Every Big Business Was Small Once

A wholesaler in Louisiana once received an order for $12.35 worth of candy from the “Horsie Hollow Candy Shop” in a small town. As he had never heard of a firm with this name, he asked the New Orleans office of Dun & Bradstreet, the famous American mercantile agency, for a credit report. Dun & Bradstreet had no record of the firm either, so they instructed one of their reporters to investigate. $12.35 is a small sum, to be sure, but the point is that there was a new firm which was not yet on file – an intolerable state of affairs. The investigator turned in the following report:

“The Horsie Hollow Candy Shop is situated on a dirt road just off the main highway. The shop consists of a remodeled turkey coop, valued at $35. A small but steady business is being done. The shop is run by two partners. Both are 11 years of age and unmarried. Their liquid assets amount to $13.25 in merchandise and cash. The owners have had two years’ experience in selling cookies and lemonade. Their principal suppliers are their mothers, both of whom reported prompt payments, that is, strictly C.O.D. Although the owners are men of limited means, they have a high standing in the community”.

The wholesaler was favourably impressed and sent the goods on his regular credit terms. The bill was paid promptly, and the wholesaler opened a new account in his books in the name of the Horsie Hollow Candy Shop.

VIII. Complaints and Adjustment

Complaints Concerning Goods Delivered

Acomplaint is made by the buyer if the wrong goods have been delivered, if the goods received are defective or damaged, if the quantity is not right, etc.

The letter of complaint (or: claim letter) must indicate clearly what is wrong. The seller cannot take any action unless he is informed exactly of the nature of the defect, extent of the damage, etc. The complaint should also contain such details as order number, date of order, or arrival date, to enable the seller to identify the consignment in question. The buyer usually requests a particular adjustment, but he may also ask the seller to make suggestions as to how the matter could be settled.

If the buyer has received the wrong goods, goods that are unsalable or otherwise of no use to him, he is entitled to reject them. Should he still be interested in the delivery of the proper goods, he demands a replacement.

In the case of minor defects in the goods delivered, the buyer will keep them but claim a reduction in price (allowance). Many small defects can be remedied by repair, or by the replacement of parts.

Sometimes the seller’s failure to supply the goods as provided for in the contract gives rise to an action for damages.

In many trades it is customary for the seller or manufacturer to offer the buyer a written guarantee (or: warranty). Under the terms of his guarantee, the manufacturer undertakes to replace or repair, free of charge, any article which may prove defective during the guarantee period, provided the defect is due to faulty material or workmanship.

Adjustment of Complaints

When a complaint is received from a customer, the supplier investigates the matter. If a decision cannot be made immediately, the supplier should write a brief acknowledgment informing the customer that his letter is receiving attention.

Depending on the circumstances, the seller may grant the buyer's claim, refuse it, or offer a compromise.

If the seller finds that he is to blame, he should frankly admit his fault, offer his apologies, and make a prompt adjustment.

Should it turn out that the buyer himself is responsible for the defect, the seller will, as a rule, refuse buyer's claim. Sometimes, however, in such cases, the claim is granted, or a compromise is made, in the interest of good business. The action taken depends on seller's adjustment policy, the type of customer concerned, and the circumstances of the particular case. Unfounded complaints made by customers who try to take advantage of the supplier are, of course, always refused.

Damage or loss in transit is a matter that has to be taken up with the carrier or the insurance company. If the carrier is liable for the damage or loss, a claim is entered with the carrier. Insurance companies pay compensation in the case of accident in transit regardless of whether the carrier or any other third person is liable, but they require the insured to assign to them any claims he may have against third parties.

In order to help his customer, the supplier is often prepared to send a replacement for the damaged or lost goods pending the settlement of a claim against an insurance company or a carrier.

Modern businessmen recognize the value of a satisfied customer. They do not regard complaints as a nuisance, but as a welcome opportunity to build goodwill. Many firms actually encourage customers to inform them whenever they are not completely satisfied with the goods or service received.

Sometimes a buyer’s complaint gives rise to a dispute. This is the case, for example, if the buyer claims that the quality of the goods is not according to contract and the seller claims that it is. Should the parties be unable to settle the dispute themselves, they have to refer the matter to a court of arbitration or to a court of law. As a rule, businessmen try to avoid litigation, which is both costly and time-consuming, and therefore agree, when entering into a contract, that disputes arising from the contract are to be settled by arbitration, whereby it is understood that they will both accept the arbitrator’s decision as final.

Terms and phrases

a. Making Complaints	Предъявление претензий
We are sorry to tell you that your last consignment has not turned out to our satisfaction.	Мы c сожалением сообщаем Вам, что мы не удовлетворены Вашей последней партией товаров.
Upon opening the case, which showed no signs of damage from the outside, we discovered that 25 plates were broken.	После вскрытия ящика, который не имел наружных повреждений, мы обнаружили, что 25 тарелок были разбиты.
We have noticed a shortage in weight of …	Мы обнаружили нехватку веса в размере …
Part of the goods have been damaged in transit (during transport).	Часть товара была повреждена во время перевозки.
The damage seems to have been caused by inadequate packing.	Вероятно, повреждение произошло из-за несоответствующей упаковки.
The samples taken from each of the three bags will show you that my claim is justified.	Образцы, взятые из каждого из этих трех пакетов, покажут Вам, что моя претензия обоснована.
We have no use for the poor quality you sent us.	Мы не применяем товары низкого качества, которые Вы нам прислали.
We place the faulty goods at your disposal.	Мы передаем дефектные товары в Ваше распоряжение.
We are holding the shipment pending the receipt of you instructions.	У нас имеется груз, ожидающий получения Ваших инструкций.
We are returning the blouse for your inspection.	Мы возвращаем блузку для Вашего осмотра.
We are prepared to keep the goods if you reduce the price by 20 %.	Мы готовы принять товары, если Вы снизите цену на 20 %.
We should be glad to hear of the allowance you are prepared to make.	Мы были бы рады узнать, какую скидку Вы готовы сделать.
Please send us replacements for these goods as soon as possible.	Пожалуйста, пришлите нам замену этих товаров как можно скорее.
Please let us know what you intend to do in this matter.	Пожалуйста, сообщите нам о том, что Вы собираетесь предпринять по этому вопросу.
This has been a matter of great annoyance to me.	Это мне доставило много неприятностей.
We expect you to devote more care to the execution of our orders in future.	Мы надеемся, что при выполнении наших заказов в будущем Вы будете аккуратнее.
Your efforts to avoid similar occurrences in the future will be appreciated.	Мы оценим Ваши усилия во избежание подобных случаев в будущем.
b. Granting Claims	Признание рекламаций
Thank you for writing us about your experience with …	Спасибо Вам за то, что написали нам о Вашем случае c … .
… for calling this error to our attention.	… за то, что обратили наше внимание на эту ошибку.
We are sorry to learn from your letter of … that one of our transistor radios, which you bought several months ago, has ceased to operate.	Из Вашего письма от ... (дата) мы с сожалением узнали, что один из наших транзисторных приемников, которые Вы купили несколько месяцев назад, прекратил действовать.
We are prepared to exchange the goods for those of another quality.	Мы готовы обменять эти товары на товары другого качества.
A new consignment is being rushed to you today.	Новый груз срочно будет отправлен Вам сегодня.
We are sending you … to replace the goods mentioned in your letter of…	Мы высылаем Вам ... на замену товаров, упомянутых в Вашем письме от ... (дата).
Enclosed you will find cheque for…, representing a refund on the shirts you recently returned to us.	С письмом Вы получите чек на ... (сумма) в качестве возмещенияза рубашки, которые Вы недавно нам вернули.
We shall enter a claim with the railway so that you will not be troubled further.	Мы представим претензию управлению железными дорогами во избежание неприятностей в будущем.
We are anxious to settle the matter to your entire satisfaction.	Мы стараемся уладить вопрос к Вашему полному удовлетворению.
We trust that the arrangement suggested will meet your approval.	Мы полагаем, что предлагаемое урегулирование будет Вами одобрено.
Please accept our apologies for the inconvenience caused you by this oversight.	Пожалуйста, примите наши извинения за неудобства, причиненные Вам этой оплошностью.
We shall take all possible steps to ensure that such a mistake is not made again.	Мы сделаем всё возможное, чтобы гарантировать, что такая ошибка не повториться снова.
c. Refusing Claims, Compromise, etc.	Отклонение претензий, компромисс
Since the inspection did not reveal any faulty material or workmanship, we feel that we cannot make the adjustment you request.	Так как осмотр не показал никаких дефектов в материале или качестве, мы считаем, что мы не сможем применить урегулирование, которое Вы предлагаете.
We regret that we cannot accept the return of the goods in this case.	Мы сожалеем, что мы в этом случае не можем принять возвращенные товары.
You will agree that under these circumstances we cannot be made responsible for the loss.	Вы согласитесь, что в сложившихся обстоятельствах мы не можем нести ответственность за убытки.
We cannot assume any liability in this case.	Мы не можем признать свою ответственность в этом случае.
We would suggest that you report the damage to the insurance company.	Мы предложили бы Вам сообщить о повреждении в страховую компанию.
If you follow our operating instructions, we are confident that the machine will give satisfactory service.	Если Вы будете следовать нашим инструкциям по применению, мы уверены, что машина будет функционировать.
Although the guarantee period has already expired, we are willing to accommodate you and make the necessary repairs free of charge.	Хотя гарантийный срок уже истек, мы готовы оказать Вам услугу и выполнить необходимый ремонт бесплатно.
To satisfy both parties, we suggest that we share the expenses.	Чтобы удовлетворить обе стороны, мы предлагаем разделить расходы.

Specimen letters