SOUTH
BANK HOUSE · BOROUGH ROAD · LONDON SE1 0AA TELEPHONE:
+44(0)8753 7736 · FACSIMILE: +44(0)20 7982 7111 Email:
simpsonj@kencla.com
Mr J. Browns International
Paint Ltd City
House
City
Road London
EC2
1PC 7
7 August 20____
Dear Mr Browns
Our Order No. Q157M
We refer to our order for 400 large tins of paint. Our order form
was sent to you last week, and we trust you have received it.
As we have longer experience in the shipment
of paint than you, it would be best if we gave you packing
instructions. Paint, as you know, is a highly inflammable commodity,
and extra precautions are always necessary.
We would like you to pack the tins in 10 large cartons, 40 tins to
each carton. Packing in strong metal cartons is essential, and each
carton should measure not more than 110cm. x 55cm. x 55cm., as there
is an additional charge for extra space, as well as weight.
Kent, clarke & co. Ltd
Figure 32
Reply to the letter of instruction about packing
When payment has been arranged and documents surrendered to the bank which confirms the credit, the goods can then be shipped. An advice of despatch is then sent, informing the buyer that the goods are on the way.
Figure 33 Advice of shipment to importer
618
West and Vine Street / Chicago / Illinois Telephone (+1) 312
818353
Fax (+1) 312 349076
Email
t.hackenbush@hartley-mason.com
19 April 20____
Mr B. Glough Glough &
Book Cycles Ltd
31-37
Traders Street
Nottingham
NG1 3AA
UK
Gentlemen:
Order No. 8901/6
The above order was shipped on 17 April 20—
on the America, due
in Liverpool on 27 April.
Unit 8 letters of complaints
Ideally, it should not be necessary to complain, since in business everything should be done so carefully – details of offers and orders checked, packing supervised, quality control carried out expertly – that no mistakes are made and nothing is damaged. Unfortunately, as in other walks of life, things do not work out as well as that. Errors occur and goods are mishandled; accidents happen, usually because of haste and lack of supervision. There is often a shortage of staff owing to illness or holidays, and there is sometimes a shortage of sufficiently trained staff, so mistakes are inevitable and customers complain.
It should be a point of honour with a firm never to blame its employees when writing replies to complaints: the firm has undertaken the work and the staff arc part of the firm, therefore the firm itself is at fault and must take the consequences.
If a customer is dissatisfied with the execution of his order, he will complain. In doing so he should refer clearly to the articles in question, by referring to his own order number or to that of his supplier’s invoice, or both. He should then specify the nature of his complaint, and finally state what action he wants his supplier to take.
Complaints may be of several kinds, and may arise from different reasons. We can classify most letters of complaint in International Trade under these main headings:
Complaints that the wrong goods were sent. The entire consignment may contain the wrong merchandise, or perhaps just one or two cases were wrongly packed (Fig. 34).
Complaints that not enough goods were sent, or too many goods (Fig. 35).
Complaints about bad, inferior or inadequate packing (Fig. 36).
Complaints about the quality of the merchandise. The goods may be of inferior quality, or they may not be what the buyer expected. These are two different matters (Fig. 37).
Complaints about delay. This may be covered by a penalty clause (Fig. 38).
Complaints about damage. This is usually a matter for the insurance agent.
Figure 34
Figure 35
Figure 36
Figure 37
Figure 38
