forward to hearing of the safe arrival of the replacement and to doing further business with you.
Sincerely yours,
Подпись
Vasilisa Premudraya
Sales Department
В ряде случаев не всякая жалоба может считаться обоснованной. Встречаются не только недобросовестные компании, не выполняющие свои договорные обязательства, но также и недобросовестные покупатели, потребители, заказчики. Ниже следует упражнение, в котором приведен ответ на необоснованную жалобу.
Упражнение
Текст письма разбит произвольным образом. Пользуясь приведенным выше планом составления таких писем, составьте буквенную формулу реального письма.
Ответ на необоснованную жалобу.
Dear Mr Klinton
a. After having compared your sample pieces with the reference samples I find the quality absolutely identical.
g. I am surprised to learn that you have had cause to complain about the quality of designer denim jeans which we delivered.
e. I very much regret being compelled to write to you in this way.
f. Due to your earlier complaints I have made it my business to inspect each item personally before it is packed and shipped. The items matched your samples exactly, both in size, color and craftsmanship.
h. Your complaint of July 31, 2000
b. I must state, however, that there have been quite a few complaints on your part recently, and I cannot help feeling that your sole aim is to obtain an allowance.
d. As to your latest complain I have to inform you that we are not willing to accept it.
c. Please note that from now on we are not willing to accept any deductions from the price invoiced to you.