Unit10ComplaintsandClaimsTeachingObjectives：

Understandhowtomakeeffectivecomplaintsandclaims;

Handlecomplaintsandclaims;

Writelettersforcomplaintsandadjustments.10.1Lead-in1.Workwithyourpartnertodiscussasmanycausesasyoucanforcustomercomplaintsandclaimsandputtheminthefollowingweb.inferiorqualityCommonCausesforComplaints&Claims2.Whenyoupurchaseaproductthatisdefectiveordoesn’tperformproperly,howdoyoulodgeacomplaintthatwillgetresults?Discusswithyourpartnertoworkoutasmanytipsasyoucanforeffectivecomplaints.TipsforEffectiveComplaintsBeprepared.Keepingsupportingdocuments,suchassalesreceipts,contracts,manualsandwarrantyinformation,isveryimportant.Actquickly.Somecompaniesmaylimittheirresponsibilityforrespondingtocomplaintstoacertaintimeperiod.Talktotherightpeople,intherightorder.____________________________________________________________________________________________________________________________________________________________Forexample:3.Discussthefollowingquestionsinpairsorsmallgroups.Whichdoyouthinkarethemosteffectivecomplainttipsyouhaveworkedoutabove?Why?2)Doyouhaveanyexperienceofmakingacomplaintaboutthegoodsyoubought?Howwasitsettled?Wereyousatisfiedwiththesettlement?3)Whichwaydoyouthinkisefficientinhandlingcustomercomplaints:facetoface,byphonecall,throughemails,faxesorletters?Why?4)Whatdoyouthinkisthebestwayofachievingcustomersatisfaction?10.2Speaking1.ConversationOneMr.HudsoniscallingBrownFurnitureCompanytomakeacomplaintaboutthegoodsheboughtfromthecompany.Heisveryangrynow.Linda:Goodafternoon,GeneralManager’soffice.Hudson:Afternoon.I’dliketomakeacomplainttotheGeneralManager.Whatnameisit,bytheway?Linda:Mr.Smith,sir,butI’mafraidhe’snotavailableatthemoment.PerhapsIcanbeofassistance.Hudson:No,Miss,I’mafraidyoucan’t.Idon’tlikehavingtocomplain,butIvehadalotoftroublewithyourcompany,onewayoranother.I’mgoingrighttothetopthistime.Hudson:Myname’sHudson.Linda:Willyouholdonamomentplease,Mr.Hudson?…Mr.Smith,there’saMr.Hudsonontheline.He’sverydissatisfiedwiththeservicewe’vegivenhim.He’sreallyveryangry.Smith:OK,Linda,puthimthrough...Hello,Smithspeaking,Mr.Hudson?Iguessyou’vebeenhavingabitoftrouble.Hudson:Well.Isupposeyoucancallitabitoftroubleifyoulike.Icallitadownrightscandal,andI’mnotgoingtoputupwithitanylonger.Linda:Oh,Iamsorry.LetmetransferyoutoourCustomerServiceDepartment.Hudson:I’vealreadyspokentothem.Thisreallyisn’tgoodenough.Look,areyougoingtoputmethroughtotheGeneralManageroraren’tyou?Linda:Yes,sir.Yourname,please?Smith:Thatsoundsbad.Canyougivemethedetails?Hudson:Well,sixweeksago,IboughtabedroomsuitfromyourstoreinSt.JohnShoppingCenter.Iwaspromiseddeliverywithinthreedays.Overaweeklater,avanarrivedatmyhousewiththewronggoods.Ittookanothertwoweeksforthemtosortthatout.Smith:Isee.Well,wemustlookintothat.Hudson:Oh,that’snotall.Thenexttimeyourpeoplecame,onemandroppedhisendofthewardrobe.Bangwentoneofthedoors.Sothathadtogobackforareplacement.ThatwasthreeweeksagoandI’mstillwaiting!Smith:Mm,thisisreallyveryserious…Hudson:I’mgladyouthinkso.I’mabsolutelydisgustedwiththewayI’vebeentreatedbyyourcompany.Butwhatareyougoingtodoaboutit,Mr.Smith?Smith:I’mgoingtomakesomeinquiriesrightaway,thencallbackwhenI’vesortedthingsout.Hudson:OK.Smith:I’mreallyverysorry,Mr.Hudson,forallthetroubleyou’vehad.It’snotthewayweliketodothings…Hudson:Ihopeso.2.ConversationTwoThegoodsdeliveredtoMr.Porterarefoundnotuptothestandardandabout20%ofthemaremoldy.SohecomestoseeMr.Tang,theseller,aboutthismatter.Porter:I’vegotsomethingveryunpleasanttotalkoverwithyou,Mr.Tang.Tang:DoyoumeanthequalityofthedehydratedonionflakesyoumentionedinyourfaxofOctober20?Porter:Yes.Thecaseistooserioustobeoverlooked,Idecidedtocomeandhaveaface-to-facetalkwithyou.Idemandafullrefundoftheamountpaid.Tang:Justbepatient,please.Anycriticismonourproductsissincerelyinvited.Butwon’tyoutakeaseatandtellmethewholestoryfirst?Porter:Yes.Thecaseistooserioustobeoverlooked,Idecidedtocomeandhaveaface-to-facetalkwithyou.Idemandafullrefundoftheamountpaid.Tang:Justbepatient,please.Anycriticismonourproductsissincerelyinvited.Butwon’tyoutakeaseatandtellmethewholestoryfirst?Porter:Well,yousee,accordingtothecontractweorderedairdriedflakesofthefirstgrade,butthegoodsdeliveredtousarenotuptothestandardandabout20%ofthemweremoldy.Wehavenochoicebuttolodgeaclaimagainstyoufortheinferiorquality.Tang:It’simpossible.Aseverybodyknows,ourdehydratedvegetablesenjoyagoodreputationfortheirfinequalityintheworldmarket.Suchacasehasneverhappened.Couldyoutellmetheexactcauseoftheinferiorquality?Yousee,thedamagemightbeincurredbyavarietyoffactors.Porter:Here’sasurveyreportbyawell-knownlabinLondon.Itcertifiesthatthepackingofthegoodsissoundandintactatthetimeofsurvey.Soitisclearthatthegoodswerenotwell-driedbeforeloading.Tang:ButletmeinformyouthatthegoodsinquestionwerestrictlyinspectedbyCCIBbeforeshipment,withyourrepresentativeonthespot.Theirreportshowedthatthegoodswerewell-driedanduptothestandardforexport.Consequently,thedamagemusthavetakenplaceintransit.Wesuggestyoumakeafurtherinvestigationintothematter.Porter:Ifthat’sreallythecase,whodoyouthinkImustturnformyclaim?Tang:ThegodswereboughtonaFOBbasis.Anditwasyouwhobookedtheshippingspaceandhadthegoodsinsured.Soyoumayapproachtheshippingcompanyortheinsurancecompanyforcompensation.Porter:Allright.IthinkI’lltakeyouradvice.Chen:Mr.Wood,wewelcomeyoutohelpstraightenoutthetroubleconcerningtherollers.Wood:Thankyou.I’mheretodiscussthematterwithyou.Wouldyoupleasefirstofallstatethefacts?Chen:InourfaxofOctober16,wementionedtherustyspotsontherollers.HerewehaveacopyoftheinspectioncertificateissuedbytheZhejiangCommodityInspectionBureauandtheon-the-spotrecordsandphotos.Fromthisphotoyoucanclearlyseetherustystains.Thesephotoswillbackupthefindings.Itismostevidentthatthecauseofrustisduetopoorworkmanship.Wood:Howmanyrollersarethereinthiscondition?3.ConversationThree

AChinesecompanyhasorderedsomemachinesfromaBritishcompany.Upondelivery,somerollersarefoundtobedefective.Mr.WoodissentbytheBritishcompanytotakeupthematterwithMr.ChenfromtheChinesecompany.Chen:Fiveoutthetwentyweordered.Wood:Thisisindeedquiteserious.Butmostprobablytherustystainsareduetodampnessatsea.AnyhowI’dliketohearyouropiniononthismatter.Chen:Ourexpertsholdthattherustwasnotscouredoffcompletelybeforeelectro-plating.Asaresult,thechromecoatingwouldcertainlynothold.Lookatthisphoto.Youcanseethetinybubblesonthecoatingquiteclearly.Wood:Asamatteroffact,ourmanufacturershavealwayspaidparticularattentiontothequalityoftheirproducts.Butinthiscase,theyhavefailedtoliveuptotheirhighstandard.Butyoucanwellimaginetoplatesuchalargesurfaceisnoeasyjob.Ithastobedonesectionbysection,andsomespotsmighthaveoccurredintheadjoiningareas.Wood:Yourexplanationsoundsplausible,butIcan’toff-handputmyfingerontherealcauseofthetrouble.Anyway,we’llaskforourmanufacturerstoprobeintothematter.Letmehaveasetofthesephotos.I’llhavetomailthemhomeandseewhatourtechnicianshavetosay.Besides,we’llsendthedefectiverollersbacktothemanufacturersfortechnicalexamination.Chen:I’mafraidIcan’tagreewithyou.Thefactsspeakforthemselves.Youcanseeforyourselfthatrustyspotsarenotconfinedtoanyparticularareabutarepracticallyspreadovertheentiresurface.Thebubblessignifythattheplatingwillpeeloffverysoon.Obviouslyyourmanufacturersdidnotobservetheprocessingrequirementsspecifiedinthecontract.Chen:Weshallseetoitthatyougetasetofthephotos.Astothedefectiverollerstheyaresolargethatfreightforanotheroceantransportwouldbehigh,nottomentionthepossibilityoffurthercorrosionwhichwouldprejudicetheinvestigation.But,ofcourse,it’suptoyoutodecide.Wood:Thankyouforyouradvice.Ithinkourdiscussionishelpful.Ifweproveyourfindingsarethesameasours,thefaultyrollerswillbereplacedbynewones.Chen:Thankyou.Wehavenodoubtofyourfullcooperation.10.3ReadingPre-readingquestionsforpairwork.1)Doyouthinktheartofcomplainingandhandlingcomplaintsisdifficulttolearn?Whyorwhynot?2)Whatarethegoodthingsforcustomercomplaintsonthepartofcompanies?3)Whatarewisewaysforacompanytohandlecustomercomplaints?TurnCustomerComplaintsintoMoreSales

Inamarketplacewheremillionsoftransactionstakeplacedaily,someerrorsandmisunderstandingsareboundtohappen.Theymaycauseyourcustomerstomakecomplaintsagainstyou.Customercomplaintscancauseyoutolosefuturesalesfromcustomersandfromeverybodyelsewhohearsabouttheirbadexperience.Oryoucanturncustomercomplaintsintomoresalesfromthesesamecustomersandthepeopletheyinfluence.Howyouhandleyourcustomers’complaintsdetermineswhichofthesetworesultsyouget.HereareSEVENsimpleactionsyoucantaketoturncustomercomplaintsintomoresales.1.Planforcomplaints.Youcannevereliminateeverycustomercomplaint.Somemistakeshappenregardlessofhowcarefullyyoutrytopreventthem.Expecttogetafewcomplaintsperiodically.It’spartofoperatingabusiness.Handlecomplaintswithapositiveattitude.Strivetopreserveyourrelationshipwiththecomplainingcustomerinsteadofyourimmediateprofitfromthem.Makeyourcustomerhappynowandtheywillrewardyoulaterwithmoresales.2.Makeresolvingcomplaintsapriority.Surpriseyourcustomerwithaquickresponsetotheircomplaint.Ifyoucannotsolvetheproblemimmediately,letthemknowyouconsideritapriority.Thendowhateveryoucantoresolvetheproblemfast.Thelongeracustomerhastoworryaboutgettingtheirproblemsolved,thelesslikelytheywillacceptasatisfactorysolutionandremainyourcustomer.

3.Conductyourselfprofessionally.Conductyourselfprofessionallyevenwhenacomplainingcustomerdoesnot.Complainingcustomerssometimesacthostilelybecausetheyexpectyoutoresistsolvingtheirproblem.Youcancalmtheirhostilitybylettingthemknowyougenuinelywanttohelpthem.Assurethemthatyouwilldoeverythingpossibletosolvetheirproblem.4.Takeresponsibility.Takeresponsibilityforresolvingyourcustomer’scomplainteveniftheproblemwasnotyourfault.Apologizefortheinconvenience.Brieflyexplaintheprobablecauseoftheproblem.Thentellyourcustomerexactlywhatyouwilldotocorrectit.Don’tfocusonblamingsomeoneelsefortheproblem.Itsoundslikeanexcuse.Andneverstretchthetruthinyourresponsetoacomplaint.Makingexcusesandexplainingsomethingthecustomersuspectsisinaccurateanditcandestroyyourcredibility.

5.Compensateyourcustomerfortheinconvenience.Complainingcustomershopetheycangetasatisfactorysolutiontotheirproblem.Buttheyoftenexpecttogetsomethingless.Surprisethembysolvingtheirproblemandbygivingthemsomethingextratocompensatethemfortheirinconvenience.Thishelpscustomersforgetabouttheproblemtheyhad.Instead,theywillrememberthespecialattentionyougavethem.

6.Followuрtoсоnf?rm?аt??fасt?оn.Aftersolvingyourcustomer’sproblem,followuptoconfirmtheirsatisfactionwiththeoutcome.Thisreinforcesyourrelationshipwiththecustomer.Onceyouconfirmthecustomerispleasedwiththewayyouresolvedtheircomplaint,givethemaspecialdealnotgenerallyavailabletoothercustomersorprospects.Offerthemaspecialdiscountontheirnexttransaction.Oroffertoincludeaspecialbonusitemwiththeirnextorder.Thismotivatesthemgetbackintothehabitofbuyingfromyou.7.Takeactiontopreventsimilarcomplaints.Afterresolvingacustomer’scomplaint,trytoidentifyexactlywhatcausedit.Acomplaintoftenrevealssomeweaknessesinyourbusinessprocedure.Manytimesthisweaknessisminorandyoucaneasilycorrectittoavoidsimilarcomplaintsinthefuture.Customercomplaintscancauseyoutolosefuturesalesfromcustomersandfromeverybodyelsewholistenstotheirsadstory.Buttherearealwaystwosidestoeverystory.Ofcourse,youshouldnotletthathappentoyou.Whenthathasoccurred,themannerinwhichyouastheownerorrepresentativeofyourcompanyrespondtoyourcustomerisimportantandworthyourcarefulconsideration.

Answerthefollowingquestions:1)Whatmaycausecustomerstomakecomplaints?2)Whatmaycustomercomplaintsresultin?3)Whichdoyouthinkarethefourmostimportantactionsforhandlingcustomercomplaints?Why?4)Whencustomercomplaintshaveoccurred,whatisconsideredtobeimportantforacompanytodo?5)Canyouaddmoretipsasadviceforhandlingcustomercomplaints?

10.4WritingLettersforComplaintsandAdjustments

1.ComplaintLettersAcomplaintletterrequestssomesortofcompensationfordefectiveordamagedmerchandiseorforinadequateordelayedservices.Whilemanycomplaintscanbemadeinperson,somecircumstancesrequireformalbusinessletters.Thecomplaintmaybesocomplexthataphonecallmaynoteffectivelyresolvetheproblem;orthewritermaypreferthepermanence,formality,andseriousnessofabusinessletter.Theessentialruleinwritingacomplaintletteristomaintainyourpoiseanddiplomacy,nomatterhowjustifiedyourgripeis.Avoidmakingtherecipientanadversary.1)Identifyearlythereasonyouarewriting—toregisteracomplaintandtoaskforsomekindofcompensation.Avoidleapingintothedetailsoftheprobleminthefirstsentence.2)Stateexactlywhatcompensationyoudesire,eitherbeforeorafterthediscussionoftheproblemorthereasonsforgrantingthecompensation(Itmaybemoretactfulandlessantagonizingtodelaythisstatementinsomecases).3)Provideafullydetailednarrativeordescriptionoftheproblem.Thisisthe“evidence”.4)Explainwhyyourrequestshouldbegranted.Presentingtheevidenceisnotenough:statethereasonswhythisevidenceindicatesyourrequestshouldbegranted.5)Suggestwhyitisintherecipient’sbestinteresttograntyourrequest:appealtotherecipient’ssenseoffairness,desireforcontinuedbusiness,butdon’tthreaten.Findsomewaytoviewtheproblemasanhonestmistake.Don’timplythattherecipientdeliberatelycommittedtheerrororthatthecompanyhasnoconcernforthecustomer.Towardtheendoftheletter,expressconfidencethattherecipientwillgrantyourrequest.2.AdjustmentLettersRepliestocomplaintletters,oftencalledlettersof“adjustment”,mustbehandledcarefullywhentherequestedcompensationcannotbegranted.Refusalofcompensationtestsyourdiplomacyandtactasawriter.Herearesomesuggestionsthatmayhelpyouwriteeithertypeofadjustmentletter:1)Beginwithareferencetothedateoftheoriginalletterofcomplaintandtothepurposeofyourletter.Ifyoudenytherequest,don’tstatetherefusalrightawayunlessyoucandosotactfully.2)Expressyourconcernoverthewriter’stroublesandyourappreciationthathehaswrittenyou.

3)Ifyoudenytherequest,explainthereasonswhytherequestcannotbegrantedinascordialmanneraspossible.Ifyougranttherequest,don’tsoundasifyouaredoingsoinabegrudgingway.4)Ifyoudenytherequest,trytooffersomepartialorsubstitutecompensationoroffersomefriendlyadvice(totakethestingoutofthedenial).5)Concludethelettercordially,perhapsexpressingconfidencethatyouandthewriterwillcontinuedoingbusiness.

SampleComplaintLetterDearMr.Smith,OrderNo.68197Iamwritingtoinformyouthatthegoodsweorderedfromyourcompanyhavenotbeensuppliedcorrectly.On15January2021,weplacedanorderwithyourfirmfor12,000ultrasuperlong-lifebatteries.Theconsignmentarrivedyesterdaybutcontainedonly1,200batteries.Thiserrorputourfirminadifficultposition,aswehadtomakesomeemergencypurchasestofulfillourcommitmentstoallourcustomers.Thiscausedusconsiderableinconvenience.Iamwritingtoaskyoutopleasemakeuptheshortfallimmediatelyandtoensurethatsucherrorsdonothappenagain.Otherwise,wemayhavetolookelsewhereforoursupplies.Ilookforwardtohearingfromyoubyreturn.Yourssincerely,xxxxxxSampleAdjustmentLetterDearMr.Coleman,OrderNo.68197PleaseacceptourapologiesfortheerrormadebyourcompanyinfillingyourOrderNo.68197datedJanuary15,2021.Youordered12,000sizeultrasuperlong-lifepremiumbatteries,butourdispatchofficesent1,200.Thiswasduetoatypingerror.Thebalanceof10,800batterieswasdispatchedbyexpresscouriertoyourstorethismorningandwillreachyouonJanuary28,2021.Sincewevalueyourbusiness,wewouldliketoofferyoua10%discountoffyournextorderwithus.Welookforwardtoreceivingyourfurtherordersandassureyouthattheywillbefilledcorrectly.Yourssincerely,xxxxxxWritingPractice1)Writealettertocomplainaboutlatedelivery/inferiororwrongquality/shortageofthegoodsyouhavereceivedorbought.2)Writealetterrespondingtothecomplaintletteryouhavereceivedfromoneofyourclassmatesthatrespondsnegativelyorpositivelytothecomplaint.10.5Roleplay1)PersonA:SeveralweeksagoyouplacedthisorderwithCBSCompany.Thedeliveryarrivedthismorning.Whenyouunpackedthegoodsyoufoundthegoodswerenotwhatyouordered.Theyarepocketcalculators.Phonethecompanyandexplain.Youneedthegoodsurgently.OrderNo:02332QuantityDescriptionPrice2,000M1/739ElectronicDictionaryUSD18TOTALUSD36,000PersonB:YouworkintheSalesDepartmentofCBSCompany.Acustomerphonesyoutocomplainaboutadelivery.Findoutwhattheproblemisandtrytohandleit.Thisispartofyourcatalogue.

DescriptionPriceM1/737PocketRadioUSD28M1/738PocketCalculatorUSD4M1/739ElectronicDictionaryUSD182)Mr.GrayfromEnglandhasordered50M/TofairdriedcarrotgranulesfromaChinesecompany.Uponarrival,20cartonshavebeenfoundshort-weightedand10cartonsbroken.TheBritishimporterisnowtalkingwithyou,arepresentativeofaChinesecompanyaboutit.Nowdiscussitwithhimwiththehelpofthefollowinghints.Mr.Gray:

Complainoftheshortweightanddamagedcartonsduetoimproperpacking

Askforacompensationfortheloss

Accepttheexporter’sproposalandhaveafurthersurveyYou:

Beeagertoknowthewholethingindetail

Findevidencefornotbeingliablefortheproblem

Remindtheimporterofthepossibilityofimproperstorageandroughhandling3)YouarepurchasingmanagerofaChinesecompanyandtalkingwithMr.Brown,salesmanagerofaCanadiancompanyaboutpoorpackingofthefertilizeryoupurchasedfromtheCanadiancompany.Nowdiscussitwithhimwiththehelpofthefollowinghints.You:

Complainthat300bagsoffertilizerswerebrokenuponarrival

Suggestthatthelossmightbecausedbypoorpacking

Insistonpoorpackingandaskforcompensation

AgreetosendthedocumentsneededMr.Brown:

Apologizefortheproblem

Statethatsuchathinghasneveroccurred

Promisetolookintothismatterimmediately

Promisetocompensateforthelossandaskforrelevantdocuments10.6LanguageFocus1.Complaining.1)I’msorrytobotheryou,but…2)I’msotohavetosaythis,but…3)I’mnotquitesurehowtoputthis,but…4)Idon’tliketocomplain,butI’vehadalotoftroublewithyourcompany.5)I’mnotthesortofpersonwhonormallycomplains,but…6)Theremayhavebeenamisunderstandingabout…7)I’mafraidIhaveacomplainttomake.8)I’dliketomakeacomplaintabout…9)I’mverydissatisfiedwith…10)I’mannoyed/upset/furiouswith…11)I’mveryunhappyaboutthewayI’vebeentreated.12)I’mnotgoingtoputupwith…2.Lodgingclaimsforinferiorquality,poorpacking,wrongdelivery,etc.1)Wearelodgingaclaimforinferiorquality.2)Wehavetomakeaclaimagainstyouforinferiorquality.3)Thegodsaremuchinferiorinqualitytooursamples.4)Thegoodsyousentusareinferiorcomparedtotheoriginalsample.5)Wefeelthatthepercentageofthegoodsofinferiorqualitywastoohigh.6)Wearesorrytohavetosaythatthegoodsarenotinaccordancewithyoursamples.7)Thewoolensweatersyoudelivereddonotmatchthesampleweprovided.8)I’mafraidthatthisshipmentwasnotuptoyourownstandard.9)I’msorrytosaytheshipmentdidn’tturntobesatisfactory.10)I’msorrytotellyouthatthemachinetoolsweorderedfromyoudonotworkwell.11)TheOctobershipmentofcannedfruitsarrivedinaworthlessstate,20%ofthegoodshavedeteriorated.12)Thislotofgoodsisnotuptothestandardstipulatedinthecontract.13)It’sobviousthatyousentusdefectivearticles.14)Thequalityofyourgoodsisverypoorinproportiontotheprice.15)Anumberofcasesarebroken,andthecontentsarebadlydamaged.16)Thegoodshavebeendamagedbywater,sotheyarebeyonduse.17)We’resurprisedtofind40setsofmedicalinstrumentsterriblyrusty.18)Mostofthegoodsweredamagedduetobadpackaging.19)Theboxesweren’tbanded,sotheyjustslipopen.20)Weaskedforadouble-carton,butitcameinasingle-carton.21)WeorderedKM-23,butwereceivedKM-32.22)Thegoodswereceivedarenotwhatweordered.23)I’msorrytosaythegoodsyousenttouswereincorrect.24)Theinvoiceshowsforty-fiveunits,butwereceivedonlyforty.25)Thegoodswereceivedweredifferentfromtheoriginalsample.26)Uponexamination,wefindthatallthecasesweighshortbyfrom5to12kg.3.Apologizing.1)I’msorrytohearthat.2)I’mextremelysorrytohearaboutyourcomplaints.3)Idoapologizeaboutthat.4)I’msorrythishasinconveniencedyou.5)Weareverysorryabout…6)Wewishtoapologizefor…7)Pleaseacceptmyapologizefor...8)Ican’ttellyouhowsorryIam.10)I’mvery/awfully/terribly/extremelysorryforwhatwehavedonetoyou.4.Handlingcomplaints.1)I’llseetoitrightaway.2)I’llseewhatIcando.3)I’lllookintoitrightaway.4)We’lldoeverythingpossibletohelpyou5)We’llgetreplacementssentoffimmediately.6)We’llsendarepresentativetochecktheextentofthedamage.7)We’llsendyouthecorrectproductstoreplacethewrongonesimmediately.8)Wouldyousendbackthedefectivearticlesatourexpense?9)We’llsendyouqualityproductstoreplacetheimperfectones.10)Needlesstosay,wearemostwillingtoreplacethefaultyarticles.11)Ifthegoodsarenotwhatyouexpected,we’llbegladtoexchangethem.12)We’llcheckitwiththepartiesconcernedrightaway.13)We’llgetintouchwiththeshippingcompanyandseewhatcanbedone.14)We’lltakethematterupwiththeunderwritersandgiveyoutheresultassoonaspossible.15)Thatalmostneverhappens,butwe’llhavesomeonetherewithinanhour.16)I’llseethattherewillbenosuchrecurrence.17)Wecanassureyouthatyou’llhavenosuchcomplaintstomakeaboutourfuturedeliveries.18)Pleaserestassuredthattherewillcertainlybeafairandreasonablesolutiontothematter.19)We’llmakeathoroughin