BEC商务英语 / 第七章 Unit 7 Dealing with Problems / 第5节 Dialogue 5 Complaint about the delivery and refund
提要与知识

(Jenny, from Samsonite International, is calling Joe, manager of the Sales Department of ChigoEaton Company, to complain about the mis-delivered goods)

场景:前台和经理办公室     人物: Receptionist、Jenny、Joe


Receptionist: Good morning, this is ChigoEaton Company. Can I help you?

Jenny: Good morning. This is Jenny from Samsonite International. May I speak to Joe, manager of the Sales Department?

Receptionist: Please hold on. I’ll get you through.

Joe: Hello, Joe’s speaking.

Jenny: Hello, this is Jenny from Samsonite International. The 50 air conditioners we ordered from you have arrived. But we found there was something wrong with them after inspection.

Joe: I’m sorry, Jenny. What’s the problem?

Jenny: Well. It’s not the type we ordered. We ordered the type RIS 8983, but you delivered RIS 8988. What’s more, we ordered silver air conditioners, but you delivered white ones. And the power is not the one we wanted.

Joe: I’m sorry to hear that. I’ll check what’s wrong and let you know what we can do about the problem.

Jenny: You know, we cannot sign for this delivery. What’s worse is that our plan has to be changed if the right ones cannot arrive within five days. Now it seems impossible if they are dispatched now.

Joe: Sorry for the inconvenience caused to you. I will check the order and the delivery note to see what we could do about it. May I call you back, say…20 minutes later?

Jenny: All right.

(about 20 minutes later)

Joe: Hello. May I speak to Jenny?

Jenny: Jenny speaking.

Joe: Jenny, this is Joe speaking. I’m sorry. Er... I am afraid there has been a slip-up in our delivery. I’m terribly sorry. It’s our fault. What do you hope you can do about it? We can ship you a new load tomorrow.

Jenny: How long does it take then?

Joe: Well, it takes about 10 days at most.

Jenny: Then that’s not necessary. I’d prefer a refund.

Joe: Well, it’s our fault. Therefore, you can get 10% discount from the previously decided price if you still stick to the order.

Jenny: Thank you. But we need them within just 5 days, and we cannot wait. We have consulted with another supplier, and they have promised to deliver within 5 days the 50 air conditioners of the model we want. And we have decided to place an order with it for the emergency. So we prefer a refund of the payment.

Joe: OK. I’m sorry, Jenny. It’s all our fault this time. Our after-sales service department will help you deal with the mis-delivered goods. We’ll offer you attractive favorable terms for next orders.

Jenny: Thanks.

Joe: We promise that this will not happen again.

Jenny: Oh, that’s all right. Thanks anyway. Bye.

Joe: Bye.

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