第44期:投诉与索赔

当我取出时，发现它破了。
When I took it out, I discovered it was broken.

For example:
A: When I took it out, I discovered it was broken.
当我取出时,发现它破了。
B: Really? I'm sorry to hear that.真的？听到此事真遗憾。

你真该想点儿办法了。
You really ought to do something about it.

For example:
A: You really ought to do something about it.你真该想点儿办法了。
B: We can make an adjustment on the price for you.
我们可以为你在价格上作调整。
ought to 应该

我要退货。
I want to return this.

For example:
A: I want to return this.我要退货。
B: We can replace it for you free of charge.我们可以免费为你换新的。

对蒙受的损失，我们要求索赔460美元。
We have to ask for a compensation of $460 to cover the loss incurred.

For example:
A: We have to ask for a compensation of $460 to cover the loss incurred.
对蒙受的损失，我们要求索赔460美元。
B: I was sure everything was all right with that shipment.
我肯定那批货的装运一切都是正常的。
ask for 要求

这件事你们打算怎样办？
What are you going to do about it?

For example:
A: What are you going to do about it?这件事你们打算怎样办？
B: If you'd like to wait while I contact our Sales Manager, I'm sure he'll be able to help you.
如果您能稍等一下，我这就和销售部经理联系，他一定能帮助您的。

我要求退还这台新电脑的钱。
I demand my money back on this new computer.
I want my money back on the new computer.

你确定在使用前读过全部说明了吗？
Are you sure you read all of the direction before trying to use it?

For example:
A: It doesn't do what you said it would.
它并不具有你们所说的那些功能。
B: Are you sure you read all of the direction before trying to use it?
你确定在使用前读过全部说明了吗？

你说可以免费为我们保修两年。
You said you would serve it at no additional charge for two years.

For example:
A: You said you would serve it at no additional charge for two years.
你说可以免费为我们保修两年。
B: I'm sorry, but we don't do that anymore.
对不起，可是我们不再这么做了。

你说过免费修理，就要说到做到。
You promised me free service calls and I expect you to follow through.

For example:
A: You promised me free service calls and I expect you to follow through.
你说过免费修理，就要说到做到。
B: All right, I'll send someone out free of charge.
好，那我就派人免费去修理。
follow through 坚持到底

我对我们犯的错误郑重道歉。
I apologize for the mistake we made.

For example:
A: I apologize for the mistake we made.我对我们犯的错误郑重道歉。
B: Don't worry. I believe you have tried your best.
别担心。我相信你们已经尽力了。
apologize for 因......而道歉

我希望能公正地解决这件事情。
I hope we'll solve this matter fair and square.

For example:
A: I hope we'll solve this matter fair and square.
我希望能公正地解决这件事情。
B: It's been delayed for too long and has to be solved anyway.
这件事拖得太久了，总归是要解决的。
fair and square公正，正大光明

如果是我们的过错，我们肯定要纠正。
If it's our fault，we'll certainly put the matter right.

For example:
A: What do you mean by saying fair and reasonable?
你说的公平合理是什么意思？
B: If it's our fault, we'll certainly put the matter right.
如果是我们的过错，我们肯定要纠正。

它有什么毛病？
What's wrong with it?

For example:
A: I bought this here this morning.今天上午我在这里买了这件东西。
B: What's wrong with it?它有什么毛病？

我们很快就可以把它弄好的。
We'll soon fix it.

For example:
A: The light has burnt out.灯自行媳灭了。
B: We'll soon fix it.我们很快就可以把它弄好的。

我能为你效劳吗？
What can I do for you?

For example:
A: What can I do for you?我能为你效劳吗？
B: I'll exchange it for another type of T-shirt.我想换一件另一种 T 恤。

你有发票吗？
Have you got the receipt?

For example:
A: I wish to exchange it for one in perfect condition.我想换一件好的。
B: Have you got the receipt?你有发票吗？

我坚决要换一件好的T恤。
I insist on exchanging it for a T-shirt in perfect condition.

For example:
A: I insist on exchanging it for a T-shirt in perfect condition.
我坚决要换一件好的T恤。
B: I'm so sorry ,madam, but that is not possible.
夫人，实在对不起，这不可能。
insist on doing sth. 坚持要做某事

我们经理不在办公室。
Our manager is not in his office.

For example:
A: Our manager is not in his office.我们经理不在办公室。
B: Then I must write a complaint to him.那么，我该写投诉信给他。

这台录音机坏了。
This recorder doesn't work.

For example:
A: This recorder doesn't work.这台录音机坏了。
B: Did you check it before you left the shop?离开本店前你检查过吗？

你方货物的质量与价格太不相称了。
The quality of your goods is very poor in proportion to the price.

For example:
A: The quality of your goods is very poor in proportion to the price.
你方货物的质量与价格太不相称了。
B: We are sorry that the quality of our goods did not turn out to be satisfying.
很遗憾，货物的质量不令你方满意。
in proportion to 与......相比较

你有没有可靠的证据？
Have you any reliable evidence?

For example:
A: Have you any reliable evidence?你有没有可靠的证据？
B: Here is the report from a well-known public surveyor.
这是一家有名的公证行出具的检验报告。

您有什么证据来证明您的索赔是合理的？
What evidence do you have to justify your claim?

For example:
A: What evidence do you have to justify your claim?
您有什么证据来证明您的索赔是合理的？
B: We are in possession of convincing evidence.
我们有令人信服的证据。
justify) v.)证明…是正当的

索赔证据不充分。
The claim is not well supported by facts.

For example:
A: As regards inferior quality of your goods, we claim a compensation of US $50000.
由于你方产品质量低劣，我方要求你方赔偿500000美元。
B: The claim is not well supported by facts.索赔证据不充分。

我们必须就质量不合格向您提出索赔。
We have to lodge a claim against you for inferior quality.

For example:
A: We have to lodge a claim against you for inferior quality.
我们必须就质量不合格向您提出索赔。
B: We propose you approach the insurance company for compensation.
我们建议你去保险公司联系赔偿。
inferior( adj.)差的，次的

我们从你方购买了 1000套化工仪器，其中有40多套不符合质量要求。
We bought 1000 sets of chemical instruments from you, but more that 40 are not up to the standard.

For example:
A: We bought 1000 sets of chemical instruments from you, but more that 40 are not up to the standard.
我们从你方购买了1000套化工仪器，其中有40多套不符合质量 要求。
B: According to the contract, we are responsible for repairing or replacing those defective instruments.
根据合同规定，我方保修保换有质量问题的仪器。
up to the standard 合乎标准

你方应对因延误装运而导致的所有损失负责。
You should be responsible for all the losses resulting from the delayed shipment.

For example:
A: You should be responsible for all the losses resulting from the delayed shipment.
你方应对因延误装运而导致的所有损失负责。
B: Your claim for the loss should be referred to the shipping company, as the liability rests with them.
你方损失的索赔应提交船运公司，因为责任在他们。

我们对此没有责任。
We can't hold ourselves responsible.

For example:
A: We hope you would compensate us for the loss.
希望你们赔偿我们的损失。
B: We can't hold ourselves responsible.我们对此没有责任。

我们可以退钱。
We can give you a refund.

For example:
A: Kindly tell us what steps you are going to take in the way of compensation for the damage.
请告诉我们你方准备采取何种措施来赔偿损失。
B: We can give you a refund.我们可以退钱。
refund (n.)退款

你方上次装运的货物如此令人不满意，我真是感到十分惊讶和遗憾。
We are compelled to express our surprise and disappointment at finding the goods contained in your last shipment so unsatisfactory.

For example:
A: We are compelled to express our surprise and disappointment at finding the goods contained in your last shipment so unsatisfactory.
你方上次装运的货物如此令人不满意，我真是感到十分惊讶和遗憾。
B: We can assure you that you will not have any more complaints to make about our future deliveries.
我们保证，你方对以后的发货不会有不满。

由于这一延误带来的任何损失都应由你方承担。
We shall hold you responsible for any loss, which may occur through this delay.

For example:
A: We shall hold you responsible for any loss, which may occur through this delay.
由于这一延误带来的任何损失都应由你方承担。
B: It is a case of force Majeure, which is beyond our control.
这是人力无法控制的“不可抗拒”事故。

到底发生了什么事情？
What on earth happened?

For example:
A: What on earth happened?到底发生了什么事情？
B: Not only have you been unpunctual in execution, but also you have supplied goods far below the standard.
贵公司非但未能按时执行订单,并且供货远低于标准。
on earth究竟，到底

我们保留向你方索取赔偿货物受损的权利。
We reserve the right to ask compensation from you for any damage on the goods.

For example:
A: We reserve the right to ask compensation from you for any damage on the goods.
我们保留向你方索取赔偿货物受损的权利。
B: We regret to tell you that your claim cannot be entertained as it is raised far beyond the time limit stipulated in the contract.
很遗憾告知你方的索赔不能接受，因已远超过合同规定的索赔期限。

很遗憾通知你方货物与样品不符。
We regret to inform you that the goods are not in accordance with your samples.

For example:
A: We regret to inform you that the goods are not in accordance with your samples.
很遗憾通知你方货物与样品不符。
B: I'll see it won't happen again.我保证以后不会再发生这种事情。
regret to do后悔去做某事; regret doing后悔做了某事

您建议怎么赔偿？
What remedy would you suggest?

For example:
A: What remedy would you suggest?您建议怎么赔偿？
B: You should either substitute the machine or offer us a credit.
你们要么给换货要么退钱。
remedy ( n.)赔偿

很遗憾通知你,我从贵处购买的机床操作不灵。
I' m sorry to tell you that the machine tools I purchased from you do not work well.

For example:
A: I'm sorry to tell you that the machine tools I purchased from you do not work well.
很遗憾通知你，我从贵处购买的机床操作不灵。
B: I understand. I'll send a specialist over immediately.
我了解。我会立刻派专家过去。

那不是很具体的答复。
That's not a very concrete answer.

For example:
A: We'll deal with it as soon as we find the source of the problem.
我们一旦找出问题的出处，就会处理的。
B: That's not a very concrete answer.那不是很具体的答复。
concrete (adj.)具体的

你们会全额赔偿，不是吗？
You'll compensate fully, won't you?

For example:
A: You'll compensate fully, won't you?你们会全额赔偿，不是吗？
B: Certainly. It was our mistake.当然。这是我们的错。

上个月收到的货我们不满意。
We are unhappy with the consignment we received last month.

For example:
A: We are unhappy with the consignment we received last month.
上个月收到的货我们不满意。
B: I'm very sorry to hear that. We seldom get any complaints about our products or services.
很遗憾你这么说。我们很少碰到产品或服务不满的情况。

我们不能退钱给您，因为您已经用过了。
We can't give your money back because it has been used.

For example:
A: We can't give your money back because it has been used.
我们不能退钱给您，因为您已经用过了。
B: Then, can I exchange this one for another one?
那么，我可以换另外一个吗？

很遗憾通知你方，你们发来的货不令人满意。
We regret to inform you that the goods forwarded to us are in unsatisfactory state.
unsatisfactory(adj.)令人不满意的

很抱歉我们不能接受你方的索赔。
We regret our inability to accept your claim.
inability(n.)不能

我们只得将这批次货退还给你们,你们须支付相应的费用。
We have to return the defective goods to you for replacement at your expense.

For example:
A: We have to return the defective goods to you for replacement at your expense.
我们只得将这批次货退还给你们，你们须支付相应的费用。
B: In spirit of good-will and friendship, we agree to accept all your claims.
本着诚意和友好精神，同意接受你方的全部索赔。
defective(adj.)有缺陷的

因为我们对你们的公正充满信心，我们留给你提出解决方法的机会。
We leave it to you to suggest a solution and we have full confidence in your fairness.

For example:
A: We leave it to you to suggest a solution and we have full confidence in your fairness.
因为我们对你们的公正充满信心，我们留给你提出解决方法的机会。
B: We are very much regret having given you the cause to complaint and assure you that we should do all we can to put matters right.
我们很遗憾致使你方提出索赔，我们保证将尽一切努力改正。