Я Вам пишу... Деловые и личные письма по-английски и по-русски - [16]

You promise that a representative would meet us at the Heathrow was not kept. Waiting for him caused a lot of confusion, and the stress became even worse because of the extremely short time (55 minutes) we had between flights.

The hotel «Hanging Gardens» in Katmandu should have been «lovely» (according to your leaflets). However to our great surprise, 7 members of our group could not enjoy its charm because it was overbooked. Finally alternative accommodation took hours and in the end there was no other solution than to take 3 different hotels, where the level of service was inferior.

As far as the Himalayan expedition was concerned, we did not have enough tents, and the equipment did not correspond to the number of participants.

Finally, the side trip to Sri Lanka became extremely complicated, because it was badly organized. The one-day delay on returning to Katmandu and the missing of good connections to Sri Lanka meant that our stay in Sri Lanka was reduced to only two days.

I feel we deserve some sort of explanation and compensation for this. Unless we receive a satisfactory answer, we will be forced to put the matter into the hands of our solicitor.

I look forward to hearing from you soon.

Yours sincerely,

Подпись

Arina Rodionova

Member of Organizing Committee

Пример 6. Жалоба в туристическое агентство, не выполнившее своих договорных обязательств.

Dear Mr. Dean

I am writing to you about the trip to Himalayas and Sri Lanka you organized for a group of businessmen.

In accordance with your plan, one of your representatives should have met us in transit at Heathrow and escorted us to the departure terminal of our flight to Katmandu.

To our surprise, nobody at all showed up and, as we had only 55 minutes for the transfer, this caused us a lot of stress and trouble.

Furthermore, the Hanging Garden hotel in Katmandu was overbooked! Having paid an advanced for a 5– stars hotel, we had to look for alternative accommodation for 7 members of the group. It took us several hours, and we only found very inferior hotels, and the group ended up being spread between four hotels. This inconvenience upset the organization of the conference, as you can imagine.

Moreover, your duties included providing us with all equipment for the expeditions in the Himalayas. Again, I have to complain about a mistake you made: the number of tents was not sufficient and this caused a one-day delay to the entire expedition.

For this reason, when we arrived back in Katmandu, there was no flight to Sri Lanka till next day. As a result we ended up staying only two days in Sri Lanka instead of the four days we agreed with you.

We feel we deserve some sort of compensation for the stress we suffered and all expenses.

We suggest for all the money we paid you and the expenses incurred during the travel to be returned to us.

I enclose a copy of travel plan you prepared for us and receipts for all expenses we incurred.

I look forward to hearing from you soon.

Yours sincerely,

Подпись

Arina Rodionova

Member of Organizing Committee

Напоминание об оплате счета

К разделу жалоба можно также отнести письма– напоминания об оплате счетов. Ниже приведены примеры таких писем.

Пример 7. Настойчивое напоминание об оплате счета.

Dear Mrs. Armstrong

We have not yet received payment from you for our invoice number XXXX 12345 dated DD.MM.YY. Please refer to your purchase order number YYYY54321.

This invoice is now 14 days past due. Will you, please, take the time today to send us a check?

Thank you very much for cooperation.

Sincerely,

Подпись

A. Fedin

Account Manager,

AOLP Company

Пример 8. Вежливое напоминание об оплате счета.

Dear Mr. Bill

This is to inform you that we have not received the payment of $2’500 that appeared on our billing statement of 23.04.2004. If you have already made the payment, please disregard this notice.

If there is any question about your bill, please call my office immediately.

Thank you for giving your prompt attention to this matter.

Sincerely,

Подпись

M. Stupina

Account Manager

2.8. Ответ на жалобу

Ответ на жалобу клиента/партнера по бизнесу также относится к «трудным» письмам, поскольку в нем надо будет дать исчерпывающее объяснение причин, вызвавших недовольство клиента/партнера, стараясь сохранить при этом лицо своей компании.

План письма

1. Дайте ссылку на письмо– жалобу.

We thank you for your letter of May 22, 2004, in which you informed us that package number 5 of the above consignment contained the wrong goods.

Спасибо за Ваше письмо от 22 мая 2004 г., в котором Вы сообщаете нам, что в коробке 5 вышеупомянутого груза находятся не относящиеся к делу товары.

Thank you for your letter of May 22, 2004, in which you pointed out that three mistakes totally 1560 had been made on your statement.

Спасибо за Ваше письмо от 22 мая 2004 г., в котором Вы указываете, что в Вашем счете было сделано 3 ошибки на общую сумму 1560.

We would like to thank you for informing us of our accounting error in your letter on May 22, 2004.

Мы бы хотели поблагодарить Вас за сообщение о нашей бухгалтерской ошибке в в Вашем письме от 22 мая 2004 г.