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Unit 10

Claims

Dialogue A

Lodging a Claim

Mr.Brown is lodging a claim against Mr.Li for food deterioration.

If you don’t mind, 

let’s get down straight to business now.

All right. 

To our regret, 

we heard the shipment was not satisfactory to you. 

What exactly happened to the shipment?

The fact is that upon receipt of 100 cases of sausage by S.S. Victory a week ago, 

we found about 30 cases stinky with the contents deteriorated and totally unsalable. 

We cannot but lodge a claim against you for it.

3o cases deteriorated? 

I cannot believe it. 

So far, 

we’ve never received such complaints from clients. 

We trust you can tell us about the good quality of our sausage from all previous successful business with us.

We didn’t believe it either at first until we got the survey report from a well-known surveyor after re-inspection at our end.

What does the report say?

Here is a copy of it. 

It certifies the vacuum packaging of sausage was not airtight enough to protect sausage from deterioration. 

Obviously, 

your company should be responsible for the defective packing.

I’m sorry to hear that. 

Could you tell me what batch numbers of those 30 cases are?

Sure. 

Batch numbers from S70 to S100.

Thank you. 

I’ll look into this matter immediately. 

If it’s our fault, 

we will definitely make  compensation for your loss. 

Could you wait for 3 days for our reply?

All right. 

We’d better settle the claim as soon as possible. 

Otherwise, 

we won’t catch the selling season.

Dialogue B

Settling a Claim

Mr.Brown meets with Mr.Li for  settlement of the claim.

Any updates about the investigation, Mr.Li?

Yes, Mr.Brown. 

We contacted the manufacturers immediately after we met last time. 

With three days investigation, 

now the whole thing becomes obvious. 

We should take full responsibility for the deterioration.

Where’s the problem then?

A small malfunction was found on packing machines. 

A routine maintenance job should have been done on those machines before they produced next batch. 

However, 

due to tight production schedule, 

the manufacturers found no time to do so. 

This oversight finally led to the defective vacuum packaging.

I see. 

Have they fixed the machines?

Yes, they have. 

Now they’ve resumed the production and ensure that such mistake won’t happen again. 

They also asked us to convey their apologies for all the inconvenience caused to you.

OK, apologies accepted. 

We’d like to believe there will be no repetition of such unpleasant incident in the future.

The 30 cases of replacements will be dispatched by air this afternoon and will arrive at you within 5 days. 

Hope it won’t be too late for you to catch the brisk market.

Good. 

We’re glad to see we’ve settled the claim through friendly negotiation.

We feel sorry again for the mistake on our side. 

You may rely on our strict quality control for your future orders.