Клише и выражения ответов на жалобы и претензии:
We have carefully studied your claims … - Мы внимательно изучили Ваши претензии…
You were right to let us know about … - Правильно сделали, что сообщили нам о …
You are perfectly correct in saying that … - Вы совершенно правы в том, что …
After investigating your complaint, we have to admit that… - После изучения Вашей жалобы мы вынуждены признать, что …
We can assure you that … - Можем заверить Вас, что …
Steps are being taken immediately to avoid such mistakes in future. - Мы немедленно примем меры для того, чтобы избежать подобных ошибок в будущем.
Please accept our apologies for… - Примите наши извинения за…
We apologize for … - Просим прощения за …
A replacement for the substandard goods will be delivered next week. - Замена недоброкачественному товару будет поставлена на следующей неделе.
We would ask you to return the faulty equipment at your convenience, carriage forward. - Просим вас возвратить нам бракованное оборудование в удобное для вас время, без оплаты перевозки.
May we remind you, however, that… - В тоже время, мы хотели бы напомнить Вам, что …
However we hope you will also try to see our point of view. - Однако нам хотелось бы изложить также свою точку зрения.
We regret that we cannot exchange…since… - К сожалению, мы не можем заменить…, поскольку…
We regret to inform you that we cannot accept your claim because… - К сожалению, вынуждены сообщить, что мы не можем принять Вашу претензию, поскольку …
We would like to inform you that the delay in delivery occurred through no fault of ours. - Мы бы хотели сообщить Вам, что задержка в поставке произошла не по нашей вине.
It is not our fault that … - Это не наша вина, что …
Needless to say that both our companies suffered unnecessary losses that hopefully will be avoided in the future. - Нет необходимости говорить о том, что обе наши компании понесли напрасные убытки, которых мы надеемся избежать в будущем.
However, we assure you that we are making every effort to get your goods to you and anticipate that delivery will be effected by … - Однако мы хотим Вас заверить, что прилагаем все усилия по доставке Вам Ваших товаров, и ожидаем, что Вы получите их не позднее …
Письма для перевода на русский
1.
Dear Sirs, We have just taken delivery of the goods ordered from you on 1st February 2011, and I am afraid to say that we are extremely dissatisfied with both the merchandise and the service we have received. Firstly, we specified when placing the order that the goods should reach us no later than March 30th. However, the order did not arrive until yesterday, and this delay had caused us serious inconvenience. Furthermore, we ordered 50 notebooks and only 30 were included in the delivery, and due to insufficient packaging, the corners of these were damaged and some of the items were soiled. Under the circumstances, we are requesting a price reduction on this order, and replacement goods for those which are unsatisfactory. |
2.
Dear Mrs. Cook, Your 6 May 2011 letter regarding the delivery of damaged merchandise was forwarded to me. I am looking into the situation and I hope to resolve it quickly. When I have finished my investigation, I will write or call you with a response. I assure you that we are taking your complaint very seriously. You are a valuable customer, and any dissatisfaction on your part indicates an opportunity for improvement on our part. If I need more information from you to help me resolve this matter, I will contact you. Thank you for your patience. Yours sincerely, |
3.
Dear Sirs, When we made our order for machine tools (No. 2372) two months ago we did so on the understanding that delivery would be by the 7th of August. We have not received the machine tools yet, and would appreciate your immediate advice to when we may expect them. You have always kept delivery dates before, and this is the first time we have had cause to complain. We have no doubt, therefore, that you will do your utmost to ensure that our consignment arrives on time. Yours faithfully, |