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Письма с жалобой по поводу продуктов, сервиса, доставки и пр. принадлежат к категории наиболее трудных писем. Цель письма- жалобы не просто "выпустить пар", а получить компенсацию за невыполнение деловых обязательств. План письма- жалобы можно представить в следующем виде.
План письма
- Объясните, по какому поводу Вы жалуетесь, опираясь на фактический материал (даты, суммы, номер заказа и пр.).
I am writing to you to complain about the service:.
I am writing to you with reference to the above safari, which you organized.
I have received your invoice No 4354-AZ for $1467 but noticed that a number of errors have been made.
- Объясните Ваш резон для жалобы, сравнивая обещанные деловые обязательства (услуги, сервис, выполнение заказа и пр.) и реальные обстоятельства.
Unfortunately, the reality was very different.
I regret to inform you that:.
We regret to inform you that we were no at all satisfied with your service.
- Допускается выразить свои чувства по поводу происшедшего, предположить причины, которые вызвали данную проблему.
You can imagine our disappointment when we discovered:
I can suppose that the your partner in Santo Domingo didn't :.
I am very sorry I even came into this book store:
You can imagine our feelings when we realized that this would mean:
- Если это уместно, опишите Ваши собственные действия, которые Вы предприняли, чтобы решить возникшую проблему.
We have tried to contact you by phone but could get anyone who knew anything about this matter.
We contacted your representative in Katmandu, but unfortunately without any success.
We enclose a report on the damage from:
- Потребуйте от компании, не выполнившей свои обязательства, разъяснений, компенсации за причиненный ущерб, возмещения моральных и материальных издержек.
The best solution would be for me to return the wrong items to you, postage and package forward.
I feel I deserve some sort of compensation for this such as :
I suggest the money be exchanged at the rate pertaining on that day and that all charges be waived.
We must insist that you have to cover our expenses :.
We must insist on receiving our prior payment:
I should therefore like to have my money refunded.
Therefore I look forward to hearing your comments.
We would be interested to know if you can offer an explanation for this poor quality of your service.
- Сообщите о мерах, которые будут предприняты в том случае, если Ваши требования не будут удовлетворены.
We will keep the goods until:
Unless we receive a satisfactory answer, we will be forced to put the matter into the hands of our solicitors.
Unless you can fulfill our orders efficiently in the future, we will have to consider other sources of supply.
- Стандартное окончание письма.
I look forward for hearing from you,
- Подпись, имя, должность.
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