2.7. Жалоба

2.7. Жалоба

Письма с жалобой по поводу продуктов, сервиса, доставки и пр. принадлежат к категории наиболее трудных писем. Цель письма-жалобы не просто «выпустить пар», а получить компенсацию за невыполнение деловых обязательств. План письма-жалобы можно представить в следующем виде.

План письма

1. Объясните, по какому поводу вы жалуетесь, опираясь на фактический материал (даты, суммы, номер заказа и пр.).

I am writing to you to complain about the service….

Я пишу Вам, чтобы пожаловаться на сервис, (предлагаемый)...

I am writing to you with reference to the mentioned above safari, which you organized.

Я обращаюсь к Вам по поводу вышеупомянутого сафари, которое организовывала Ваша компания.

I have received your invoice No 4354-AZ for $1467 but noticed that a number of errors have been made.

Я получил(а) Ваш инвойс 4354-AZ на $1467, в котором, однако, отметил(а) ряд ошибок.

We received the consignment of Super Candy as per our order NNNNN from DDMMYY, and regert having to make the following complaint.

Мы получили груз Super Candy, согласно нашему заказу NNNNN от DDMMYY, и, к сожалению, должны заявить следующую рекламацию.

2. Объясните ваш резон для жалобы, сравнивая обещанные деловые обязательства (услуги, сервис, выполнение заказа и пр.) и реальные обстоятельства.

Unfortunately, the reality was very different.

Однако в действительности все оказалось совсем по-другому.

I regret to inform you that….

Мне очень жаль, однако я должен сообщить Вам, что...

We regret to inform you that we were no at all satisfied with your service.

К сожалению, мы должны сообщить Вам, что абсолютно не удовлетворены Вашим сервисом.

On checking the consignment immediately after arrival, we found that the goods arrived badly damaged.

Проверка груза сразу же по прибытии показала, что груз прибыл сильно поврежденным.

We regret to say, that you did not keep your promise of prompt delivery.

К сожалению, мы должны сказать, что Вы не держите своего обещания о срочной доставке.

We were very much regret to inform you that the quality of the goods is inacceptable low, namely fabric and colour.

К сожалению, должны сообщить Вам, что качество товаров было найдено неприемлемо низким, это касается, главным образом, материала и окраски.

We regret to inform you that the immediate examination of the goods shown that they are not in accordance with the contract specification

Мы, к сожалению, сообщаем Вам, что немедленная (по прибытии) проверка показала, что товары не соответствуют указанной в контракте спецификации.

3. Допускается выразить свои чувства по поводу происшедшего, предположить причины, которые вызвали данную проблему.

You can imagine our disappointment when we discovered...

Вы можете представить себе наше разочарование, когда мы обнаружили...

I can suppose that your partner in Santo Domingo didn’t...

Я могу предположить, что Ваш партнер в Санто Доминго не...

You can imagine our feelings when we realized that this would mean...

Вы можете представить наши чувства, когда мы поняли, что это должно означать, что...

4. Если это уместно, опишите Ваши собственные действия, которые Вы предприняли, чтобы решить возникшую проблему.

We have tried to contact you by phone but could get anyone who knew anything about this matter.

Мы пытались связаться с Вами по телефону, но не смогли никого найти, кто бы знал хоть что-то об этой проблеме.

We contacted your representative in Katmandu, but unfortunately without any success.

Мы связались с Вашим представителем в Катманду, но, к сожалению, безуспешно.

We enclose a report on the damage...

Мы прилагаем список повреждений.

We tried to remove rust stains, but without visible success.

Мы пытались удалить пятна ржавчины, но безуспешно.

5. Потребуйте объяснений от компании, не выполнившей свои обязательства, разъяснений, компенсации за причиненный ущерб, возмещения моральных и материальных издержек.

The best solution would be for me to return the wrong items to you, postage and package forward.

Наилучшим решением для меня был бы возврат неправильно присланных изделий за Ваш счет.

I feel we deserve some sort of compensation for this such as...

Я считаю, что мы вправе рассчитывать на некоторого рода компенсацию, например...

I suggest the money be exchanged at the rate pertaining on that day and that all charges be waived.

Я предлагаю, чтобы деньги (сумма платежа) были обменяны по курсу на указанный день, и отказываюсь от всех других выплат.

We must insist that you have to cover our expenses.

Мы должны настаивать, чтобы Вы покрыли наши расходы.

We must insist on receiving our prior payment.

Мы должны настаивать на признании нашего предыдущего платежа.

I should therefore like to have my money refunded.

Я бы хотел, таким образом, получить назад мои деньги.

Therefore I look forward to hearing your comments.

Таким образом, я надеюсь получить Ваши комментарии по этому вопросу.

We would be interested to know if you can offer an explanation for this poor quality of your service.

Нам было бы интересно узнать, какое объяснение Вы представите, чтобы оправдать столь низкое качество Вашего сервиса.

Will you please come and inspect the damage and arrange for a repair within next week?

Пожалуйста, приезжайте на следующей неделе, чтобы проверить повреждения и договориться о ремонте.

We refuse to accept the goods because of late delivery.

Из-за задержки с доставкой мы отказываемся принять товары.

6. Сообщите о мерах, которые будут предприняты в том случае, если ваши требования не будут удовлетворены.

We will keep the goods until

Мы задержим товары до тех пор, пока...

Unless we receive a satisfactory answer, we will be forced to put the matter into the hands of our solicitors.

Если мы не получим удовлетворительного ответа, мы будем вынуждены передать это дело в руки наших адвокатов.

Unless you can fulfill our orders efficiently in the future, we will have to consider other sources of supply.

Если в будущем Вы не сумеете эффективно выполнять наши заказы, мы будем вынуждены искать других поставщиков.

Please send us the replacement of consignment for the damaged and defective goods, which are being held for you in our warehouse.

Пожалуйста, пришлите нам новые товары взамен поврежденных, которые хранятся для Вас на нашем складе.

7. Стандартное окончание письма.

I look forward for hearing from you,

Надеюсь на Ваш скорый ответ.

8. Подпись, имя, должность.

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

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