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File Edit. Vieiv Insert_ !Fqrmat

Richard Cliff

subject: Wrong delivery (order No.1695)

Dear Richard

I received a consignment of dressing tables, Cat. No. DT154, to the above order yesterday. However, the delivery consisted of six heavy mahogany-finished dressing tables instead of the light pine-finished units I asked for.

As I have firm orders for the design I asked for, I would be grateful if you could send my consignment as soon as possible, and collect the wrongly delivered goods. Thank you in advance.

Robert Hughes

Comptialtd abouit Ydr(ORg. deBilve[ry

The reply to this email message r-page 104, will explain why complaints should be carefully written and Mr Hughes should not assume that Mr Cliff is responsible for the mistake.The companies concerned here have dealt regularly with one another, so an email message is quite appropriate, as this is not particularly confidential.

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Notice the contractions /’// and there’s, and the informal style in this message. However, it is still polite and efficient in tone. In this case it is important that the mistake, regardless of whose fault it is, is corrected as soon as possible. And notice that the invoice—an important document in this transaction—is sent with the next delivery and the catalogue is sent by separate post, neither of them as attachments to the email message.

Robert Hughes

SU6ject…H-. ¢ Re: Wrong delivery (order No.1695)

•..

Dear Robert

Thank you for yesterday’s email concerning the above wrong delivery.

I have looked into it and find that our current winter catalogue lists the dressing tables you wanted under DT189. I think you must have used last summer’s catalogue.

I have instructed one of our drivers to deliver the pine-finished dressing tables tomorrow and pick up the other consignment.

Rather than sending you a credit note, I’ll cancel invoice No. D4451 and include another, No. D4487, with the delivery.

There’s also a winter catalogue on its way to you, by post, in case you have mislaid the current one.

Richard Cliff

1 Why did Mr Hughes receive a wrong delivery?

2 What will Mr Cliff do about it?

3 Why is Mr Cliff not going to send a credit note?

4 How will Mr Cliff help Mr Hughes not to make the same mistake again?

5 Which words in the email have a similar meaning to the

following?

ainvestigated

btold

ccollect

dlost

I am writing to you to complain about the shipment of sweaters we received yesterday against the above order.

The boxes in which the sweaters were packed were damaged, and looked as if they had been broken open in transit. From your invoice No.18871 we estimate that thirty garments have been stolen, to the value of £550.00. Because of the rummaging in the boxes, quite a few other garments were crushed or stained and cannot be sold as new articles in our shops.

As the sale was on a CIF basis and the forwarding company were your agents, we suggest you contact them with regard to compensation.

You will find a list of the damaged and missing articles enclosed, and the consignment will be put to one side until we receive your instructions.

Yours sincerely

Ether Craae,

Peter Crane

Chief Buyer

End.

7

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1How did the damage occur?

2Why can’t many of the garments be sold?

3 Why does MrCrane suggest that Mr Causio has to deal with compensation?

4 What is enclosed with the letter?

6Which words in the letter have a similar meaning to the following?

a during transportation

bassess

cget in touch with

keply to complaint about damage

Because Satex sells goods to their retailers on a CI F basis,and in this case there was no special instruction to send the goods in a particular way, they will have to find out what happened and whether they can get compensation.

Sig. Causio could have asked Mr Crane to keep the undamaged garments and return those which could not be sold. However, he wants the shipping company to inspect the whole consignment in case they do not accept that the damage was caused by thieves.

Vs.rif.: Order 14478

Vs.rif.: Ns. rif.: D/1162

24 August 20—

Mr L. Crane

Chief Buyer

F. Lynch & Co. Ltd

Nesson House

Newell Street

Birmingham B3 3EL

UNITED KINGDOM

Dear Mr Crane

Thank you for informing us about the damage to our consignment (Inv. No. 18871).

From our previous transactions you will realize that this sort of problem is quite unusual. Nevertheless, we are sorry about the inconvenience it has caused you.

Please would you return the whole consignment to us, postage and packing forward, and we will ask the shipping company to inspect the damage so that they can arrange compensation. It is unlikely that our insurance company needs to be troubled with this case.

If you want us to send you another shipment as per your order No.14478, please let us know. We have the garments in stock and it would be no trouble to send them within the next fortnight.

Yours sincerely

Da/41We, Cal/l/SiO

Daniele Causio

Sales Director

Superbuys Ltd

Superbuy House

Wolverton Road

London

SW16 7DNI

Telephone +44 (0)20 83271651

Facsimile +44 (0)20 83271935

Email k.bellon@superbuys.com

www.superbuys.com

Date: 7th July 20—

Mr P. Lane

Wembley Shopfitters Ltd Wycombe Road Wembley

Middlesex HA9 6DA

Dear Mr Lane

`Superbuys’, 443 Halton Road, London SE4 3TN

I am writing to you with reference to the above premises which you refitted last February.

In the past few weeks a number of faults have appeared in the electrical circuits and the flooring which have been particularly dangerous to our customers.

With regard to the electrical faults, we have found that spotlights have either failed to work, or flicker while they are on, and replacing the bulbs has not corrected the fault.

The flooring which you laid shows signs of deterioration, and some areas are worn through to the concrete, creating a hazard to our customers.

I would be grateful if you could come and inspect the damage and arrange for repairs within the next week. The matter is urgent as we can be sued if any of our customers are injured. I would also take this opportunity to remind you that you have guaranteed all your fixtures and fittings for one year.

I look forward to hearing from you soon.

Yours sincerely

Keitf Bettor,

Keith Bellon

Managing Director

Reg. No.94116 London

VAT No. 516 8410 30

Couropgarint about bad usovbriroanattp

When bad workmanship is involved the customer can only complain as the faults arise, but they should still complain as soon as possible. In earlier correspondence

ppages 23-24 and 59,

Superbuys, a supermarket chain, asked Wembley Shopfitters to refit one of their shops.The work was completed, but some months later faults began to appear.

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Example letter

Reply to couraplaint about bad Nyodurnanship

1 What does Mr Lane think caused the faulty wiring, and what does he intend to do about it?

We are writing to you with reference to the above order and our letter of 22 May in which we asked when we could expect delivery of the 60 dynamos (Artex model 55) you agreed to supply on 3 June for an export order. We have tried to contact you by phone, fax, and email but no-one in your organization seemed to know anything about this matter.

It is essential that we deliver this consignment to our Greek customers on time as this was an initial order from them and would give us an opening in the Greek market. Our deadline is 28 June, and the lorries have been completed except for the dynamos that need to be fitted.

Unless we receive the components within the next five days, our customers will cancel the order and place it elsewhere. We would like to make it clear that we are holding you to your delivery contract, and if any loss results because of this late delivery we will take legal action.

Yours sincerely

micita.d 8 laabark,

Michael Blackburn Director

Reg. England: 8969135

VAT. 462 32117

to ask for help

to end a letter

a I would like to offer certain suggestions as to how such a visit would be of benefit to your company.

b It would likewise be valuable if we could tour the premises to get an overall impression of the production system.

c It would be most useful to see how the theory we have been taught has been put into practice in a real-life situation.

d In addition, I feel that your company might wish to use the visit as an opportunity for interviewing the students.

1 c It would be most useful to see how the theory we have been taught has been put into practice in a real-life situation.

2 b It would likewise be valuable if we could tour the premises to get an overall impression of the production system.

3 d In addition, I feel that your company might wish to use the visit as an opportunity for interviewing the student

4 a I would like to offer certain suggestions as to how such a visit would be of benefit to your company.