Unit 8 Task 9

Read and reproduce this dialogue

COMPLAINTS AND CLAIMS

• Mr. F.? I’d like to tell you why we asked you to come to us.

• Well, I’m fully at your disposal.

• We asked for an appointment with you as we are dissatisfied with the way your goods are sent. I’d like to know your reaction to it.

• We’ve carefully studied your complaints. You’re perfectly correct as to the short delivery. Two items lacked in the consignment of equipment we sent you. It was overlooked by our controller. We apologize for the oversight. It won’t happen again.

• When will you send us these parts?

• This week. By air.

• Fine. But what about the packaging? The cover of one of the containers was badly damaged. The equipment in this container was damaged too.

• It wasn’t our fault. You should take this up with the captain of the ship. The equipment was packed in the required way.

• We’ve already done it. He believes that your packing is to blame.

• I must disagree totally with him. Let’s come back to this matter in a couple of days. I’ll try to discuss it with the ship-owners.

• Well, but there is one more problem: delay in delivery of equipment. We suffered some losses through this delay. According to the sanctions clause of the contract we have the right to claim compensation.

• I’m afraid you haven’t that right. This delay was caused by a strike in the Glasgow port. And this is a force majeure circumstance.

• But you were able to foresee this complication. Moreover, you could have delivered the equipment to other port.

• We couldn’t have done it owing to circumstances outside our control.

• Well, if we don’t reach mutual understanding, our company will have to go through arbitration procedures.

• There’s no need to get aggressive. There will be a meeting of our top executives at 12 o’clock where your claim will be on the agenda. I’ll try to settle it and ring you back after the meeting.

• All right. I’m waiting for your call.

• Bye.

Exercises

1. Give Russian equivalents to these words and word-combinations

At your disposal, to be dissatisfied, short delivery, items, to lack, consignment, to overlook, to apologize, packaging, cover, to be badly damaged, fault, to disagree totally, to come back, in a couple of days, delay, losses, to suffer, to claim compensation, strike, circumstances, to foresee, complication, to reach mutual understanding, top executives, claim, to claim, on the agenda, I’ll try to settle it, to reject a claim, well grounded, groundless.

2. Give English equivalents to these words and word-combinations

Отклонить жалобу, достичь взаимопонимания, отсутствовать, были сильно повреждены, требовать, через пару дней, задержка, упаковка, мы понесли убытки, вина, партия, забастовка, обстоятельства, руководство, на повестке, я попытаюсь уладить это, я категорически не согласен.

3. Answer the following questions. Use the dialogue for reference.

1. What questions did the Buyer and the Seller discuss?

2. How many items were lacked in the consignment?

3. When will the Seller send them these parts?

4. Were there any problems with packaging? What were they?

5. Did they decide these problems at their meeting?

6. Why did the Buyer want to go through arbitration procedures?

7. Where will the Seller discuss all these claims?

4. Correct these sentences. Agree or disagree.

1. The Seller and the Buyer discussed the price problems.

2. The firm will send all parts of the equipment by train.

3. The cover of 5 containers was badly damaged.

4. The delay in delivery was caused by bad weather in Brighton.

5. The Seller and the Buyer reached mutual understanding.

5. Fill in the gaps with new words from the dialogue

1. We’ve carefully studied your …

2. I’m fully at your …

3. We … for our …

4. The cover of one of the containers was badly …

5. It wasn’t our …

6. Let’s come … to this matter in a … of days.

7. We … some losses through this …

8. The delay was … by a strike.

9. You were able to … this …

10. There will be meeting of our top … where your claim will be on the …

6. Read and translate this dialogue. Find the meaning of underline words

• Good afternoon, Mr. S. I asked for an appointment with you as we have some problems with the way your goods are sent. We’ve written to you several times detailing our complaint’s. You have expressed regret, but things haven’t improved.

• Sorry, I haven’t got your file here, so would you tell me now what your complaint of?

• The main complaint is that we never get the goods on time. It’s annoying to tell our customers that the supplier haven’t effected delivery. I should say the delays are very frequent.

• We can assure you we are doing our best to keep to the delivery schedule.

• I see. But I have to remind you that we’ll charge a penalty if the delays exceed a week.

• We’ll do everything possible to avoid delays in future. I’m sorry you’ve had these problems.

• Good. Thank you for your cooperation.

Think and answer

1. What was the complain of the Buyer?

2. Why is it preferable to settle claims in an amicable way?

3. What measures were the Seller expected to take?

4. Why is it wrong policy to reject an unjustified claim?

7. Read and translate this dialogue. Find the meaning of underline words

• Mr. S., I’d like to tell you why we asked you to come to us.

• I’m fully at your disposal.

• You know already that your pulp producing equipment which was given most careful tests after installation, didn’t reach the design capacity. Moreover, the quality of the pulp produced doesn’t conform with the requirements of the contract.

• You must believe me when I say how sorry we are.

• Have you taken any steps to improve the situation?

• Oh yes, we are doing our best. Three units will be replaced. Tomorrow a team of two experts are leaving V. to carry out the necessary work. They will bring along their own devices and instruments. But to speed things up we need your cooperation.

• Well, we are prepared to provide you with the necessary materials, lifting equipment and labour. However, all the expenses involved would be charged to your account.

• That goes without saying.

• All right. Let’s leave it there for today, shall we?

• See you tomorrow.

Think and answer

1. Why didn’t the pulp equipment reach the design capacity?

2. Why was the Buyer side prepared to provide the experts with the necessary materials and labour?

8. Translate into English

• Здравствуйте, Джон. Рад видеть вас. Не желаете ли присесть?

• Да, спасибо. Утро сегодня холодное, не так ли?

• Да, эта зима была необыкновенно холодной, но я надеюсь, что погода скоро станет теплой.

• Да, весна идет. Какие-нибудь проблемы?

• Да. я бы хотел узнать Вашу реакцию на наши претензии

• Мы внимательно изучили Ваши претензии. Вы абсолютно правы в отношении недопоставки. Это было упущение нашего контролера. Мы приносим свои извинения за эту оплошность. Это больше никогда не случится.

• Хорошо. А что вы можете сказать по поводу упаковки? Упаковка одного из контейнеров была сильно повреждена. Оборудование, которое находилось в одном из контейнеров, также немного пострадало.

• Это не наша вина. Оборудование было упаковано должным образом. Вам следует обратиться с этой претензией к капитану судна.

• Но у нас осталась еще одна проблема: задержка поставки оборудования на три недели. Мы понесли убытки из-за этой задержки. Мы имеем право требовать у Вас компенсации.

• Не стоит так горячиться. В 12 часов состоится совещание руководителей нашей компании, на котором рассмотрят все ваши претензии.

• Хорошо. Надеюсь, Вы уладите это.

9. Make sure that you know these words and word-combinations. Translate them into English.

1. Жалобы	9. Это была не наша вина
2. Претензии	10. Задержка
3. Требовать	11. Мы понесли убытки
4. Недопоставка	12. Непредвиденные осложнения
5. Упущение	13. Достигать взаимопонимания
6. Недосмотр (оплошность)	14. На повестке
7. Упаковка	15. Необоснованная претензия
8. Сильно повреждена	16. Отклонить претензию