UNIT 6 COMPLAINTS |
6.1 Introduction |
If you make a complaint to a supplier, remember that the company involved will usually do their best to resolve the problem as quickly as possible, because they want to keep you as a customer. If you deal with a complaint, your response could be the difference between losing and keeping a customer.
Hot tip: Whatever the circumstances, always remain polite. |
6.2 Making a complaint |
Be sure you know all these words. Click to learn how each word or phrase is pronounced:
amend [v] | : sửa đổi, bổ sung |
blame [v] | : đổ lỗi, khiển trách |
: việc bên mua chịu phí vận chuyển | |
firmly [adv] | : một cách kiên quyết |
indicate [v] | : chỉ ra, cho biết |
officially [adv] | : một cách chính thức |
overlook [v] | : không nhận thấy, bỏ sót |
: tại chỗ |
When you discover an error or a problem, notify the responsible party immediately. The longer you leave it, the more likely it is that details and events will be confused or forgotten.
6.2.1 Opening paragraph
Dear (addressee)
a) I am writing to advise you that...
b) We are writing to officially complain about...
c) We were disappointed to receive...
d) I am writing to you concerning....
e) We have written to you previously about...
f) Order no. 2023/55
We received delivery of our order today and must notify you...
a) I am writing to advise you that...
b) We are writing to officially complain about...
c) We were disappointed to receive...
d) I am writing to you concerning....
e) We have written to you previously about...
f) Order no. 2023/55
We received delivery of our order today and must notify you...
6.2.2 Presenting the problem
a) When the consignment was opened at our premises we found that the contents of carton numbers 4 and 7 had been damaged. We are attaching a list of the damaged items...
b) Your confirmation email dated 12 July indicated despatch of the order within six weeks, but that period has now passed and we are still awaiting your advice of shipment...
c) Our order was for 500 items in blue, catalogue reference CT0104, but we have received 400 of the correct items, together with 100 items in green...
d) Your quotation reference MB1044 clearly stated the price as CIF Hanoi, but our customs agents have advised us that the goods were shipped as carriage forward...
e) Although we received acknowledgement of our first letter dated 14 March, we are concerned that we have heard nothing since...
f) This is the second time that this problem has happened, and will cause us considerable inconvenience...
6.2.3 Explaining the problem
a) We have examined the cartons, and they would appear to have been dropped...
b) The carton containing the green items is labelled CT0104, so it seems that a mistake occurred during packing...
c) As all the documents relating to this shipment refer to CIF Hanoi, I believe that the shipping company has made a mistake...
d) The consignment was addressed to our head office rather than to our factory, as instructed by our fax dated 26 April...
6.2.4 Dealing with the problem
a) Please let us know as soon as possible how the broken items will be replaced...
b) We require the consignment in order to begin a project in September, and will have to cancel the order if you cannot guarantee shipment within the next 30 days...
c) Would you please send a carton of the correct items immediately, and let us know what we should do with the green items...
d) Please contact the shipping company immediately and ask them to amend their documents to show that the freight charges were pre-paid...
e) We will placing another order shortly, so would you please confirm that our delivery instructions will be followed in future...
6.2.5 Closing
a) I would appreciate a prompt reply...
b) We look forward to receiving your immediate reply...
c) We require the replacement items urgently, and look forward to hearing from you as soon as possible...
d) We cannot collect the consignment until this matter is dealt with, so please confirm immediately that you have spoken to the shipping company, and send us copies of any correspondence...
e) The quality of your products is excellent but the standard of service is not acceptable. We therefore look forward to receiving your assurance that the problem will not occur again.
Hot tip: A letter of complaint should be written so that a mistake can be corrected, and not for the purpose of finding fault or blaming somebody. |
6.3 Models and examples of correspondence |
Be sure you know all these words. Click to learn how each word or phrase is pronounced:
6.3.1 Making a complaint
CORRESPONDENCE EXAMPLE 6/A
In this example, Professor Hoang makes a complaint about his order. Read the email and answer these questions:a) On what date were the books delivered?
b) What is Professor Hoang’s complaint?
c) How many books have been damaged?
d) What is the cause of the damage?
e) What is Professor Hoang’s proposal for dealing the problem?
b) What is Professor Hoang’s complaint?
c) How many books have been damaged?
d) What is the cause of the damage?
e) What is Professor Hoang’s proposal for dealing the problem?
From: namhoang@ud.edu.vn Dear Mr LeeSubject: Order DOA/149/HVM Date: 28 February, 2006 14:12:35 GMT+07:00 To: cavendish@hkg.com I am writing to advise you that my order ref. DOA/149/HVM was delivered by Federal Express this morning in a damaged condition. The corner of one carton was split, which had allowed water to enter. As a result, 18 copies of Industrial Design, ISBN 0 899 33188 7, are stained and unusable. Would you please send replacement copies as a matter of urgency, and advise me of the shipping details. Please let me know if you wish the damaged books to be returned. I look forward to hearing from you as soon as possible. Yours sincerely Prof Dept of |
6.4 Dealing with a complaint |
Be sure you know all these words. Click to learn how each word or phrase is pronounced:
annoyance [n] | : sự làm phiền, điều khó chịu |
authorise [v] | : uỷ quyền, cho phép |
claim [n] | : quyền yêu cầu, sự đòi hỏi |
expense [n] | : chi phí, phí tổn |
frustration [n] | : sự thất vọng, việc gây thất bại |
incur [v] | : gánh chịu |
justified [adj] | : hợp lý, có lý do chính đáng |
lodge [v] | : gửi, đệ đơn (kiện) |
oversight [n] | : trường hợp sơ suất |
: biên bản giao trách nhiệm |
Before responding to a complaint, ask yourself the following:
• Has the customer provided sufficient information about the complaint?
• Do I have sufficient information to give a complete reply?
• Is the complaint reasonable or justified?
• Is my company responsible for dealing with the problem?
• Do I have sufficient information to give a complete reply?
• Is the complaint reasonable or justified?
• Is my company responsible for dealing with the problem?
6.4.1 Opening paragraph
Whatever the circumstances, thank your customer writing. Here are some examples:
a) Thank you for your email dated 15 June regarding your order number...
b) I received your fax dated 11 May, and am sorry to hear that there was a problem with...
c) Thank you for advising us about the delay in transit...
d) Order Ref. AD/3130
Thank you for notifying us of the damage to your consignment...
b) I received your fax dated 11 May, and am sorry to hear that there was a problem with...
c) Thank you for advising us about the delay in transit...
d) Order Ref. AD/3130
Thank you for notifying us of the damage to your consignment...
6.4.2 Explaining the problem
a) The consignment was packed in ISO approved cartons, and left our premises in perfect condition, so we must assume that the damage occurred in transit. The goods were covered by ‘All Risks’ insurance, so we will ask our insurers to examine the damaged items. Would you please put these items to one side, together with the cartons...
b) Please accept my apologies for not advising you earlier of a slight delay in completion of your order. I have been away on business, and you should have been informed of a problem that slowed down production for a few days...
c) Our consignment note clearly shows that the freight charges were for our acccount...
d) We have checked our stocks and found that a few cartons had been incorrectly labelled. The necessary steps have been taken to make sure that this problem does not happen again...
Hot tip: Don’t mention or blame individuals by name, even if you know who was responsible for the error. Individuals are representatives of their company, and it is the company that must accept responsibility. |
Tell your customer what you are doing to correct the problem. Here are some examples:
a) Replacement items are being packed today, and will be shipped free of charge on the next available vessel. We will advise you of the shipping details as soon as possible...b) The problem has now been cleared, and your order will be assembled and delivered to the port for shipment within five days, to be loaded on the SS...
c) I have requested the shipping company to amend their documents, and have sent a confirming email, a copy of which is attached. They assured me that they would send a message to their agents immediately authorising release of the consignment...
d) We will send the correct items by air freight, and will advise you of the flight details later today. Our forwarding agents, Star Freight, will contact you shortly to arrange collection and return of the wrongly labelled carton...
6.4.4 Closing
a) Please accept our apologies for any inconvenience that was caused by the damage. We have used the same shipping company a number of times, and have never experienced this problem before...
b) I trust that you will not be inconvenienced by the delay, and apologise again for not keeping you informed. Please be assured that such an oversight will not occur again...
c) The shipping company has apologised for their error, which should now be corrected. Please let me know as soon as you receive the consignment in good order...
d) We would like to apologise for this unusual error, and can assure you that your next order will be correct.
6.4.5 Requesting more time
a) As previously advised, the goods were shipped 23 May, and should have arrived
b) I am looking into this matter, and will provide more information shortly...
c) At present, I regret to say that I do not know how the error occurred, but I will find out and let you know as soon as possible...
d) The consignment was securely packed in accordance with your instructions, so I cannot comment on the damage at present. I have, however, spoken to our forwarding agents and asked them to lodge a notification of claim against the shipping line. I will be in contact again when I have further information...
6.4.6 Unreasonable complaints
a) We are sorry to hear that the containers are not the size you required, but our catalogue clearly states that the capacity is 10 litres. Under the circumstances, we cannot agree to your request for the order to be replaced at our expense. If you cannot use the containers, they can be returned, and we will refund the order value, less any charges we incur...
b) Unfortunately, we cannot help you with your damages claim because the goods were sold on an EXW basis, and collected from our premises by your forwarding agents. We have a ‘clean’ signature on our release note for receipt of the consignment in perfect condition. We assume that you arranged insurance and would suggest that contact your insurers regarding this matter...
c) You have suggested that your order has not been completed within the agreed time, but we would refer you to our quotation ref. DTR-1044-06 dated 14 July, in which we said that completion would take between four and six weeks. Your official order number
2165/06 was received 10 August, and will be available for shipment on or around 14 September, which is well within the specified period...
6.5 Models and examples of correspondence |
Be sure you know all these words. Click to learn how each word or phrase is pronounced:
compensation [n] | : tiền bồi thường |
exclusively [adv] | : dành riêng, độc quyền |
inspect [v] | : kiểm tra, thanh tra |
: không ích gì |
6.5.1 Dealing with a complaint
CORRESPONDENCE EXAMPLE 6/B
6Bi) In this example, Mr Lee responds to Professor Hoang’s complaint (see Correspondence Example 6/A). Read the email and answer these questions:a) Who will pay the costs of replacing the books?
b) Why does Mr Lee ask Professor Hoang to keep the damaged books?
c) Who does Mr Lee think is responsible for the damage?
d) How will Mr Lee try to get compensation?
e) Which words or phrases in the email have these meanings?
1. to give a document to somebody for consideration
2. without exception
3. money paid to somebody because of damage
4. to check something carefully
b) Why does Mr Lee ask Professor Hoang to keep the damaged books?
c) Who does Mr Lee think is responsible for the damage?
d) How will Mr Lee try to get compensation?
e) Which words or phrases in the email have these meanings?
1. to give a document to somebody for consideration
2. without exception
3. money paid to somebody because of damage
4. to check something carefully
From: cavendish@hkg.com Dear Professor Hoang Subject: Order DOA/149/HVM Date: 01 March, 2006 08:24:36 GMT+06:00 To:namhoang@ud.edu.vn Thank you for your email dated 28 February. I was to sorry to hear about the water damage to the books, and will arrange for replacement copies to be sent free of charge by Federal Express, and advise you of the details tomorrow. With regard to the damaged books, there is no point in returning them, but would you please keep them for a few days in case Federal Express wish to inspect the damage. I will submit a compensation claim to them shortly. Please accept my apologies for any inconvenience caused. We use Federal Express almost exclusively for distribution and rarely have any problems. Yours sincerely Samuel Lee Sales Manager Cavendish Publications |
Answer Key
6.5.2 Requesting more time
a) What has Mr Adams complained about?
b) Which country were the goods shipped to?
c) What information must Mr Hien obtain from the forwarding agents?
d) Did the SS Pacific Trader leaveVietnam
e) Where will the consignment be unloaded?
b) Which country were the goods shipped to?
c) What information must Mr Hien obtain from the forwarding agents?
d) Did the SS Pacific Trader leave
e) Where will the consignment be unloaded?
From: hiennt@dbd.vnn.vn Dear Mr AdamsSubject: Order no. 1055/RJA Date: 04 October, 2006 09:34:15 GMT+07:00 To: rjadams@ausconstruct.com.au Thank you for your email regarding your order number 1055/RJA. I am sorry to hear that you have not yet received the consignment, and I have spoken to our forwarding agents about this matter. The vessel, the SS Pacific Trader, left I expect to receive an explanation very shortly, and will contact you immediately. In the meantime, please accept my apologies for any inconvenience that the delay has caused. Yours sincerely N.T. Hien |
6.6 Summary of some important points |
• Thank your customer for writing
• If you need more time, tell your customer why, and what you are doing
• Never name or blame individual employees for a problem
• If you make a complaint, make sure that the facts you present are correct
• Complaints are made to put matters right, not too find blame
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