Task 4 Study the sample phrases, write the letter of complaint and reply to it.
The language of complaints 1. We would like to inform you... 2. I am writing to complain about... 3. I am writing with reference to Order No. P32, which we received yesterday. 4. This is the third time this mistake has occurred and we are far from satisfied with the service you offer. 5. Unless you can fulfill our orders efficiently in the future we will have to 6. consider changing to another supplier. 7. Please ensure that this sort of problem does not arise again. 8. The mistake must be corrected as soon as possible. 9. There appears to be an error on the statement. 10. There seems to be some misunderstanding regarding terms of discount. Discount is deducted from net prices, not cif prices. 11. Could you tell your dispatch department to take special care when addressing consignments? 12. Could you ask your accounts department to check my code carefully in future? My account number is 246-642, but they have been sending me statements coded 642-246. 13. I think the reason that wrong sizes have been sent to me is because I am ordering in metric sizes, and you are sending me sizes measured in feet and inches. I would appreciate your looking into this. 14. Rather than send a credit note you could send six replacements, which would probably be easier than adjusting our accounts.
Replying to letters of complaints 1. Thank you for your letter of 6 August informing us that... 2. We would like to thank you for informing us of our accounting error in your letter of 7 June. 3. We are replying to your letter of 10 March in which you told us that... 4. I strongly object to the extra charge of £9.oo which you have added to my statement. When I sent my cheque for £256.00 last week, I thought it cleared this balance. Now I find... 5. We received your letter today complaining of an extra charge of £9.oo on your May statement. I think if you check the statement you will find that the amount due was £265.00 not £256.00 which accounts for the £9.oo difference. I have enclosed a copy of the statement and... 6. Thank you for your letter. I checked the item you referred to, the Scriva Pen, catalogue No. G14 on our price-list. The price of the pen has been increased from £25.00 to £30.00, not by £30.00, and I think you will agree that for a fountain pen this is not an unreasonable increase considering that the cost of our materials has doubled in the past few months… 7. While we cannot give you an explanation at present, we are looking into the problem and will contact you again shortly. 8. As we are sending out orders promptly, I think these delays may be occurring during transit. I shall get in touch with the haulage contractors. 9. Would you please return samples of the items you are dissatisfied with, and I will send them to our factory in Dusseldorf for tests. 10. The mistake could not have originated here, and must be connected with the dispatch of the goods. 11. The mistake was due to a fault in one of our machines, which has now been corrected. 12. There appears to have been some confusion in our addressing system, but this has been sorted out. 13. It is unusual for this type of error to arise but the problem has now been dealt with. 14. We have now checked our accounts and find that we have been sending you the wrong statement due to confusion in names and addresses. The database has been adjusted and there should be no more difficulties. Please contact us again if a similar situation arises, and thank you again for pointing out the error. 15. The paintwork on the body of the cars became discoloured because of a chemical imbalance in the paint used in spraying the vehicles. We 16. The fabric you complained about has now been withdrawn. 17. We have closely compared the articles you returned with our samples and can see no difference between them. Therefore, in this case we are not willing either to substitute the articles or to offer a credit. 18. Our factory has now inspected the unit you returned last week, and they inform us that the circuits were overloaded. We can repair the machine, but it will be necessary to charge you as incorrect use of the unit is not covered by our guarantee. 19. In closing we would like to apologize for the inconvenience, and also point out that this type of fault rarely occurs in the Omega 2000. 20. Finally, may we say that this was an exceptional mistake and is unlikely to occur again. Please accept our apologies for the inconvenience. 21. Replacements for the faulty articles are on their way to you, and you should receive them tomorrow. We are sure that you will be satisfied with them and there will be no repetition of the faults. Thank you for your patience in this matter, and we look forward to hearing from you again.
Unit 7
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