Complaints and their adjustment
Plan
1 Structure of complaints
2 Structure of claims
3 Variants of adjustments
No matter how good our intentions and efforts might be there are bound to be occasions when it is necessary to deal with complaints, or even make one.
Complaints are often received by companies who ship consignments abroad.
A letter of complaint is sent when:
1. Short-delivery/short-shipment (недопоставка товара), goods not ordered have been received:
it’s necessary to check the packing list(упаковочный лист) as well as the invoice.
2. Goods of an inferior (низкого) quality(the goods are not up to standard):
the buyer may accept damaged goods if supplier offers a discount, but if the goods unsaleable the buyer will demand replacements.
3. Discrepancy (несоответствие) between the description in the brochure and the goods arrived.
4. Damages of articles: usually the business of insurance companies but if it is caused negligence of the packers (inadequate packing) the insurance companies will not accept responsibility.
6. There is delay in shipment:
- companies usually have a penalty clause (пункт о штрафах) in their contract to protect them against loss from delay;
- if the delay is very long the buyer may cancel the order, and there may be great loss to both.
7. Misdirection and errors in addressing.
8. Manufacturing defects (found out through equipment operating).
Sellers most frequently make claims on Buyers because of default of payment.
The writer states, clearly and in detail, what inconvenience or damage has been caused and, possibly, what claims he rises.
It is no use writing complaints in an angry, abusive (оскорбительный) tone. A reference to the previously satisfactory deliveries and the high standing (хорошая репутация) of the partner will in most cases prove more helpful.
Structure(Body of the letter)and prefabricated chunks:
| Contains | English | Russian |
| Introduction | ||
| Inform about the problem occurred | We refer to our order No. … for the goods which arrived here on … (date). We would like to inform you … I am writing to complain about … | Мы пишем относительно нашего заказа № … на товары, прибывшие сюда … (дата). Хотим Вам сообщить … Пишу Вам для выставления рекламации … |
| Main part | ||
| Use neutral style to show your dissatisfaction If you know the reason of the problem tell your supplier about this If you know the way of solving the problem occurred tell your supplier about this | We are disappointed to find that the quality of the equipment (goods) you supplied does not meet (satisfy) the requirements of … To prove our statement we enclose (are enclosing) … The delay in delivery is causing us great inconvenience, as… So far we have received no reply We find it necessary to note … On examining the consignment we found that … Unless this order arrives here by … we shall have to cancel delivery Could you ask your (accounts) department to check … We are returning … and would ask you to replace … The best solution would be… postage and packing forward | К сожалению, мы обнаружили, что оборудование (товары), которые вы поставили нам, не удовлетворяют требованиям … В подтверждение нашего заявления мы прилагаем … Задержка в поставке приводит к большим неудобствам, поскольку … До сих пор мы не получили ответа… Считаем необходимым отметить.. Исследовав партию, мы обнаружили, что… Если груз по этому заказу не прибудет сюда к …, мы будем вынуждены отменить заказ. Будьте добры, попросите Ваш отдел (счетов) проверить… Возвращаем вам … и просим заменить … Лучшим решением вопроса было бы… c возмещением расходов на упаковку и пересылку |
| Close | ||
| Please ensure that this sort of problem does not arise again Unless you fulfill our orders efficiently in the future, we will have to consider other sources of supply We should be pleased if in future you … | Пожалуйста, больше не допускайте возникновения таких проблем. Если Вы не будете эффективно выполнять наши заказы в будущем, нам придется обратиться к другим поставщикам Мы будем рады, если в будущем Вы … |
Visteria Ltd.
P.O. Box 82
Kiev 253206
Ukraine
Men’s Clothes Dealers Ltd.
142 South Road
Sheffield S20 4HL
England
18th April, 1997
Ref: Our Order No.142 of 21st March, 1997
Dear Sirs,
Thank you for your delivery of men’s silk shirts, which we ordered on the 21st March, 1997. At the same time we would like to draw your attention to the following.
After examination of the shirts we discovered some manufacturing defects:
- there are oil stains on 12 shirts;
- the colour of buttons on 5 of the shirts does not match the colour of these shirts;
- one shirt is in a different style.
We are returning the defective shirts by separate mail, carriage forward, and would ask you to replace them with shirts in the colours and sizes specified below:
Size Colour Quantity
15 white 9
17 white 1
14 blue 6
16 blue 2
We would appreciate a prompt reply.
Yours faithfully,
/signature/
Vladimir Smurov
Export-Import Manager
Answering a complaint
It should a point of honour with a firm never to blame its employees when writing replies to complaints: the firm has undertaken the work (браться за работу) and the staff are the part of the firm, therefore the firm itself is at fault and must take the consequences.
It would be wrong policy to reject the claim off-hand(отклонить рекламацию).
The responsible party (сторона ответчик) must carefully explain why the claim is declined and try to persuade the dissatisfied party (истец) to withdraw the claim (отказаться от своей претензии).
If the contract is infringed (нарушен) and the parties in dispute (в конфликте) cannot reach the mutual understanding (прийти к взаимопониманию), i.e. cannot settle the matter amicably (решить спор дружески) then commercial disputes are settled by arbitration (передать спор в арбитраж). When the parties refer their disputes to the Arbitration Commission each party chooses its arbitrator (арбитр) from among the members of the Commission. If the arbitrators fall to come to terms (прийти к соглашению) they appoint an umpire (суперарбитр), another member of the same Commission.
Then the case is heard before a tribunal comprising two arbitrators and one umpire. The award is made by a majority vote (решение принимается большинством голосов).
The award of the Arbitration Commission is final and binding upon both parties (решение арбитражной комиссии окончательно и обязательно для обеих сторон).
Coping (давать адекватный ответ) with a complaintis one of the most difficult tasks facing the correspondent.
First he must find out whether the complaint is justified (обоснована) or not. If that cannot be ascertained (устанавливать) within a few days, he should write the customer immediately that he is investigating and will send a full reply soon. He should, however, avoidmaking rash promises.
If the fault is the exporter’s he should apologize politely and, if necessary, offer the customer a suitable compensation or indemnification. Of course, this is only done if the buyer has supported his claim sufficiently. The seller will assure him that such a thing will never happen again. Finally, he may let his customer know how much he appreciates the business connection with him. If possible, he points to a new line he is bringing out or makes him a special offer.
Structure(Body of the letter)and prefabricated chunks:
| Contains | English | Russian |
| Introduction | ||
| Inform of complaint received and gratitude for it | Thank you for your letter of … informing us that … We would like to thank you for informing us of our accounting error We were sorry to hear that … (to) be up to sample, as per invoice You were right to let us know about … | Благодарим Вас за письмо от …, в котором Вы сообщаете о … Мы хотели бы поблагодарить Вас за сообщение об ошибке в нашей отчетности Мы с огорчением узнали, что … не совпадать с образцами, указанными в счете Правильно сделали, что сообщили нам о … |
| Main part | ||
| If the complaint is well-founded - explain why the problem has arisen don’t abusing your colleagues -solve the problem as soon as possible and inform of this your supplier If the complaint is unfounded | This mistake was due to … You are perfectly correct in saying that … After investigating your complaint, we have to admit that … This consignment has been held up because of … It is unusual for this type of error to arise, but the problem has now been dealt with We can assure you that … Steps are being taken immediately to avoid such mistakes in the future A replacement for the substandard goods will be delivered next week We would ask you to return the faulty equipment at your convenience, carriage forward We have now taken the matter up with … May we remind you, however, that .. However we hope you will also try to see our point of view We regret that we cannot exchange …since … We regret to inform you that we cannot accept your claim because of … We would like to inform you that the delay in delivery occurred through no fault of ours It is not our fault that … | Эта ошибка произошла из-за … Вы совершенно правы в том, что … После изучения Вашей жалобы мы вынуждены признать, что … Партия задержана из-за … Такая ошибка является для нас нетипичной, но эта проблема уже устранена Можем заверить Вас в том, что … Мы немедленно примем меры для того, чтобы избежать подобных ошибок в будущем Замена недоброкачественному товару будет поставлена на следующей неделе Просим вас возвратить нам бракованное оборудование в удобное для вас время, без оплаты перевозки Мы решаем этот вопрос с … В тоже время, мы хотели бы напомнить Вам, что… Однако нам хотелось бы изложить также свою точку зрения К сожалению мы не можем заменить … , поскольку … К сожалению, вынуждены сообщить, что мы не можем принять Вашу претензию, поскольку … Мы бы хотели сообщить Вам, что задержка в поставке произошла не по нашей вине Это не наша вина, что … |
| Close | ||
| Offer your apologies | Please accept our apologies for - this delay - the inconvenience caused | Пожалуйста, примите извинения за - задержку - причиненные неудобства |
Men’s Clothes Dealers Ltd.
142 South Road
Sheffield S20 4HL
England
Visteria Ltd.
P.O. Box 82
Kiev 253206
Ukraine
21st April, 1997
Ref: Order No.142 of 21st March, 1997
Dear Mr. Smurov,
Your letter of 18th April, 1997, was duly noted. The shirts you returned to us are indeed defective. We have to admit that these defects were overlooked by our controller and offer apologies for the oversight.
We are sending you new shirts as a replacement this week by air, carriage paid, and would ask you to confirm their receipt by fax.
If any other problems arise, please do not hesitate to contact us.
Yours sincerely,
/signature/
Jack Brown
Claims Department