LESSON 24: HOW TO ASK FOR COMPENSATION OR SUGGEST ADJUSTMENT MEASURES?
--怎样向客户要求补偿或建议补救措施？


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 present your reasons for a compensation or adjustment?

During the past week, we've had problems with the auto-detection mechanism.

Enclosed is a report on the problems we have encountered.

As the report shows, these defective parts have caused the malfunction of our new system.

You will see from the report that poor service by your mechanics, not our driver's negligence, was responsible for the truck's breakdown.

2. How to make your request or claim more specific?

Since the product is covered under warranty #________ (copy enclosed), we would like to have a service technician from your company take an in-depth look at this problem.

It is my understanding that both parts and labor are covered under the warranty.

We request your immediate response to this problem, with specific action on the following matters: ...

We are therefore making a formal claim for the sum of $ 2,500.

We request that you make the following adjustments to the invoice: ...

Would you send us a rectified invoice, reduced accordingly?

Since service and repair calls come under the terms of warranty, we expect to have your service technician come to our plant as soon as possible.

Based on the terms specified in our agreement, we believe that your firm should stand behind your service and assume all costs of repairs.

3. How to end your letter?

We look forward to your dealing with these questions without delay.

You have provided us with high quality products for the past two years and we trust that future supplies will be of the quality we have come to expect.

We anticipate that you can resolve this problem so that we can maintain our relationship.

Thank you for your prompt attention.



II. SAMPLE
范文


Dear Mr. Clark:

Confirming our telephone conversation (May 6) regarding the defective TS-5 Network cards that we received on May 5, we will be returning the entire shipment. We request that a replacement shipment be made at once.

Enclosed are two samples showing the following problems:

  1. ....
  2. ....
  3. ....
These are serious problems which will affect the proper functioning of our finished products.

We suggest that the matter be handled in one of two ways: either a replacement shipment be made on a no-charge basis or a credit be issued against the invoice for the defective cards.

Please inform us which approach you would like to take.

Sincerely yours,



__________


Enclosure


III. TIPS
掌握写作要领

1. Support your request or claim with facts (or evidence) about the kind of loss you have suffered.

2. Support your request or claim by referring to terms in the warranty (or any other) agreement you have reached with the supplier.

3. Specify what kind of compensation or adjustment you want.

4. Ask for a prompt response from the supplier.


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. On October 15, my company entered ____ an agreement with your firm to purchase a total of 18,000 gallons of house paint.
    (A) to
    (B) on
    (C) into
    (D) at

  2. We request that you assign a team of technicians ____ the task of checking and re-installing the system.
    (A) to
    (B) on
    (C) for
    (D) with

  3. As a result of the defective switches, we are now faced ____ the following losses: ...
    (A) to
    (B) of
    (C) for
    (D) with

  4. We are returning the damaged bicycles ____ the same carrier you used to make delivery to our warehouse.
    (A) over
    (B) via
    (C) with
    (D) at

  5. We are returning a sample of these defective adaptors ____ separate mail, and would ask you to replace the whole lot by the end of November.
    (A) with
    (B) on
    (C) by
    (D) in

  6. ______ your charges for air freight are concerned, we agreed to pay the extra costs which you invoiced.
    (A) As well as
    (B) As much as
    (C) As good as
    (D) As far as

  7. We request you to take this fact _____ consideration and make an adjustment to the invoice.
    (A) under
    (B) into
    (C) for
    (D) to




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

whenever, as a result of, in, past, in advance of, for, since, under

We had organised a big publicity campaign (1) the official opening of the new International Shopping Mall.

That a parcel sent express should take so long to travel one hundred miles is (2) comprehension.

(3) the delay we are now faced with severe financial losses.

I am returning (4) repair the enclosed PD-500 Pocket Digital Assistant, which is covered (5) warranty #406783 (copy enclosed). (6) I bought it three weeks ago, the machine has inexplicably failed to work (7) I connect it to a PC. If the machine cannot be repaired, I hope you will send me a replacement that is (8) good working order.




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

make, fit, bear, provide, make, search, recur, discontinued

According to the agreement, the supplier should (1) the labor expense of this inspection.

Could you call me today to (2) arrangements for the return and crediting of the defective adaptors?

Please inform us about steps you are taking to make sure this problem does not (3) .

Before considering your bid, we want to (4) sure that you have solved all these quality problems.

I am sorry to hear that you are unable to (5) the FP-301 food processors that we ordered. I'm disappointed that you have (6) such a popular model. The alternative product you suggested (model FP-302) would not (7) our needs. We will have to (8) elsewhere for the food processors we need but will look forward to dealing with you again in the future.




V. WRITING WORKSHOP
写作小作坊


Displayed below are sentences and phrases for you to compose a sales letter asking for an opportunity to offer a quotation. Number the sentences so that they can be arranged in a logical order:

Dear Mr. Green:

we found that the alarm device did not work.

I hope you will send us a replacement and make sure that it works properly.

After the system has been installed,

I am returning for repair the security system we purchased from you a weeks ago (Invoice #708453).


Sincerely yours,



___________[name]
___________[title]

Hope to hear from you soon.

The product is covered under warranty #23089 (copy enclosed).

Would you please inspect the device and repair it for us?

If the device cannot be repaired,


写作小作坊 叁考答案

Dear Mr. Green:

I am returning for repair the security system we purchased from you a weeks ago (Invoice #708453). The product is covered under warranty #23089 (copy enclosed).

After the system has been installed, we found that the alarm device did not work. Would you please inspect the device and repair it for us? If the device cannot be repaired, I hope you will send us a replacement and make sure that it works properly.

Hope to hear from you soon.

Sincerely yours,



___________[name]
___________[title]




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

New Words, New Meanings

Words for wireless telephone (移动／无线电话):

mobile phone; cellular phone; digital phone

Example:
He spent most of the 120-minute drive to the airport on his digital cellular phone.