Letter 1

Dear Sirs We acknowledge receipt of your letter dated 16 June regarding the non-arrival of your consignment of synthetic fibres. Please excuse our delay in delivery. We ourselves were let down by one of our suppliers. Your order is dispatched today on the m.v. Waterloo which is due to arrive in Hamburg on 31 July. Yours faithfully

Prompts:

1. The consignment is in fact still with the forwarding agents who informed us that production problems made it impossible to ship your order earlier. We offer our apologies for the delay and hope to notify you of the date of shipment soon. 2. We are not in any way to blame for the delay in delivery. We have passed your complaint on to our exporter. We will advise you immediately when we have their reply.

Letter 2

Dear Sirs We refer to your letter of 22 November complaining that part of your order No. 101-936 which arrived on 7 November is missing. Please accept our apologies for this error. It occurred in our dispatch department which is now overburdened with work. We are sending you the missing cases immediately. Yours faithfully

Prompts:

1. However our records show that your order No. 101-936 was properly processed and is now with our shipping agents. We intend to investigate the matter and are sending our Mr T. Tracey to London to clear up the situation with Overseas Shipping Company. 2. According to our records your complaint about incomplete delivery is unfounded. The only possibility is that the missing items were lost during shipping. 3. However only after a thorough examination can we recognise your claim of incomplete delivery. We have sent our representative Mr W. Hornby to London to examine the goods.

Exercise 3. Write a letter according to the points of guidance given below. The beginning of the letter is given and the steps suggested will help you to finish it.

Letter 1

Dear Sirs We would refer to your letter of 11 January informing us that the first delivery does not contain the assortment of pharmaceuticals which you ordered.

Steps: - remind your customer that in his letter of 20 December he altered the order concerning the assortment of pharmaceuticals;

- say that you acted in accordance with these instructions;

- ask him to check his records;

- courteously end the letter.

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<== попередня сторінка	\|	наступна сторінка ==>
Letter 2. Supplier rejects the claim	\|

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