4.4. Письмо-претензия

Dear Mr Brown,

Re: Shipment of Order No. 3342/09

We refer to our Order No. 3342/09 for office equipment which arrived here on 4 November 20--.

On examining the consignment we found that ten of the calculators had been placed in the case without any padding with the result that their casings are smashed and the mechanisms exposed and damaged beyond repair. The surveyor’s report with photographs is attached herewith.

We should be very much obliged if you would send us replacements at your earliest convenience.

We hope to hear from you soon.

Yours sincerely,

Andrea Philips

Encl.

Dear Ms Philips,

We are in receipt of your letter dated 10^th November re your shipment of office equipment under order No. 3342/09, and are sorry to hear about the faulty packing which resulted in ten calculators becoming unserviceable.

Our packing and dispatch department has been working overtime to clear the increase in orders which usually occurs at this time of year, and it would seem that one case was allowed to go through without proper inspection.

Please accept our apologies for the inconvenience caused. Replacement calculators have been dispatched today by container service, and should reach you by the end of the week.

Yours sincerely,

James T Brown

1

2

3

1. to make out

2. delivery

3. a shipping

4. a mail

5. cash with

6. a backlog

7. to place

8. to keep a delivery

9. to dispatch

10. to carry out

1. order

2. deadline

3. the goods

4. an invoice

5. an order

6. date

7. department

8. order

9. an order (with)

10. of orders

1. экспедиторский отдел

2. заказ с доставкой по почте

3. выполнять заказ

4. задолженность по выполнению заказов

5. отправлять товары

6. подлежащий оплате согласно заказа

7. выписывать счет

8. соблюдать срок поставки

9. размещать (делать) заказ на

10. срок поставки

a) inevitable

d) at your disposal

g) oversight

b) compliments

e) gift voucher

h) circumstances beyond our control

c) isolated incident

f) complimentary

1) We are indebted to “Kelly’s Directory” for your name and __1__ and take the liberty to __2__ ourselves as motor cycle __3__ in Moscow.

We should be very __4__ if you would kindly let us have by __5__ of mail your prices for the __6__ types of motor cycles you can __7__, together with the delivery __8__.

We thank you in __9__ of a prompt reply.

1. pleased

2. offer

3. anticipation

4. dates

5. importers

6. introduce

7. address

8. return

9. various

2) We have a general __1__ in __2__ various __3__ of machine tools from you, and should be glad to receive __4__ of the __5__ of equipment which you can __6__.

__7__ we are contemplating the __8__ of a test lathe for hard metal and ceramic tools.

We should be glad to __9__ your detailed __10__ for this lathe together with three sets of __11__ sheets. If possible, the latter should be in German, but failing this English would be __12__.

1. in particular

2. items

3. satisfactory

4. receive

5. range

6. export

7. buying

8. interest

9. specification

10. purchase

11. brief details

12. offer

3) We __1__ you for your letter of March 23 from which we __2__ that you are __3__ in “Sever” Biscuit Products.

We have pleasure, therefore, in __4__ our __5__ price-list for this __6__. The prices are quoted __7__, no __8__ being granted. You will receive three __9__ under separate __10__.

We trust our __11__ will appeal to you and look forward to your __12__ with interest.

1. enclosing

2. catalogues

3. gather

4. interested

5. offer

6. thank

7. net

8. reply

9. line

10. up-to-date

11. discount

12. cover

4) In __1__ to your __2__ of 21 November, we have pleasure in __3__ a detailed __4__ for bathroom showers. Besides those __5__ in the “Builders’ Journal”, our illustrated __6__ also enclosed shows __7__ types of bathroom fittings and the sizes available. Most types can be __8__ from __9__. Four-six weeks should be allowed for __10__ of those marked with an asterisk. Building __11__ all over Britain have found our __12__ easy to __13__ and attractive in __14__.

Any orders you __15__ with us will be __16__ promptly.

1. stock

2. reply

3. equipment

4. processed

5. advertised

6. quotation

7. catalogue

8. delivery

9. various

10. enclosing

11. supplied

12. letter

13. install

14. appearance

15. place

16. contractors

5) We are pleased to have received your __1__ of September 15 and would like to __2__ you as a new __3__ of Payton’s Plastics.

Your order (No. 629977) for one dozen 4’x5’ sheets of Lucite is being __4__ and will be ready for __5__ on September 21. It will be __6__ to your __7__ by our own van.

We are sure you will __8__ the clear finish and tensile strength of our entire line of plastics. Mrs. Julie Methel, our sales __9__, will call on you soon with a catalogue and __10__.

1. appreciate

2. welcome

3. samples

4. processed

5. shipment

6. customer

7. workshop

8. representative

9. order

10. delivered

1)

1. if you can supply

2. by return of mail

3. importing your office equipment to Russia

4. catalogues and prices

5. we would appreciate

6. we are interested in

2)

1. please let us know

2. we should be grateful for an early reply

3. some years ago we bought from you a consignment of “Handy” Paint Brushes in 3 different qualities

4. whether you are still manufacturing brushes in these qualities

5. as the matter is urgent

6. and quote your lowest prices CIF St. Petersburg

7. we should require delivery within 4 weeks of placing the order

3)

1. we would be very grateful

2. if you have not got the necessary information in your records

3. we learn that in recent years

4. if you could give us a list of these firms

5. we have for many years been importers of Electric Clocks mainly from Switzerland

6. you would, perhaps, be good enough to pass our inquiry to the proper department in London

7. several English firms have started manufacturing this line

8. whether their goods are suitable for the American market

9. so that we can find out

4)

1. if so

2. will be much appreciated

3. if your prices are competitive

4. and understand that you are their agent

5. if you could inform us

6. we may be able to place larger orders

7. we should be very pleased

8. we are interested in Albert Kuntz Biscuit Products

9. your current price-list together with your discount terms

10. whether you are in position to supply

1) Dear Sir/Madam,

___________ I understand that you had booked a meeting room but one wasn’t available when you arrived. ___________

2) Dear Ms Stanton,

___________ We regret to inform you that we cannot process your insurance claim at present as we require further details. ___________

3) Dear Sir/Madam,

___________ When we tried to check in, the queue of waiting guests stretched from the lobby into the restaurant. The whole procedure took 45 minutes. ___________

4) Dear Mr. Viata,

___________ We are pleased to be able to offer you an upgrade at no extra cost. We are sure that having a bigger car will make your journeys more comfortable and enjoyable. ___________

Anna Kowalchik: Good morning, Posnan Exhibition Services. How can I help?

Rick

Rockery: Oh, hello. I’d like some information about exhibiting at the next Posnan Auto Show.

AK:

Of course, let me just get the pack. So what would you like to know?

RR:

First, can you give me an idea of how big the fair is?

AK:

Well, 250 companies had stands last year, and that figure should be up to 280 next time.

RR:

OK. What about visitor numbers?

AK:

Over two days we had 15,000 visitors, so with more stands we’d hope for more people this time.

RR:

And where did they typically come from?

AK:

About 60% were from Poland and the remainder from other European countries and the Middle East.

RR:

That’s interesting. Now a couple of practical questions. We’re thinking of taking a stand of about 40 square meters. How much will that cost us?

AK:

410 euros per square meter. So, if you’re looking at 40 square meters it would be – let me see – 16,400 euros. But that’s just the cost for a basic stand.

RR:

What does the price include?

AK:

You get a listing in the catalogue in Polish, German and English, some basic furniture – a desk and four chairs – and electricity and lighting.

RR:

OK. So anything else would be extra?

AA:

That’s right.

RR:

OK. One final thing. When would we need to book by?

AK:

The closing date is 21 December, but if you want your choice of location, you’d need to do it soon. A lot of companies who were here last year have already booked the space they want. I could take your booking if you like.

RR:

No. I need to talk to my colleagues, but I’ll get back to you early next week…

Your outline

Your notes

1) establish credentials

2) introduce our product

3) give important details of our products

4) point values of this offer

5) offer some incentives

6) give details of the offer

7) use pressure tactics

8) offer help for further communication

9) enclose catalogue and samples

10) close politely

a) In view of this, we would be pleased to present you our new aroma Rose’n’Violet on profitable terms.

b) We look forward to receiving your esteemed order in due course.

c) As you will see from the catalogue, which we enclose with this offer, we propose discounted prices for our new products such as Rose’n’Violet. We can quote a 10% discount for consignments of not less than 10,000 items.

d) The quality of our new perfume is high, and we should like to take this opportunity of drawing your attention to the fact that all our products are manufactured from completely natural ingredients, and that we do not utilize any artificial additives whatsoever.

e) We hope these terms will meet your approval. Our comprehensive stocks enable us to execute all orders promptly and to our customers’ specifications, but we advise you to stock up, as the total number of Rose’n’Violet and some other aromas is restricted.

f) Should you require further information, please do not hesitate to contact us. Our telephones and addresses are given above.

g) Please note that this offer is irrevocable, firm for 10 days from the date of sending, and is subject to contract.

h) Also, we would like to emphasize this is the first time that we have included Rose’n’Violet of the ten of our most popular aromas in the catalogue for sale.

i) We have been informed by Messrs McDougall and Tonne of Banbury, who have been doing business with you for a number of years, that you are expanding your net of perfume boutiques, and may be interested in our new product.

j) We also enclose samples of our ten best aromas, among which you can find Rose’n’Violet.

Hewlett-Packard USA

20555 SH 249, Houston, TX 77070, USA

Phone: (281) 370-0670 Fax: (281) 514-1740

The Hewlett-Packard Company is currently the world’s largest information technology corporation and is known worldwide for its printers and personal computers. Headquartered in Palo Alto, California, United States, it has a global presence in the fields of computing, printing, and digital imaging, and also provides software and services.

HP has a successful line of printers, scanners, digital cameras, calculators, servers, workstations, and home-small business computers. HP also offers a full range of services to architect, implement and support today’s IT infrastructure.

Mrs Linda Jones

Import Manager

GLOBE ENERGY

PO Box 357, CRAWLEY, West Sussex RH10 1DQ, United Kingdom

tel: (44) 01342-718250

fax: (44) 01342-718240

e-mail: globe.energy@virgin.net

Step 1.

You are interested in HP products. Write a letter of inquiry telling them you are a medium firm dealing in electric equipment. You would like to purchase some HP laptops, printers and scanners compatible with these computers. Request to send you their catalogue and price list.

Step 3.

Study the letter of offer from HP and write a reply telling them the following:

• you order 20 Compaq nc8430 Notebooks and 10 Officejet 3390 All-in-One devices;

• delivery is air freight, CIF London;

• you open a letter of credit with your bank as soon as you receive their acknowledgement.

Add any other information you like.

Step 5.

You receive HP goods and have to complain by fax about the following:

• 2 computers are damaged (have cracks on the casings);

• the all-in-one products are not compatible with the laptops.

Add any other information you like.

Mr Paul Byte

Sales Manager

Hewlett-Packard USA

Step 2.

Read the letter of inquiry from GLOBE ENERGY. Reply by fax telling them the following:

• The most suitable for their needs are:

  • HP Compaq nc8430 Notebook PC. Features: desktop performance; large, wide-screen display; high-end, dedicated graphics; mobile workstation offerings; price $1,399.00.

  • HP Laser Jet 5200 Printer. Features: black-and-white, high-speed (up to 35 pages/min), high volume (paper input capacity 850 sheets), high resolution (up to 1,200 dpi); price $1,439.00.

  • HP Scanjet 5590 Digital Flatbed Scanner. Features: enhanced resolution, automatic document feeder, max task speed – less than 36 sec, professional results; price $299,99.

• Tell them all the products are available ex-stock and can be delivered airmail within 2 weeks from the date of receiving an order.

• Offer them HP Officejet 3390 All-in-One product that can print, scan, copy and fax in color. Features: space-saving, improves workflow and efficiency, eliminates the need for a variety of separate products and produces high-quality color documents; price $599,99. It is compatible with the notebooks you’ve recommended.

• Prices are valid until the end of the year.

• Enclose a catalogue, a price-list and an order form.

Offer any other conditions to your liking.

Step 4.

You receive an order from GLOBE ENERGY. Send a fax telling them the following:

• you acknowledge the order and enclose a duly signed copy of it;

• delivery will be made immediately on opening a letter of credit with your bank.

Add any other information you like.

Step 6.

You receive a letter of complaint from GLOBE ENERGY. Send a letter of apology telling them the following:

• you will replace the damaged goods after your receive the surveyor’s report;

• the all-in-one products are compatible with the laptops but the installation disk must be missing. You will repair your mistake immediately.

Add any other information you like.