Unit 9 投訴篇
1. 投訴商品瑕疵/損毀
Dear OOO,
We are writing to inform you that the furniture covered by our order No.624 arrived in such an unsatisfactory condition that we have to lodge a claim against you.
It was found upon examination that 15% of them are badly scratched, obviously due to the improper packing and transportation. Therefore, we cannot offer it for sale at the normal price and suggest that you make us an allowance of 20% on the invoiced cost. This is the amount by which we propose to reduce our selling price. If you cannot accept, I'm afraid we shall have to return them for replacement.
We hope you will immediately take this matter into your careful consideration and favor us with a prompt solution.
Yours sincerely,
XXX
尊敬的OOO：
我們寫信通知貴方，624號訂單傢俱已收到，但貨物狀況令人很不滿意，故我們不得不提出索賠。
經檢查，我們發現有15%的貨物有嚴重刮損現象。很明顯，這是由於包裝不當和運輸途中所照成的。因此，我們無法以原價銷售貨物。建議貴方依照發票進價給與20%的折扣，這也是我們建議降低的銷售額度。如果貴方無法接受，我們將要求退貨更換。
希望貴公司會立即慎重考慮，並馬上惠告解決方案。
XXX 謹上
回覆1
Dear XXX,
We have for acknowledgement your letter dated Match 10 and are sorry to note your complaint respecting the furniture we sent you. We can assure you, however, that the goods in question were in perfect order when they left here; hence, we are apparently not liable for the damage and would advise you to claim on the shipping company who should be held responsibility.
At any rate, we deeply regret to learn from you about this unfortunate incident and should it be necessary we shall be pleased to take the matter up on your behalf with the shipping company concerned.
Yours faithfully，
OOO
親愛的XXX：
貴方3月10日來函收悉。對貴方所提出的傢俱索賠，我方深感遺憾。我方可以保證，該批次貨物離開此地時狀況完好。因此，我方不能對貨物損壞負責，我們建議貴方向裝運公司提出索賠，因為他們應對此事負責。
無論如何，發生這種不幸之事確實令人感到遺憾。如有必要，我們願代貴方與裝運公司洽談此事。
OOO 謹上
回覆2
Dear XXX,
Thank you for the letter of Match 10. We are very regretful for the damage that has brought you the trouble.
Normally we are careful in package and transportation. The accident was due to our negligence. We extend our apologies for the inconvenience this matter has caused you, but we are confident that the replacement you will be receiving will prove satisfactory and give you the service you are entitled to expect from our products.
Yours faithfully，
OOO
親愛的XXX：
我們收到您3月10日寄來的信。對給您造成的麻煩，我們深表遺憾。
一般情況下，我們對於包裝和運輸都極為謹慎，此次意外純屬疏忽。我們對此事給您造成的不便深感抱歉，但深信您會對即將收到的我們為您更換的產品感到滿意，不辜負您對我們產品品質所寄託的期望。
OOO 謹上
2. 投訴訂單取消
Dear OOO,
We are writing to complain about your cancelling our order No.9701 of 10,000 wedding gowns we placed with you on March 29, 2012.
We must point out to you that this cancellation is very seriously inconveniencing us. Christmas is coming around, so is the peak season for wedding gowns. However, our present stock of the gowns is nearly exhausted, and we will be unable to meet our customers' demands, who, consequently, will place their orders elsewhere. We will suffer a great loss because of your non-execution of our order.
We hope you will understand our situation and work out a satisfactory solution to this matter; otherwise we will feel obliged to apply for arbitration.
Yours sincerely,
XXX
XXX Company
尊敬的OOO先生：
我們寫這封信是要投訴貴方取消了我方2012年3月29日所下的1萬件結婚禮服的訂單，訂單編號為9701。
我們必須指出你們的行為給我們造成了極大的不便。耶誕節即將到來，隨之而來的是結婚禮服的銷售旺季。然而，我們目前的庫存幾乎告罄，將不能滿足我們客戶的需求；他們將會通過別的商家訂貨。由於貴方不執行我方訂單將會給我方帶來巨大損失，我們希望你們瞭解我們的處境，提出令人滿意的解決方案；否則我們將不得不申請仲裁。
XXX公司 XXX 謹上
Dear XXX,
We acknowledge with regret receipt of your letter dated March 29, 2012, complaining the cancellation of your order. We are sorry for it.
As we have stated in the previous letter, we are now in full load, and unable to accept more orders. We herewith recommend another manufacturer in our area, which is specialized in garments. ACG Company also enjoys good reputation at home and abroad, and what's more, they have many factories distributed all over the country. We have introduced your company to them, and they are willing to accept your order and ensure you will not miss the peak season.
For further discussion, you can contact them at 02-89661567.
We again apologize for not being able to execute your order and the trouble it brought to you.
回覆1
親愛的XXX：
我們很遺憾收到貴方2012年3月29日有關取消貴方訂單的投訴信。我們對我此表示歉意。
正如我們上一封信所申明的那樣，我們的生產已經滿負荷，不可能再接受更多的訂單了。我們因此向貴方推薦本地的另一家專業服裝生產商。ACG公司也是一家在國內外享有良好聲譽的公司，而且他們在全國各地都設有工廠。我們已經把你們介紹給他們，他們願意接受你們的訂單，並且能夠保證你們不會錯過銷售旺季。
你們可以撥打02-89661567與他們詳談。
我們再次對於我們未能執行貴方訂單及其給貴方帶來的麻煩表示道歉。
Dear XXX,
We are sorry to receive your complaint of March 29, 2012.
We explained in the previous letter that we can not accept orders not reaching the minimum amount of 50,000 because of the increasing cost of labor and freight. We accepted your last order because it was our first transaction and we hoped to establish a long standing cooperation with you. We are afraid that we can not make another exception this time.
You can increase your order; otherwise you will have to place your order elsewhere.
We apologize for the inconvenience we caused you.
Yours sincerely,
OOO
OOO Company
回覆2
親愛的XXX：
我們非常遺憾收到貴方2012年3月29日的投訴信。
我們在前一封信中解釋過了，由於勞動力及運費成本的增加，我們不能接受未達到5萬件最低數量要求的訂單。我們接受了貴方的上一張訂單，是因為那是我們之間的第一筆交易，我們希望和貴方建立長期的合作關係。恐怕這次我們再不能破例了。
貴方可以追加訂購量，否則你們就只能上別的廠家訂購了。
我們為給貴方帶來的不便表示道歉。
OOO公司 OOO 敬上
3. 投訴請款金額錯誤
Dear OOO,
When your sales representative Mr. Liu called on me last month, he told me that you were offering a special price of ＄1280 on the Wizard refrigerator this month. I ordered 10, figuring the total amount of the order at ＄12800. However, the invoice that accompanied the shipment showed the amount due as ＄13500. It is apparent that I was charged the regular price of ＄1350 instead of the lower price I was promised.
In enclosing a check for ＄12800 in payment of the order. If this is not the case, I would like your permission to return the 10 refrigerators to you at your expense.
Yours sincerely,
XXX
尊敬的OOO：
當貴方銷售代表劉先生上個月拜訪我時，告知這個月奇術冰箱將以每台1280元的價格銷售。我訂購了10台，應付12800元。然後，貴方發票上的價格仍為常規價1350元，而非所許諾的低廉價格。
隨函附上一張12800元的支票。如果情況不是這樣的話，請允許我退回10台冰箱，所需費用由貴方支付。
XXX 敬上
回覆1
Dear XXX,
Thank you for your letter referring to the amount of your order.
We have investigated the matter and find that we did make a mistake in charging you the wrong amount. The 10 refrigerators will be sold at the special price of ＄1280.
We apologize for the mistake we made and the inconvenience caused by our errors. I hope it won't affect the relationship of cooperation between our companies.
Yours faithfully,
OOO
尊敬的XXX：
多謝您有關訂單金額的來信。
經過我們的查證，我們的確在貨款上有所失誤。這10台冰箱我們還是以特價美金1280元的價格賣給您。
因此失誤以及給您帶來的不便，本公司深表歉意。希望這次的失誤不會影響到貴方與我公司今後的合作。
OOO 敬上
回覆2
Dear XXX,
We have received your letter and the check enclosed.
After asking our manager for instructions, we are sorry to tell you that we can't fulfill our promise of special price because of the rising cost. We are sorry for that. We hope that you will appreciate our position and cooperate with us.
We apologize for the inconvenience caused by us and we promise to try to provide favorable price for you in the future cooperation.
Yours faithfully,
OOO
尊敬的XXX：
我們已經收到貴方的來信以及支票。
在請示經理之後，我們很遺憾告知貴方：由於成本上漲，我方不能以以之前的特價將產品賣給貴方。我們為此感到在抱歉。希望貴方能體諒我們的難處，和我們合作。
我方為給貴公司帶來的不便深表歉意。我方承諾在今後的合作中盡力為貴方提供優惠的價格。
OOO 敬上
4. 投訴未開具發票
Dear OOO,
We thank you for your prompt delivery of the order No.4212 on last Friday, March 12th, 2012.
Everything is satisfactory except that you seemed to forget to provide us the invoice for this order. We believe this must be due to your occasional negligence.
We will appreciate it if you can send it to us as soon as possible.
Yours sincerely,
XXX
XXX Company
尊敬的OOO先生：
我方很感謝貴方將我方2012年3月12日即上週五所下的訂單貨物迅速交付。
這次交易一切都令人滿意，除了一點：你們似乎忘記了開具發票。我們相信這是由於你們偶然的疏忽所致。
如果貴方能夠儘快將發票寄送給我方，我方將不勝感激。
XXX公司 XXX 謹上
回覆1
Dear XXX,
We have received you letter of March 24th, 2012, complaining that you did not get the invoice for your order. We apologize for the trouble our negligence has caused you.
Enclosed please find the invoice with the value of US $300,000.
Yours faithfully,
OOO
OOO Company
親愛的XXX先生：
我們收到了貴方2012年3月24日的來信，投訴貴方沒有收到此次訂單的發票。我方為由於我們的疏忽給貴方帶來的不便表示歉意。
附件請查收金額為30萬美元的發票一份。
OOO公司 OOO 敬上
回覆2
Dear XXX,
We acknowledge with regret receipt of your complaint letter dated March 24th, 2012. We are sorry for the trouble and inconvenience we may have brought you.
The clerk who was responsible for your order has recently quitted and the one who took over his work apparently neglected his duty.
Enclosed is the invoice with the value of US $300,000.
Yours faithfully,
OOO
OOO Company
親愛的XXX：
我方收到了貴方2012年3月24日的投訴信，深感遺憾。我方為給貴方帶來的麻煩和不便表示道歉。
此次負責貴方訂單的職員最近辭職了，接替他職位的工作人員顯然疏忽了。
附件請查收金額為30萬美元的發票一份。
OOO公司 OOO 敬上
5. 投訴商家取消訂單
Dear OOO,
We are writing to complain about your cancellation of order No. 3919.
We began to arrange production upon receiving your order and this batch of goods were made to your specifications. Your cancellation will cause great loss of our company, since it is impossible for us to sell the products to others.
We hope you understand our situation and withdraw your cancellation; otherwise we will be obliged to apply for arbitration.
Yours sincerely,
XXX
XXX Company
尊敬的OOO先生：
我寫這封信就貴方撤銷編號為3919訂單一事進行投訴。
我們一接到貴方的訂單就開始組織生產，而且這批貨物是根據貴方的具體規格定制的。定製品不可能銷售給別家廠商，因此貴方取消訂單勢必會造成我公司的重大損失。
我們希望貴方能夠體諒我們的處境，收回撤銷申請；否則我們不得不申請仲裁。
XXX公司 XXX 敬上
回覆1
Dear XXX,
We are most distressed by your letter of March 12th.
We believe you have cause for complaint, and we are sorry you were put to such trouble and inconvenience by our order cancellation. However, it was agreed that the order should be delivered no later than March 10th, but we did not receive the consignment until March 11th. We had no alternative but execute our right according to the contract.
We hope you will comply with our cancellation at your earliest convenience.
Yours sincerely,
OOO
OOO Company
親愛的XXX：
我們收到貴方3月12日的來信，感覺非常遺憾。
我們相信你們有理由投訴，我們也非常抱歉由於我們取消訂單給你們帶來了諸多的麻煩和不便。然而，我們先前約定的交貨日期最晚為3月10日，但我們直到11日都沒有收到貨物。我們別無他法只能依照合約行使我們的權利。
我們希望貴方能夠儘早執行我們的訂單取消申請。
OOO公司 OOO 敬上
回覆2
Dear XXX,
We are sorry for the trouble and inconvenience we brought to you.
We completely understand your situation. But surely you are too fair-minded to put all the blame on our part. We stipulated the last delivery date of March 10th in the contract, but you failed to deliver the order before the deadline. We have no choice but to cancel the order.
We hope you will comply with our order cancellation as soon as possible.
Yours sincerely,
OOO
OOO Company
親愛的XXX：
我們很抱歉給你們帶了麻煩和不便。
我們完全瞭解你們的狀況。但是，你們把所有的責任歸於我方似乎有失公正。我們在合約裏規定了交貨最遲的日期為3月10日，但是你們未能在規定時間完成交貨。我們別無選擇，只好取消訂單。
我們希望你們能夠儘快執行我們取消訂單的申請。
OOO公司 OOO 敬上
6. 投訴違反合約
Dear OOO,
We are writing to complain about your unilateral breach of our contract.
We ordered 50 Bayer refrigerators with you on March 20, 2012 and we received the shipment yesterday. However, we found the refrigerators were not like the sample you showed to our purchasing staff. We ordered model CF1234 instead of CD1445. We phoned to your sales representatives for an explanation. He told us CF1234 was out of stock and they send us CD1445 instead. We are quite unsatisfactory with this since CD1445 is an old model bearing a lot of shortcomings.
Our contract stipulated the exact model and your behavior was apparently against the item. We reserve the right to cancel the order and ask for full refund of the purchase price if you can not deliver us the right model. We will send you back those refrigerators we don't want at your expense.
Sincerely yours,
XXX
尊敬的OOO先生：
我們寫這封信是要投訴貴方單方面違反合約。
我方於2012年3月20號向貴方訂購了50台拜爾電冰箱。昨日我們收到貨物，卻發現貨物與貴方之前向我方採購人員展示的樣品不符。我們訂購的型號是CF1234而非CD1445。我們電話聯繫了你們的銷售代表要求作出解釋。他告訴我們由於CF1234缺貨，所以給我送來CD1445。我們對此表示非常不滿，我們知道CD1445不僅型號老舊而且存在許多缺憾。
我們簽訂的合約明確規定了產品型號，貴方的行為顯然違背了相關條款。如果你們不給我送來正確的型號，我們有權取消訂單並要求全額退還購機款。我們將會把這批我們不願接受的冰箱送還貴方，運費由貴方承擔。
XXX 敬上
回覆1
Dear XXX,
We received with regret your letter of March 29, complaining the wrong model of the refrigerators.
We have studied your case, checking the contract and the shipping document and calling the sales representative who was responsible for your order. We have to admit we did deliver the wrong model. We extend our sincere apology for the trouble and inconvenience we have caused you.
We will arrange to ship the model you ordered as soon as possible.
Yours sincerely,
OOO
親愛的XXX：
我們收到貴方3月29日關於電冰箱型號錯誤的投訴，深表遺憾。
我們已經對這一問題進行了調查，核對了合約及裝運單，並且電話聯繫了負責貴方此次訂單的銷售代表。我們不得不承認我們投遞的型號確實有誤。我們對給貴方造成的麻煩與不便表示誠懇的道歉。
我們將會儘快安排運送你們訂購的型號。
OOO 敬上
回覆2
Dear XXX,
We are distressed to receive your complaint of March 29.
We have checked with the sales representative who was responsible for your order, and confirmed the wrong model of the refrigerators. We apologize for the mistake and the trouble it has caused you.
We should have complied with your requirement to deliver you the right model of CF1234. However, we have stopped the production of this model and will be unable to meet your demand. Could you consider other models? If not, we will refund you after receiving your confirmation of order cancellation.
Enclosed please find the catalogue of the latest models of our refrigerators.
Yours sincerely,
OOO
親愛的XXX：
我們收到貴方3月29日的投訴，感到非常難受。
我們已經詢問過負責你們訂單的銷售代表，確認冰箱型號錯誤一事。我們為這一錯誤及其給你們帶來的麻煩表示道歉。
我們本應遵照貴方的要求運送正確的型號CF1234。然而，這種型號已近停產，不能滿足貴方要求。貴方是否能考慮其他的型號呢？如果不能，我們將在收到貴方訂單取消確認函後退款給貴方。
附件請查收我公司生產的最新型號冰箱目錄一份。
OOO 敬上
7. 投訴交貨延期
Dear OOO,
In your letter of March 15, which confirmed that our shipment of casual suits order No. 3011 had been placed on board Liberty; you stated that we could expect delivery of the merchandise no later than March 23.
However, as of now, we have not yet received the shipment. It is very important that we have the shipment by no later than the end of this month.
If you cannot assure us that the delivery problem will be solved, we are afraid that we will have no choice but to find another supplier.
We would be grateful if you would check into what happened to the shipment.
Sincerely yours,
XXX Company
尊敬的OOO先生：
貴方3月15日來信告知我們我方編號為3011的休閒套裝訂單已經裝上了自由號。貴方還說明我們能夠在3月23日收到貨物。
然而直到現在，我們還沒有收到該批貨品。我們務必要在本月底之前收到貨物。
如果你們不能保證圓滿解決送貨問題，我們恐怕就沒有別的選擇只好聯繫別家供應商了。
如果貴方能夠查清運輸問題，我方將不勝感激。
XXX公司 敬上
回覆1
Dear Sir or Madam:
We have received your letter of March 27, and would like you to extend our sincere apologies for the delay of your shipment.
We have checked with the shipping company, and got to know that an unexpected delay had occurred when the vessel contracted to ship your order suddenly needed repairs.
We are glad, however, the shipment will arrive next Monday, and it will not miss the peak season.
Please accept our apologies for the delay and the inconvenience it has caused you.
Sincerely yours,
OOO Company
親愛的先生/女士：
我們收到了貴方3月27日的來信，並希望貴方能夠接受我方未能及時交貨的道歉。
我們已經詢問過船運公司，得知此次不期然的延期是由於合約規定中為貴方運貨的船隻需要進行緊急維修。
我們很高興地通知貴方，你們的貨物將於下週一到達，不會錯過銷售旺季。
對於交貨延期及其給你們帶來的不便，我們深表歉意，望能接受。
OOO公司 敬上
回覆2
Dear Sir or Madam:
We acknowledge with regret receipt of your letter dated March 27, complaining the delay of your shipment.
We have contacted the contracted shipping company, and were told that the vessel shipping your order was badly damaged in a storm in the Atlantic Ocean, and had to stay for repairs in Rotterdam for five days. Fortunately, it was ready for sailing again yesterday and will set off tomorrow. You can rest assured that your shipment will arrive at the end of this month.
We apologize for the trouble and inconvenience the delay has caused you, and hope you will accept our apology with the same sincerity in which it is made.
Sincerely yours,
OOO Company
親愛的先生/女士：
我們收到了貴方3月27日的來信，很遺憾你們就交貨延期進行投訴。
我們已經與合約所定的船運公司聯繫過了。他們告知我們，運載貴方訂單貨物的船隻在大西洋遇到了風暴，受到了嚴重的創傷，必須停留鹿特丹進行為期5天的維修。幸運的是，這艘船昨天已經修繕完畢可以再次航行，明天它就將出發。你們可以放心你們的貨物月底一定可以到達。
我們就此次交貨延期給你們帶來的麻煩和不便誠懇地向你們表示道歉，希望你們以同樣的誠摯接受我們的道歉。
OOO公司 敬上
8. 投訴配送地點錯誤
Dear OOO,
We are writing to complain about your distribution error.
We placed the order No.9545 with you on March 10, 2012 and our contract stipulated that the consignment should be delivered to BBBPort, before the date of March 25, 2012. However, we were informed that our shipment arrived in BBBPort yesterday. It is obvious that you have made a mistake.
We would appreciate it if you can contact with the shipping company to change the delivery location. We hope to receive the shipment as soon as possible so that we will not miss the peak season.
Yours sincerely,
XXX
XXX Company
尊敬的OOO先生：
我們寫這封信是要對貴方的配送位址錯誤進行投訴。
我方於2012年3月10日向貴方下了編號為9545的訂單，合約標明這批貨物須於2012年3月25日前運達BBB港。然而，我們昨日收到通知貨物抵達BBB港。很顯然貴方犯了一個錯誤。
如果貴方能夠與船運公司取得聯繫，變更送貨地址，我們將不勝感激。我們希望儘快收到貨品，以趕上銷售旺季。
XXX公司 XXX 謹上
回覆1
Dear XXX,
We are sorry for our mistake regarding the delivery location and the inconvenience it brought to you.
We have contacted with the shipping company and the destination has been changed into BBBPort. You can expect to receive the good before the end of month.
We hope you can accept our apology with the same sincerity in which it is made.
Yours sincerely,
OOO
OOO Company
親愛的XXX：
我們對我方配送位址發生錯誤及其給貴方帶來的不便表示道歉。
我們已經與船運公司取得聯繫，已將送貨地址變更為BBB港。你們應該能在本月底收到貨物。
我們誠懇地向你們表示道歉，希望你們以同樣的誠摯接受我們的道歉。
OOO公司 OOO 敬上
回覆2
Dear XXX,
We receive with regret your complaint of March 24, 2012.
We have checked the contract and found we did make a mistake, which was due to the negligence of one of our clerks. We phoned the shipping company to ask for a change of delivery destination at our expense. You can expect to receive the consignment in two days.
We extend our sincere apology for the trouble you suffered from our mistake.
Yours sincerely,
OOO
OOO Company
親愛的XXX：
我們收到了貴方2012年3月24日的投訴信，深表遺憾。
我們核對了合約，發現我方確實犯了一個錯誤，這是由我們的一個工作人員疏忽所致。我們已經電話聯繫了船運公司，更改了送貨地址，費用由我方承擔。你們能夠在兩天內收到貨品。
我們對給貴方造成的麻煩表示誠摯的道歉。
OOO公司 OOO 敬上
9. 投訴售後服務不佳
Dear OOO Sir,
We are writing to complain about your poor after sale service.
Our company brought a brand new Peugeot car from you two months ago. Only half a month after we picked it up, the car broke down and caused great inconvenience to our manager.
Last week, a rear panel fell off on a trip to the country, which your dealer in Wuhan refused to replace for free, claiming that it was the driver's fault for driving over rough roads. We paid for the replacement but found it unsatisfactory because it was an old one with obvious scratches.
We are a loyal customer of your company and have brought five cars from you. Our previous purchases were quite satisfactory and we hope you will deal with our complaint properly this time; otherwise we will have to buy cars from other manufacturers in the future.
Yours sincerely,
XXX
尊敬的OOO先生：
我們寫這封信是要就你們欠佳的售後服務進行投訴。
我們公司兩個月前從貴公司購買了一輛全新的標誌牌汽車。僅在我們提貨半個月後，汽車就發生了故障，給我們的經理造成了很大的麻煩。
上周，在開往郊區的途中，汽車的後面板掉下來了。你們的武漢地區經銷商堅稱我們的司機不應該將車開到崎嶇不平的路上，拒絕為我們免費更換新面板。我們只好付費維修，但卻發現更換的面板不能令人滿意，因為這是一塊舊面板且帶有明顯的劃痕。
我們是貴公司忠實的消費者，已經從貴公司購買了5輛汽車。之前的購買經歷都十分令人滿意，我們希望這次你們能恰當處理我們的投訴。否則以後我們將不得不從別處購買汽車。
XXX 謹上
回覆1
Dear XXX,
We acknowledge with regret receipt of your complaint about our after sale service. We are sorry for the inconvenience you experienced.
We have checked with our local dealer, who sent us a copy of the maintenance certificate for your car. According to the document, they replaced your broken rear panel with a brand new one. They claimed they should not be responsible for the scratches you mentioned.
However, we have decided to repair those scratches for you without charge due to good faith. You can drive the car to the dealer this Saturday morning or you can contact them at 02-89223714 for an appointment if you are unavailable that time.
Yours sincerely,
OOO
親愛的XXX：
我們很遺憾收到您關於我們售後服務的投訴信。我們對給您帶來的不便表示道歉。
我們與當地的經銷商進行了確認，他們寄來了一份您汽車的維修證明。該文件表明，他們給您更換了一塊全新的後面板以代替您破損的舊面板。他們聲稱不應對此事負責。
但是，為了表達我們的誠意，我們還是決定為您免費修復那些刮痕。您可於本週六上午將車開到經銷商處，如果時間不便您可以撥打027-89223714與他們另行預約。
OOO 敬上
回覆2
Dear XXX,
We are sorry to receive your complaint letter of March 15, 2012.
We have contacted with our local dealer, and confirmed your complaint. They admitted the replacement with an old rear panel. We apologize for this incident. We have decided to replace the old panel with a brand new one and check your car thoroughly for free.
We hope you will accept our apologies with the same sincerity in which it is made.
Yours sincerely,
OOO
親愛的XXX：
我們很遺憾收到您2012年3月15日的投訴信。
我們已經與當地的經銷商取得聯繫，證實了您的投訴。他們承認更換的是舊的後面板。我們為此事向您表示道歉。我們決定為您免費更換全新的後面板，並對您的車進行一次全面的檢測。
我們真誠地向您表示道歉，並希望您能以同樣的誠摯接受我們的道歉。
OOO 敬上
10. 投訴商品品質問題
Dear OOO Sir，
We are very sorry to inform you that the suits delivered to us yesterday are in no way up to the agreed specification.
We enclose one copy of inspection certificate No.1234 from a local surveyor. The certificate proves that the above-mentioned goods are inferior in quality. Since the consignment falls short of the requirements of our customers entirely, we have no choice but to cancel our order and claim for inspection charges of US $ 3,500.
This is the first transaction between us and we hope you will promptly remedy it. Once the claim is settled, we will dispatch the goods back to you but all the charges should be for your account.
Truly yours,
XXX
XXX Company
尊敬的OOO先生：
我方很遺憾地通知貴方，我方昨天收到的套裝根本達不到約定的標準。
我方隨信寄上一份由本地檢驗人員出具的編號為1234的檢驗證明書。該證明書表明上述貨品品質低劣。由於這批貨物完全達不到我方消費者的要求，我方別無選擇只好取消訂單，並向貴方索賠3,500美元的檢查費用。
這是我們之間的第一次交易，我方希望貴方能夠採取快速的補救措施。一旦索賠費用交付，我方就會將貨物發還給貴方，但所有的費用須由貴方承擔。
XXX公司 XXX 謹上
回覆1
Dear XXX,
Upon receiving your complaint regarding the quality of the consignment, we are very sorry that this batch of products failed to meet your requirements. After doublechecking the specified items in the contract and a sample of the goods we sent to you, we are obliged to admit the reasonability of your complaint. We are now discussing about this matter and trying to provide a satisfactory solution. We will let you know our final decision once it is reached.
We apologize for the inconvenience we brought to you.
Yours sincerely,
OOO
OOO Company
尊敬的XXX：
貴方關於貨物品質的投訴收到，我方非常抱歉這批貨品未能達到貴方的要求。通過再次核對合約上的具體條款，並且比照該批貨物的樣品，我方不得不承認貴方投訴是合理的。我方正在就此問題進行討論，並盡可能提供一個滿意的解決方案。我方將會在第一時間告知貴方我方的最終決定。
我方對給貴方帶來的不便表示道歉。
OOO公司 OOO 敬上
回覆2
Dear XXX,
We have received your letter dated March 28, 2012, complaining the quality of the consignment. We have studied the inspection certificate you sent to us and compared it with our contract; we are surprised to find that you raised the standard unilaterally. The goods we delivered to you do live up to the agreed specification. We produced the batch of goods after you confirmed the sample we sent to you. We are sorry that we can not accept your claim.
Yours sincerely,
OOO
OOO Company
尊敬的XXX：
收到貴方2012年3月28日關於貨物品質的投訴。我們看過了貴方寄送的檢驗證明書，並比照了我們的合約；我們驚訝地發現貴方竟然單方面地提高了標準。我們發送的貨物完全符合既定了規格。我們是在貴方確認了樣品之後進行生產的。我們非常遺憾不能接受貴方的索賠要求。
OOO公司 OOO 敬上
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