??MBA商务英语写作：诉苦、索赔和理赔信函(上)(1) Complaints & Claims （诉苦和索赔信函）诉苦、索赔信函的意图是为了获取非常好的效能，对已呈现的疑问求得从速的、妥善的解

决。它一般是买方因为对收到的货品不满而书写，如：货品未准时抵达；货品虽抵达，但与订单所载不一样；货品有损毁表象；货品数量短少或剩下；货品质量与样品不符；效能不合理以及收费过高级，这些均是诉苦、索赔的合理理由。

书写诉苦、索赔信函时，不妨开宗明义出原先两边附和的条件，然后罗列实际以标明有何不满，以及为啥不满，最终提出处置的办法。内容应清楚、理解　、有理，口气要简练、坚决。避免运用愤恨和使对方过于尴尬的遣词（除非你所诉苦的疑问重复发生，且多次投诉而毫无成果）。

1） For Delay in Shipment (因为发货推迟而诉苦)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,亲爱的先生们：我方从贵方订购的家私应于一星期前收到。不必说，发货的推迟给我方带来了很大的不便利。因而，贵方有必要当即发货，否则咱们将被逼撤消订单，到另处订购。

请紧迫处置此事，并从速奉乐成果。

2） For Poor-Packing （因为包装不当提出索赔）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 ,亲爱的先生们：咱们写信告诉贵方，519号订单玩具已收到，但货品情况很不令人满足　，故咱们不得不提出索赔。经查看，咱们发现有10％的货品破损，而且一些也有严峻磨损表象。很显着，这是因为包装不当构成的。因而，咱们无法以原价售出货品。　主张贵方依照发票金额给予20％的扣头，这是咱们所主张降低的价格额度。假定贵方无法承受，咱们将不得不退货，需求替换。 3） For Damage of Goods （因为货品损坏而诉苦）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,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。装有货品的160个纸箱无缺无损。但当咱们留心翻开查看时，发现有10箱玻璃器皿严峻破损。信赖贵处能了解我方需求对损坏货品进行抵偿。

4） For Incomformity(因为货品不符而诉苦　)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,亲爱的先生们：三月十二日我订购了一千二百件四十二号男式衬衣。但意外的是，今日咱们收到了完全不一样的货品――儿童服装。咱们想贵方必定搞错了，儿童服装是另一份订单。因为有几位客户在等货，故请贵方当即组织替换货品。

5） For Unacceptable Substitute （因为无法承受替代物而诉苦）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).

Enclosed is my order for 75 copies 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 ,亲爱的克里夫先生：在曩昔的三个月中，我两次向贵方订购了恰当数量的由罗伊所著的《便当的作业火伴》一书，指定需要精装本。但贵方因为精装本缺货，两次寄给我的都是平装本。

值得幸亏的是，我仍卖出一些平装本，但越来越多的顾客索要精装本。（本对稀有两家竞赛者出售此书的精装本）。

随信寄上订单，收购75本《便当的作业火伴》精装本。请不管如何，不要寄给我其它替代物。我现已许多平装本的库存。6）For　 Shortweight (因为短重而需求索赔)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 the 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 .

Yours faithfully .亲爱的先生们：我方刚刚收到上海商检局的栓验陈述，证明一切苹果汁每桶少一至五公斤,一共削减三千公斤。因为果汁无缺无损，清楚明晰，苹果汁估装运前就不可分量。在这种情况下，我方不得不向贵方提出8百五十元公民币的索赔，另加查验费用。现随信附上第TE（95）115号商检陈述，期望提前处置这一疑问。7）For Over -Shipment （因为到货数量过多而诉苦）Dear Sirs,We thank you for promptness in delivering the Chinaware we ordered on 20th Dec .The number of cartons delivered by your carrier this morning was 360, whereas our order was for only 320.

Unfortunately , our present needs are completely covered and we cannot make use of the extra goods .Please inform us by fax what we are to do with the extra goods .

Yours faithfully ,亲爱的先生们：关于我方12月20日订购的瓷器，非常谢谢贵方及时发货。可是，今早贵方承运人送来360箱货品，而我方只订购了320箱。很意外，我方当前的需要已完全饱满，无法承受剩下的货品。请传真告诉我方如何处置。

8） or Inferior Quality (因为质量低质而诉苦)Dear Sirs,

With reference to our Order No. 315, we are compelled to express our strong complaints for the inferior quality . Compared to the sample No . 169, the arrived self-adhesive correction tape is very transparent and does not satisfactorily cover the error being corrected .

We shall be glad to have your explanation of this inferiority in the quality , and also to know what you purpose to do in this matter .

Sincerely yours .亲爱的先生们：关于我方第315号订单，因为到货质量低质，我主被逼表达激烈的不满。同169号样品经较，这次运到的批改带冷漠，无法满足掩盖被改正的差错。我方期望贵方对这一情况加以说明，并奉告贵方对此事的处置办法。

9） For Errors in an Invoice(因为发票差错诉苦)Dear Sirs ,

When your sales representative, Helen Xu, called on me in late December ,she told me that you were offering a special price of $ 147 on the ,Wizard icemaker during the month of January .I ordered six on January 17, figuring the total amount of the order at $882.However ,the invoice that accompanied the shipment showed the amount due as $ 1098 .It is apparent that I was charged the regular price of $ 183 instead of the lower price I was promised .

Im enclosing a check for $ 882 in payment of the order .Unless I hear from , you to the contrary ,I will assume that this is the correct amount and that my account is clear .If this is not the case ,I would like your permission to return the six Wizard icemakers to you at your expense .

Sincerely yours ,亲爱的先生们:当贵方出售代表海伦·徐上一年十二月底造访我时,奉告本年一月份"奇术"制冰机将以每台147美元的价格出售。我于一月十七日订购了六台，应付出882美元。可是，贵方的销价格常规价每台183美元，而并非所承诺的轻贱卖格。随函附上一张882美元的支票。除非我听到贰言，否则我将认为款额正确、帐务已清。假定景象相反，请答应我退回六台"奇术" 制冰机，所需费用全由贵方付出。10.)For Poor Performance on a Service Contract (因为效能质量差而诉苦)Dear Mr .Weidner .

Contract No. 17854

You will recall that you and I have discussed at least three times during the past six months the low quality of service provided by your hotel .After each conversation, service is improved for a short time , and then reverts .back to the old standard that brought abort my original complaints .

I will summarize in this letter my previous discussions about your performance .You may wish to refer to our contract as you read my comments.

1. Windows :According to the contract ,all windows are to be cleaned once a month .This is not being done .Often from six to eight weeks elapse between cleanings .Even when the windows are cleaned ,the job is less than satisfactory .

2.Carpets: The carpets should be vacuumed after each workday .Although your service people do show up each day , their efforts can only be described as careless .

3.Miscellaneous : I could mention a dozen other cleaning responsibilities that are not being met satisfactorily--furnitures , lavatories and ash trays , for example .

I call your attention to paragraph 7c in the contract , Mr .Weidner , in which the provisions for revocation of the contract are described .I do not like to consider such a possibility , but I must have your written assurance that all provisions of the contract will be met .

I will be pleased to meet with you once more to discuss the situation. I assure you that this a matter of some urgency to me .

Yours faithfully,亲爱的韦德罗先生：您会记住，在曩昔六个月中，咱们至少三次谈论过贵旅馆效能质量低质疑问。每次谈论往后，效能质量在短时刻内有所前进，但不久又退回到原先的水平。

在这封信中，我迁就早年谈论疑问做一概述。您在阅览此信时，或许需要参阅咱们的合同.1. 窗户：遵循合同，每月清洗一次一切窗户。可是。此项作业并未得到实施。每次清洗相隔六至8周。即便窗户被清洗过，作用也不尽人意。2. 地毯：每个作业日之后，对地毯应真空吸尘。尽管贵方效能人员每天出头，但作业很不细心。3. 各种事务：我可罗列许多令人不满足的清洗作业，例如家私、清洁间、烟灰缸等等。韦德罗先生，请您留心咱们合的每7c一段，有关中止合同的阐明。我自己并不想思考这种可以，但您是有必要书面保证明行合同中的一切条款。我很情愿同您再次接见会面，谈论当前景象。这事关于我至关重要，二盼急迫。