LESSON 21: HOW TO COMPLAIN ABOUT DAMAGE IN DELIVERY? --怎样就货物损坏提出诉怨？


CONTENTS

I. USEFUL EXPRESSIONS 常用语

II. SAMPLE 范文

III. TIPS 掌握写作要领

IV. EXERCISE: WORDS, PHRASES AND SENTENCE PATTERNS 精通常用词组和句型

V. WRITING WORKSHOP 写作小作坊

VI. GOODIES & GIFTS 实用小礼物

I. USEFUL EXPRESSIONS
常用语

1. How to start your letter?

I am referring to the fax machine we received this morning.

I am writing to draw your attention to the shipment of books we received this morning.

I would like to draw your attention to the shipment of garments we received this morning.

I am writing to you to complain about the calculators we received yesterday under the above order number.

2. How to present details about the damage?

When we checked the machine, we noticed the following problems: ...

It seems that the damage was caused by rough handling.

It seems that the machine was not packed properly before dispatch.

Here is a list of damaged items.

Attached are three photographs showing the extent of the damage.

3. How to request adjustment?

I think the best solution would be for you to contact the forwarding agent.

As the sale was on a c.i.f. basis, we suggest you contact the forwarding agent with regard to compensation.

I would like to know how to return the damaged goods.

4. How to end your letter on a positive note?

Please look into the matter promptly and let us know what you intend to do with the damaged goods.

Apart from this problem, we were very pleased with the new model and hope to reorder in the near future.



II. SAMPLE
范文


Dear Mr. Clark:

The shipment of 36 dining tables (our order No. 348977) arrived at Riverside this morning. When we examined these tables, however, we found that 4 of them had been damaged. It seems that the damage was caused by rough handling in transit.

As the sale was on a c.i.f. basis and the forwarding company your agents, we suggest you contact them with regard to compensation. I have enclosed 4 photographs showing the extent of the damage, and I would like to know how to return the damaged tables to you. The whole consignment will be put to one side until we receive your instructions.

Please let me hear from you as soon as possible. Apart from this problem, we were very pleased with this new addition to your line and hope to reorder in the near future.

Sincerely,



Robert Brown
Purchasing Manager

Enclosure


III. TIPS
掌握写作要领

How to write a letter of complaint

1. Be specific about the damage: state exactly what is wrong, provide the necessary details.

2. Be reasonable: use facts and evidence instead of harsh words.

4. Be positive: suggest adjustments, solutions, or improvements.

5. Be as flexible as possible in talking about adjustments.

6. Try to end your letter on a positive note.



IV. EXERCISE: WORDS, PHRASES AND SENTENCE PATTERNS
精通常用词组和句型

1. Click on the word or phrase that fits the sentence:

  1. I am writing to you to complain ____ the shipment of blankets we received yesterday.
    (A) on
    (B) for
    (C) with
    (D) about

  2. The boxes in which the cookies were packed were damaged, and looked as if they had been broken open ____ transit.
    (A) on
    (B) in
    (C) at
    (D) from

  3. Thirty-three garments were crushed or stained. As a result, they cannot be sold ____ new articles in our shops.
    (A) as
    (B) for
    (C) of
    (D) by

  4. As the sale was ____ a c.i.f. basis, we suggest you contact the forwarding company with regard to compensation.
    (A) under
    (B) in
    (C) with
    (D) on

  5. The damage was clearly caused by rough handling. Please call this to the attention of those ____ charge of loading trucks.
    (A) at
    (B) with
    (C) in
    (D) on

  6. Apart from the packing material, we are very pleased ____ your new line of woolen blankets.
    (A) for
    (B) with
    (C) by
    (D) to




2. Fill in the blanks with words chosen from the list below. Add capitalization when necessary (1):


badly, examined, take the matter up, arrived, grateful, in the presence of, noticed, of, hold, recorded

1) When the consignment (1) at Hong kong on December 5, we (2) that case No. 15 was split. We therefore had the contents (3) by a local insurance surveyor (4) the shipping company's agents. As it is (5) in the surveyor's report, 6 (6) the 24 machines were (7) damaged.

As you (8) the insurance policy we would be (9) if you could (10) with the insurers.




3. Fill in the blanks with words chosen from the list below. Add capitalization when necessary (2):


perform, however, in accordance with, supplied, under, due to, use, due to, by, including

What does S&B's Limited One-Year Warrenty cover:

Damage (1) shipping the products to the customer is covered (2) S&B's Limited One-year Warranty. (3) , this warranty does not cover damage (4) external causes, (5) accident, abuse, misuse, servicing not authorized (6) S&B, usage not (7) product instructions, failure to (8) required preventive maintenance, and problems caused by (9) of parts and components not (10) by S&B.



V. WRITING WORKSHOP
写作小作坊


1. Displayed below are sentences for you to write a passage about electronic commerce (e-commerce). Number the sentences so that they can be arranged in a logical order:

And every day, more and more people are shopping online.

Online shopping -- both wholesale and retail -- is developing fast.

E-commerce is the online exchange of goods or services between buyers and sellers.

And for those who automate their supply chain, the opportunity for business-to-business e-commerce is even greater.

Therefore e-commerce is a unique opportunity for businesses of any type and any size.

Every day, more and more people gain access to the World Wide Web.



写作小作坊 叁考答案

E-commerce is the online exchange of goods or services between buyers and sellers. Online shopping -- both wholesale and retail -- is developing fast. Every day, more and more people gain access to the World Wide Web. And every day, more and more people are shopping online. Therefore e-commerce is a unique opportunity for businesses of any type and any size. And for those who automate their supply chain, the opportunity for business-to-business e-commerce is even greater.


2. In each of the following pairs of sentences, complete the second sentence so that it has the same meaning as the first sentence. Change passive voice into active voice (变被动语态为主动语态): Here is an example:

a) Applicants are required to submit financial statements.
b) The rules require that ....
[Answer] "The rules require that applicants must submit financial statements."

(1)
a) Your marketplace and, consequently, your customer database can be expanded by e-commerce.
b) E-commerce ....


(2)
a) If your Web site is linked to your database, visits, sales, buying patterns and trends can be tracked.
b) By linking ....


(3)
a) Your customers can be presented with products they're most likely to buy -- on an individual basis.
b) You ....


(4)
a) In a short period of time, business transaction on a global scale will be revolutionized by e-commerce.
b) E-commerce ....

VI. SOMETHING FOR NOTHING
GOODIES & GIFTS （实惠小礼物）

New Words, New Meanings

mass customization: n. (建立在计算机网络技术基础上的)全方位的定制生产

Read the short article below about MASS CUSTOMIZATION and learn more words:

Mass Customization

"Mass Customization" is the use of new manufacturing tools to customize products down to the individual level. Advanced machinery and Web technology are now converging to turn mass customization into a new style of business management.

Some analysts believe mass customization will supplant mass production as the fundamental model for manufacturing in the next century, because consumers today want products built just for their specific needs.

More and more companies are developing customization systems in conjunction with Web-based storefronts. The increased efficiencies of these new flexible manufacturing systems are making them much more cost-effective than old-fashioned, assembly-line mass production. Manufacturers can avoid keeping large, left-over inventories in stock that have to be put on sale, and the Web brings the manufacturer in direct contact with the end-user.

The end-user also benefit from these new systems. By allowing the end-user to use interactive tools to configurate or "personalize" the product they want, on-line customization systems put the consumer in command.



customize: v. 根据特殊需要定制

down to the individual level: 直到满足不同个人的需要

converge: v. 相结合

supplant: v. 替代

in conjunction with ... : 在做一件事的同时做另一件相关的事

Web-based storefront: n. 上店面， 上橱窗