商務英語作者：阮績智責任編輯：張琛出版日期：2011年12月IDPN:308-2011-58課件章數：12商務英語作者：阮績智責任編輯：張琛complaints&claimsUNIT

11LearningObjectivesUnderstandhowtomakeeffectivecomplaintsandclaims;Handlecomplaintsandclaims;Wplaints&claimsUNIT11L

Nodiscord,noconcord

AChineseProverbAChineseProverbSpeakingTaskStartingUp

1ListeningTask23ReadingTask

5WritingTaskFollow-upPractice64543216ContentsSpeakingTaskStartingUp1LisIntroductoryRemark

Inbusiness,ifthebuyercanprovethatitistheseller's___________forthelossofthegoods,hecanmakea_______.Thesellerisobligatedto____________thebuyer.Generallyspeaking,claimsarisebecausethewronggoodsmayhavebeen__________;thequalitymayhavebeenfound____________;the__________mayhavebeenfounddamaged,short,missing,late;thepriceschargedmaybeexcessiveornotasagreed.Thereisalsoanotherkindofclaim.Itismadeby_______whofind_____withthegoodsasan______toescapefromthecontract,eitherbecausetheynolongerwantthegoodsorbecausethattheycangetthem_______elsewhere.Ifaclaimhastobe______bythebuyer,themattershouldbe__________indetailandthesedetailsshouldbelaidbeforethepartycharged.Wemust______claimswiththeprincipleof"onthefirstgrounds,toouradvantageandwithrestraint"andsettlethem________tothesatisfactionofall_______concerned.responsibilityclaimcompensatedeliveredunsatisfactoryshipmentbuyersfaultexcusecheaperinvestigatedhandleamicablypartiesmadeIntroductoryRemarkI411.1StartingUp

11.1.1Workwithyourpartnertodiscussasmanycausesasyoucanforcustomercomplaintsandclaimsandputtheminthefollowingweb.inferiorqualityInadequatepackingNon-deliveryorpart-deliveryWrongdeliveryDelayeddeliveryShortageofthegoodsDiscrepanciesinspecificationDamagetothegoodsCommonCausesforComplaints&Claims11.1StartingUp11.1.2Whenyoupurchaseaproductthatisdefectiveordoesn’tperformproperly,howdoyoulodgeacomplaintthatwillgetresults?Discusswithyourpartnertoworkoutasmanytipsasyoucanforeffectivecomplaints.Forexample:

TipsforEffectiveComplaints1.Beprepared.Keepingsupportingdocuments,suchassalesreceipts,contracts,manualsandwarrantyinformation,isveryimportant.2.Actquickly.Somecompaniesmaylimittheirresponsibilityforrespondingtocomplaintstoacertaintimeperiod.3.Talktotherightpeople,intherightorder.4.Bepolite.You'llgetbetter,andmaybequicker,resultsifyouexplaintheproblemandaskforaresolutionwithoutresortingtoangerorthreats.5.Bepreparedtonegotiaterealistically.6.Keepgoodrecords.Notethenamesofpeopleyoutalkto,aswellasthedates,timesandoutcomesoftheconversations.7.It'softenbesttoexplaintheprobleminwriting.

8.Alwayskeepacopyofeachletteryouwriteforyourownfiles.11.1.2Whenyoupurchaseapr1)Whichdoyouthinkarethemosteffectivecomplainttipsyouhaveworkedoutabove?Why?2)Doyouhaveanyexperienceofmakingacomplaintaboutthegoodsyoubought?Howwasitsettled?Wereyousatisfiedwiththesettlement?3)Whichmeansdoyouthinkisefficientinhandlingcustomercomplaints:facetoface,byphonecall,throughemails,faxesorletters?Why?4)Whatdoyouthinkisthebestwayofachievingcustomersatisfaction?11.1.3Discussthefollowingquestionsinpairsorsmallgroups.1)WhichdoyouthinkaretheDocumentsgenerallyrequiredformakingaclaimagainstaninsurancecompanyorshippingcompany

1.SurveyReport(檢驗報告)2.CertificateofInspection(檢驗證書)3.Mate’sReceipt(大副收據)4.Invoice(發票)5.InsurancePolicy(保險單)6.WeightCertificate(重量證明)7.MarineProtect(海難證明書)8.PackingList(裝箱單)9.ShortlandedCertificate(短卸證明書)10.DamageReport(破損證明)11.WeightNote(磅碼單)12.Tally-List(理貨單)Documentsgenerallyrequiredf8Inthispartyouwilllistentoadialogueandtwopassagesaboutcomplaintsandclaims.Trytofinishtheexerciseswhilelistening.

Areyouready?11.2ListeningTask

11.2ListeningTask11.2.1Listentothepassageandanswerthefollowingquestions.1)Whatmustthebuyerdoifheisgoingtomakeaclaim?

Answer:____________________________________________________________________2)Whatareusedasevidencewhenmakingaclaim?Answer:_____________________________________________________________________3)Whatisthesellerobligatedtodoifthebuyerindeedcanprovewhathehasclaimed?Answer:____________________________________________________________________4)Whendoestheconflictappearbetweenthebuyerandtheseller?Answer:_____________________________________________________________________5)WhatwouldthesellerdowhenhewasnegligentinsupplyingtheproperquantityatatimewhenhewasstillresponsiblefortheconsignmentduringshippingonaCIFbasis?Answer:

____________________________________________________________________Thebuyermustprovethatitistheseller’sresponsibilityforthedamageorlossofthegoods.TheinspectioncertificateandB/L(提貨單).Thesellerisobligatedtocompensatethebuyer.Theconflictappearswhenthegoodsarefoundtobedamagedorofshortweightwhenreachingthedestination.Inthatcasethesellerwouldmostlikelyseektofindawaytosatisfyhiscustomer.11.2.1Listentothepassagea11.2.2Listentoacallaboutcustomercomplaintsandfillinthefollowingform.CustomerComplaintsEdwardSmithCBDInternationalairdriedgarlicgranules200cartonsSeptember20October15ContractNo.201068thegoodscontaminatedwithmoths30%notwellfumigatedbeforeshipmentUSD6,000makeathoroughinvestigationbeforeareplytomorrow11.2.2Listentoacallabout11.2.3.Listentothefollowingpassageandfillinthemissingparts.Customercomplaintsofferbusinessesanopportunitytocorrect_________________.Inaddition,theyfrequentlyprovide___________________forimprovingproducts,___________________________,upgradingservices,or_________promotionalmaterialandproductinformation.While_________________withserviceofmerchandiseare,tosomeextent,_________,dissatisfiedcustomersarenot.Companiescanlearnto___________________.Agoodrecoverycanturn__________________customersinto________ones.Recognizingtheimportanceof_________fairlyandefficientlyto__________________inthemarketplace,manybusinesseshaveestablished______________________systemsforresolving_________________.Withinanyindustry,thosecompanieswitha____________andareputationforfaircomplaint-managementhavea_______________.Amanagementphilosophythat_________customersatisfactionasa_____________ofbusiness,insteadof__________thecompanyinthefaceofcomplaints,canchangethe_________________forcompanies.Itshiftstheemphasisfromthe____ofpleasingacustomertothe_____ofdoingso,andtrustsfront-line_________tousetheir__________.immediateproblemsconstructiveideasadaptingmarketingpracticesmodifyingoccasionalproblemsinevitablerecoverfrommistakesangryandfrustratedloyalrespondingbuyers’disappointmenteffectiveandinnovativecustomercomplaintspositivephilosophycompetitiveedge

employeesprimarygoaldefendingrulesofthegamejudgmentvaluecostemployees11.2.3.ListentothefollowinInthispartyouaregoingtoreadthreedialoguesandthenyouwillbeaskedtoanswersomequestionsaboutwhatyouhaveread.Pleasereadlouder!SpeakingTaskInthispartyouaregoingto11.3SpeakingTask

11.3.1Conversation1Mr.HudsoniscallingBrownFurnitureCompanytomakeacomplaintaboutthegoodsheboughtfromthecompany.Heisveryangrynow.1）WhydidMr.Hudsonwanttotalktothegeneralmanagerinperson?Answer:2）Whydidn’tthesecretaryputhimthroughtothegeneralmanagerfirst?Answer:

3）Whydidthesecretaryputhimthroughtothegeneralmangerthen?Answer:

4）WhatdidMrNelsoncomplainabout?Answer:

5）Whatisthegeneralmanagergoingtodoaboutit?Answer:6）Howwouldyouhandlesuchacomplaintifyouwerethemanager?Answer:Becausehehadalreadytalkedtosomedepartmentsofthecompanybuttheydidn’tsolvehisproblem.Sothistimehehastotalktothegeneralmanager.Perhapsthesecretarydidn’twanttotroublethemanagerwithtrifles.Soshesaidthatthemanagerwasnotavailableandofferedhelpherself.Becausehefoundthecustomerwasreallyangryandinsistedontalkingtothegeneralmanager.Heboughtabedroomsuitfromtheirstoresixweeksagoandtheypromisedtodeliveritwithinthreedays.Overaweeklateravanarrivedathishouse—withthewronggoods.Ittookanothertwoweeksforthemtosortthatout.Thenexttimetheydeliveredgoods,itwasdamaged.Nowhehasbeenwaitingforareplacementforanotherthreeweeks.（Open）.

Heisgoingtomakesomeinquirieshimselfrightaway,andthencallbackwhenhe’ssortedthingsout.11.3SpeakingTask11.3.1Conv

11.3.2Conversation2ThegoodsdeliveredtoMr.Porterarefoundnotuptothestandardandabout20%ofthemaremoldy.SohecomestoseeMr.Tang,theseller,aboutthismatter.1）WhatdoesMr.Porterindicatebysaying“somethingveryunpleasant”？Answer:2）WhatdoesMr.Porterdemandinitiallyforsettlementofthecomplaint?Answer:

3）WhydoesMr.Chensaythatthecasecomplainedisimpossible？Answer:

4）WhatdoestheLondonsurveyreportcertify?Answer:

5）WhatisthepossiblecausefordamageaccordingtoMr.Chen?Answer:

6）WhodoesMr.ChensuggestMr.Portershouldturnto?Andwhy?Answer:

ThequalityofthedehydratedonionflakeshementionedinhisfaxofOctober20th.Hedemandsafullrefundoftheamountpaid.Becauseitisknowntoallthattheirdehydratedvegetablesenjoyagoodreputationforfinequalityintheworldmarket,andsuchacasehasneverhappened.Itcertifiesthatthepackingofthegoodsissoundandintactatthetimeofsurvey.Soitisclearthatthegoodswerenotwell-driedbeforeloading.Thedamagemusthavetakenplaceintransit.

HesuggestsMr.Portermayapproachtheshippingcompanyortheinsurancecompanyforcompensation.BecausethegoodswereboughtonaFOBbasis.11.3.2Conversation2Thegood

11.3.3Conversation3AChinesecompanyhasorderedsomemachinesfromaBritishcompany.Upondelivery,somerollersarefoundtobedefective.Mr.WoodissentbytheBritishcompanytotakeupthematterwithMr.ChenfromtheChinesecompany.1）WhatwasMr.Wood’spurposeofcomingtoChina?Answer:2）Whatwaswrongwiththerollers?Answer:

3）WhatwasthecauseoftheproblemaccordingtoMr.Chen?Answer:

4）DidMr.WoodacceptMr.Chen’sexplanationabouttherustyrollers?Whatwouldhedoabouttheproblemthen?Answer:

5）Whathappenedaweeklater?Answer:

6）Whatdidtheydoabouttherustyrollersintheend?Answer:

HecametoChinatosolvetheproblemabouttherollers.Somerustyspotsonfiverollerswerefound.Thecauseofrustwasduetopoorworkmanship.Theirexpertsheldthattherustwasnotscouredoffcompletelybeforeelectro-plating.Asaresult,thechromecoatingwouldcertainlynothold.Hethoughthisexplanationsoundedplausible.Hewouldaskfortheirmanufacturerstoprobeintothematter.IftheyprovedtheChinesecompany’sfindingswerethesameastheirs,thefaultyrollerswouldbereplacedbynewones.Mr.WoodcametotheChinesecompanyagainandtoldMr.Chenthattheirmanufacturersapologizedforthetroubleandpromisedtoreplacetheserustyrollersbynewones.Mr.WoodwouldtakebacktwooftheworstonesforexaminationandleavetheotherstoMr.Chenwithsomechargeforthecostofthematerialonly.11.3.3Conversation3AChinesReadingTaskInthispartyouaregoingtoreadapassageandthenyouwillbeaskedtoanswersomequestionsaboutwhatyouhaveread.ReadingTaskInthispartyoua11.4ReadingTaskPre-readingquestionsforpairwork1)Doyouthinktheartofcomplainingandhandlingcomplaintsisdifficulttolearn?Whyorwhynot?2)Whatarethegoodthingsforcustomercomplaintsonthepartofcompanies?3)Whatarewisewaysforacompanytohandlecustomercomplaints?11.4ReadingTaskPre-readingqAnswerthefollowingquestions

1）Whatmaycausecustomerstomakecomplaints?Answer:2）Whatmaycustomercomplaintsresultin?Answer:

3）Whichdoyouthinkarethefourmostimportantactionsforhandlingcustomercomplaints?Why?Answer:

4）Whencustomercomplaintshaveoccurred,whatisconsideredtobeimportantforacompanytodo?Answer:

5）Canyouaddmoretipsasadviceforhandlingcustomercomplaints?Answer:

Errorsandmisunderstandingsmaycausecustomerstomakecomplaints.Theymayresultinlosingfuturesalesfromcustomersandfromeverybodyelsewhohearsabouttheirbadexperience.(Open).Whencustomercomplaintshaveoccurred,themannerinwhichyouastheownerorrepresentativeofyourcompanyrespondtoyourcustomerisimportantandworthyourcarefulconsideration.(Open)AnswerthefollowingquestionsWritingTaskInthispartyouaregoingtolearnhowtowritelettersofcomplaintsandadjustments.WritingTaskInthispartyouaAcomplaintletterrequestssomesortofcompensationfordefectiveordamagedmerchandiseorforinadequateordelayedservices.Whilemanycomplaintscanbemadeinperson,somecircumstancesrequireformalbusinessletters.Thecomplaintmaybesocomplexthataphonecallmaynoteffectivelyresolvetheproblem;orthewritermaypreferthepermanence,formality,andseriousnessofabusinessletter.Theessentialruleinwritingacomplaintletteristomaintainyourpoiseanddiplomacy,nomatterhowjustifiedyourgripeis.Avoidmakingtherecipientanadversary.11.5WritingTaskLettersofComplaintsandAdjustmentsComplaintLetters11.5WritingTaskLettersofCo

1.Identifyearlythereasonyouarewriting—toregisteracomplaintandtoaskforsomekindofcompensation.Avoidleapingintothedetailsoftheprobleminthefirstsentence.2.Stateexactlywhatcompensationyoudesire,eitherbeforeorafterthediscussionoftheproblemorthereasonsforgrantingthecompensation.3.Provideafullydetailednarrativeordescriptionoftheproblem.Thisisthe"evidence."4.Explainwhyyourrequestshouldbegranted.Presentingtheevidenceisnotenough:statethereasonswhythisevidenceindicatesyourrequestshouldbegranted.5.Suggestwhyitisintherecipient'sbestinteresttograntyourrequest:appealtotherecipient'ssenseoffairness,desireforcontinuedbusiness,butdon'tthreaten.Findsomewaytoviewtheproblemasanhonestmistake.Don'timplythattherecipientdeliberatelycommittedtheerrororthatthecompanyhasnoconcernforthecustomer.Towardtheendoftheletter,expressconfidencethattherecipientwillgrantyourrequest.ComplaintLetters

1.Identifyearlythereaso221.Beginwithareferencetothedateoftheoriginalletterofcomplaintandtothepurposeofyourletter.Ifyoudenytherequest,don'tstatetherefusalrightawayunlessyoucandosotactfully.2.Expressyourconcernoverthewriter'stroublesandyourappreciationthathehaswrittenyou.3.Ifyoudenytherequest,explainthereasonswhytherequestcannotbegrantedinascordialmanneraspossible.Ifyougranttherequest,don'tsoundasifyouaredoingsoinabegrudgingway.4.Ifyoudenytherequest,trytooffersomepartialorsubstitutecompensationoroffersomefriendlyadvice.5.Concludethelettercordially,perhapsexpressingconfidencethatyouandthewriterwillcontinuedoingbusiness.AdjustmentLettersRepliestocomplaintletters,oftencalledlettersof"adjustment,"mustbehandledcarefullywhentherequestedcompensationcannotbegranted.Refusalofcompensationtestsyourdiplomacyandtactasawriter.

Somesuggestions:1.Beginwithareferenceto23SampleComplaintLetterSampleComplaintLetterSampleAdjustmentLetterSampleAdjustmentLetter

WritingPracticeWritealettertocomplainaboutlatedelivery/inferiororwrongquality/shortageofthegoodsyouhavereceivedorbought.

2)Writealetterrespondingtothecomplaintletteryouhavereceivedfromoneofyourclassmatesthatrespondsnegativelyorpositivelytothecomplaint.

11.8Follow-upPractice

Yes,let’sdoit!Wewillpracticewhatwehavelearntinthisunit.11.8Follow-upPracticeYes,l11.8.1

Writedownwhatyouwouldsaytoeachofthefollowingquestionsoranswersandthenpracticethedialogueswithyourpartner.1)A:OurcustomerscomplainthatthegoodstheyreceivedlastweekaremuchinferiorinqualitytothoseyoudeliveredinthepastB:_________________________________________________________2)A:I’msorrytotellyouthatalotofcasesarebrokenandthecontentsarebadlydamaged.B:_________________________________________________________3)A:Thecomputerweboughtfromyoulastmonthisbrokendown.B:__________________________________________________________4)A:Weorderedchairsbutreceivedtables.B:__________________________________________________________5)A:Thecasesarefoundtobebadlydamaged.Thiswasapparentlyattributabletofaultypacking.B:__________________________________________________________6)A:Thegoodswereceivedarenotwhatweordered,whichmadeussufferaheavyloss.Sowehavetolodgeaclaimwithyou.B:__________________________________________________________7)A:Weplacedanorderon14Mayfortables,butstillhaven’treceivedthem.B:_________________________________________________________8)A:__________________________________________________________B:I’msorryaboutthemistake.I’lllookintoitrightaway.9)A:___________________________________________________________B:I’msorry.It’sourfault.Wearereadytopermit15%offtheinvoicepriceifyoucanacceptthegoodswronglydelivered.10)A:_________________________________________________________B:Ourproductenjoyshighprestige.Iguessit’snotamatterofinferiorquality.11.8.1Writedownwhatyouwou11.8.2

Choosethebestreplybelowtoeachofthecomplaints.

11.8.2Choosethebestreplyb

h

da

c

f

g

e

b

j

iReply

hdacfgeb-11.8.3OralPresentationGiveashortpresentationononeofthefollowingtopicsforatleast4minutes.Besuretomakeyourideasclearandlogicalwithsufficientdetails.-11.8.3OralPresentation11.8.4PutthefollowingChineseinthebracketsintoEnglish.

Tobehonest,Idon’tlikehavingtocomplain,(可你們公司老給我帶來這樣那樣的許多麻煩。我找過你們許多部門，但無濟于事。這次我要直接找你們領導反映。)

_____________________________________________________________2)Ibothunderstandthat(在國際貿易中投訴是件很不愉快的事，但現在這件事非常嚴重，不容忽視，因此我們覺得必須向你方提出索賠。)

_____________________________________________________________Werejectedthearticle(是由于它的價格不合適，更不用說其質量差。)_____________________________________________________________butI’vehadlotoftroublewithyourcompany,onewayoranother.Ihavecontactedseveraldepartmentsofyourcompanybutnothinghasbeendone.SothistimeI’mgoingrighttothetop.makingcomplaintsisanunpleasantbusinessinthepracticeofinternationaltrade.Butthepresentcaseistooserioustobeoverlooked,sowefeelwemustfileaclaimonyou.foritsprice,nottomentionitsbadquality.11.8.4PutthefollowingChine4)I’msorrytohavetosaythat(十月份到達我方的那批脫水大蒜粒的貨已毫無價值。有30%左右的貨已被蛀蟲污染，已不適合人食用。)__________________________________________________________________5)Ourproductswere(在出廠前經過中國商檢局嚴格檢查并開具質量檢驗證書。換言之，我方產品在裝船時情況是良好的。)_________________________________________________________________6)Assuchirregularitieshaveneverhappenedbefore,(所以我們要對此進行徹底調查，以便采取措施防止類似不幸的事情今后再發生。)

_________________________________________________________________thattheOctoberconsignmentofdehydratedgarlicgranulesarrivedatourportinworthlessstate.About30%ofthegoodshavebeencontaminatedwithmothsandunsuitableforhumanconsumption.strictlyinspectedbytheChinaCommodityInspectionBureaubeforedeliveryandaCertificateofQualityhasbeenissuedbythisbureau.Inotherwords,ourgoodswereingoodconditionwhentheywereshippedout.wewanttogointothematterthoroughlysothatwecantakemeasurestopreventsimilarmishapsinthefuture.4)I’msorrytohavetosayth7)We’llmakeathoroughinvestigation(以查明責任所在。但在這以前，我們不能做出任何承諾。)

________________________________________________________________8)Wesincerelyapologize(對于我方未能按時發貨而產生的損失一事。無論如何，我們將盡最大努力解決這宗索賠事件。)

________________________________________________________tofindoutwheretheresponsibilityactuallylies.Butbeforethatwecan’tpromiseanything.forallthelossesincurredasasequenceofourfailureofshippingintime.Anyway,we’lltryourbesttosettlethisclaim.7)We’llmakeathoroughinves11.8.5RolePlay1)PersonASeveralweeksagoyouplacedthisorderwithCBSCompany.Thedeliveryarrivedthismorning.Whenyouunpackedthegoodsyoufoundthegoodswerenotwhatyouordered.Theyarepocketcalculators.Phonethecompanyandexplain.Youneedthegoodsurgently.

OrderNo:02332

11.8.5RolePlay1)PersonAS

PersonBYouworkintheSalesDepartmentofCBSCompany.Acustomerphonesyoutocomplainaboutadelivery.Findoutwhattheproblemisandtrytohandleit.Thisispartofyourcatalogue.PersonBYouworkintheSal2)Mr.GrayfromEnglandhasordered50M/TofairdriedcarrotgranulesfromaChinesecompany.Uponarrival,20cartonshavebeenfoundshort-weightedand10cartonsbroken.TheBritishimporterisnowtalkingwithyou,arepresentativeofaChinesecompanyaboutit.Nowdiscussitwithhimwiththehelpofthefollowinghints.

Mr.Gray:

Complainoftheshortweightanddamagedcartonsduetoimproperpacking

Askforacompensationfortheloss

Accepttheexporter’sproposalandhaveafurthersurvey

You:

Beeagertoknowthewholethingindetail

Findevidencefornotbeingliablefortheproblem

Remindtheimporterofthepossibilityofimproperstorageandroughhandling2)Mr.GrayfromEnglandhaso3)YouarepurchasingmanagerofaChinesecompanyandtalkingwithMr.Brown,salesmanagerofaCanadiancompanyaboutpoorpackingofthefertilizeryoupurchasedfromtheCanadiancompany.Nowdiscussitwithhimwiththehelpofthefollowinghints.

You:

Complainthat300bagsoffertilizerswerebrokenuponarrival

Suggestthatthelossmightbecausedbypoorpacking

Insistonpoorpackingandaskforcompensation

AgreetosendthedocumentsneededMr.Brown:

Apologizefortheproblem

Statethatsuchathinghasneveroccurred

Promisetolookintothismatterimmediately

Promisetocompensateforthelossandaskforrelevantdocuments3)YouarepurchasingmanagerTHEENDThankYou!THEENDThankYou!商務英語作者：阮績智責任編輯：張琛出版日期：2011年12月IDPN:308-2011-58課件章數：12商務英語作者：阮績智責任編輯：張琛complaints&claimsUNIT

11LearningObjectivesUnderstandhowtomakeeffectivecomplaintsandclaims;Handlecomplaintsandclaims;Wplaints&claimsUNIT11L

Nodiscord,noconcord

AChineseProverbAChineseProverbSpeakingTaskStartingUp

1ListeningTask23ReadingTask

5WritingTaskFollow-upPractice64543216ContentsSpeakingTaskStartingUp1LisIntroductoryRemark

Inbusiness,ifthebuyercanprovethatitistheseller's___________forthelossofthegoods,hecanmakea_______.Thesellerisobligatedto____________thebuyer.Generallyspeaking,claimsarisebecausethewronggoodsmayhavebeen__________;thequalitymayhavebeenfound____________;the__________mayhavebeenfounddamaged,short,missing,late;thepriceschargedmaybeexcessiveornotasagreed.Thereisalsoanotherkindofclaim.Itismadeby_______whofind_____withthegoodsasan______toescapefromthecontract,eitherbecausetheynolongerwantthegoodsorbecausethattheycangetthem_______elsewhere.Ifaclaimhastobe______bythebuyer,themattershouldbe__________indetailandthesedetailsshouldbelaidbeforethepartycharged.Wemust______claimswiththeprincipleof"onthefirstgrounds,toouradvantageandwithrestraint"andsettlethem________tothesatisfactionofall_______concerned.responsibilityclaimcompensatedeliveredunsatisfactoryshipmentbuyersfaultexcusecheaperinvestigatedhandleamicablypartiesmadeIntroductoryRemarkI4411.1StartingUp

11.1.1Workwithyourpartnertodiscussasmanycausesasyoucanforcustomercomplaintsandclaimsandputtheminthefollowingweb.inferiorqualityInadequatepackingNon-deliveryorpart-deliveryWrongdeliveryDelayeddeliveryShortageofthegoodsDiscrepanciesinspecificationDamagetothegoodsCommonCausesforComplaints&Claims11.1StartingUp11.1.2Whenyoupurchaseaproductthatisdefectiveordoesn’tperformproperly,howdoyoulodgeacomplaintthatwillgetresults?Discusswithyourpartnertoworkoutasmanytipsasyoucanforeffectivecomplaints.Forexample:

TipsforEffectiveComplaints1.Beprepared.Keepingsupportingdocuments,suchassalesreceipts,contracts,manualsandwarrantyinformation,isveryimportant.2.Actqui