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Modele de comunicare orală şi scrisă privind CEREREA DE OFERTĂ

(Models of Oral and Written Communication Regarding the INQUIRY)

A.Discutarea unei posibile cereri de ofertă pentru scaunepliante

(Discussing the possibility of an inquiry for folding chairs)

Secretary - Mr. Brown, in one of the trade reviews l have seen an

advertisement that may be of interest to us. They are a Romanian foreign trade

company, selling furniture.

Manager - Mrs. Smith, it's just the kind of firm we were looking for. We

are shortly marketing a wooden range of hotel and club seating. Secretary - Shall l contact them?

Manager - l should think so. Send them a telex inquiry, and ask them if they

can supply some folding chairs. Ask them for advantageous prices.

Secretary - What amount shall we promise to order?

Manager - Well, let's ask them to quote us for 4,000 units per

shipment.

Secretary - Al right. l'll see about it, and keep you informed.

B.Cererea de ofertă elaborată de Hoyle Associates

Ltd. (Inquiry made out by Brown & Co. Ltd.)

Brown & Co. Ltd.

Office & Canteen Seating Distributors

31 Hampstead Avenue

MildenHaliLH122EBGreat Britain 14th January 199...

Our Ref: RW/SH

Tehnoforestexport

4 Piaţa Rosetti

Bucharest

România



Dear Sirs,

We have seen your advertisement in the Trade Review. We are one of the

largest ciistributors of office and canteen seating in the U.K. and are shortly

marketing a wooden range of hotel and club seating.

If you are interested in supplying us, would you please send us an offer of

your most competitive and cheapest range of folding chairs.

Please quote for 4,000 units per shipment. Let us also know your

delivery time.

Yours faithfully,

B. Oferta elaborata de Tehnoforestexport

(Here is the offer sent by

Tehnoforestexport)

TEHNOFORESTEXPORT

Foreign Trade Company

Telephone: 136717 4 Piata Rosetti

Telex: 10034 TFEXP R Bucharest, Romania

Brown & Co Ltd

31 Hampstead Ave

Milden Hall

England

YourRef: RW/SH Our Ref: NP-DL Date: 30 January 199...

Dear Sirs,

Ref: Our Offer of Folding Chairs

Further to our discussions during Mr. Steele's recent visit to Bucharest, we now

have much pleasure in submitting to you our quotation for folding chairs:

Sample No. 20 Price per unit £8.00



21 £7.00

23 £5.00

By separate post we have sent you samples of each of these chairs and hope that

they will convince you of the excellent quality of our products.

We wish to call your attention to the special design of these three models

belonging to our latest production. They are modern-looking as well as light and

mobile. As to the workmanship, it speaks for itself. There would be no problem

with broken or damaged chairs, since replacements would be easily obtainable,

all these samples being standard lines. We should like to point out the extra

advantage of folding chair No. 23: having been designed to look like an easy-

chair to be used in hotel and airport lounges, it is fairly stylish and-comfortable.

As for Nos. 20 and 21, you will no doubt find them ideal for relaxing in and really

good value for money.

The prices are to be undestood CFR London, liner terms. We are willing to grant

you a 2% trade discount and a further 2% for payment within 30 days. To help

you reach a decision we could offer even better terms for bulk orders. Our terms

are: payment by Irrevocable Letter of Credit. Delivery can be effected 45 days

after firm order is received and L/ C established. This offer is binding for one

month. Hoping that the samples submitted for your consideration are the very

thing you require, we look forward to your order.

Yours faithfully,

TEHNOFORESTEXPORT

Modele de comunicare orala si scrisa privind COMANDA (Models

of Oral and Written Communication Regarding the ORDER)

A. Discutarea unei comenzi de scaune pliante catre

Tehnoforestexport (Discussing an order for folding chairs to be

sent to Tehnoforestexport)



Mrs. Wood - Good morning, Clark. How are you?

Mr. Brown - Much better, thank you. Any news?

Mrs. Wood - Not much. Only our routine offers. However, we've got a very

interesting one from Tehnoforestexport.

Mr. Brown - Oh, yes. I remember sending them our inquiry early in the New

Year, after we read that advert in "Tehnoforesta".

Mrs. Wood - Then Mike Steele went to their Timisoara factory and was most

impressed with what he saw there. For our first order we decided to stick to our

top priority: the folding chairs. You can have a look at the samples we have here.

Mr. Brown - They certainly look attractive. Um... very good, and the finish is

excellent.

Mrs. Wood - Quite. Only sample No 23 shows a rough top glued surface. Mr.

Brown - Um... you are right, but I'm sure that if we point this out in our order,

there won't be any problem for them to smooth it out... Actually, I'm amazed how

they've managed to make a folding chair look so stylish and comfortable,

more like an easy chair. I quite like it! Mrs. Wood - So do I; which does not

mean that Nos 20 and 21 don't look modern and comfortable!

Mr. Brown - So, we'd better order the three types at first, to test the market,

4000 units all in all, and we'll see which is the winner, won't we?

Mrs. Wood - Just what I thought.

Mr. Brown - What about their terms?

Mrs. Wood - Not good enough, I'm afraid: 2 1/2% trade and 2% in 30 days.

Mr. Brown - Well, we could simply ask them to improve them, considering

our large order...

Mrs. Wood - Right! I was thinking of, say, 5% trade and 2 1/2 % for 60 days.

Mr. Brown - That's better, but even so, if Tehno really want to push their

lines in our market they could offer better terms.

Mrs. Wood - Of course we should also insist on CFR London and duty free

as agreed during Mike's visit there.

Mr. Brown - Yes, and we'll issue the L/ C for 60 days only when the order is

ready.

Mrs. Wood - That's settled. Let's write the order.



B. Urmeaza scrisoarea de comanda

(Here is their order letter)

Brown & Co Ltd. Office and Canteen Seating

Distributors

Tel (0532) 43038 31 Russell Ave

Telex 558324 Brown Milden Hall L H 12 2 EB

Our Ref RW/ SH 15th February 198.

Tehnoforestexport

4 Piaja RosettiR - 70036 Bucharest

Romania

Dear Sirs,

We are in receipt of your offer of 30 January and of samples Nos 20,21 and 23

which we found to our satisfaction, except sample 23.

Despite the fact that the wood used to make this folding chair is acceptable, the

workmanship is not to our standard, especially the top glued surface which is not

sufficiently smooth. It must be totally smooth without even slight openings.

Trusting that you can easily remedy this slight flaw, we would also ask you to

improve your terms of business as we intend to place a very large order, and if

these first folding chairs sell well we want to enter into a long-term contract with

you, for regular shipments. Thus we would kindly ask you to offer us a 5% tradediscount and a further 2 1/ 2% trade and 2% in 30 days for the following order:

1.Folding chairs No 20... 2,000 units x £ 8.00 each £16,000

2.Folding chairs No 21... 1,000 units x £ 7.00 each £ 7,000

3.Folding chairs No 23... 1,000 units x £ 5.00 each £ 5,000

Please advise when the order will be ready so that we may prepare the L/C or

you can ship it through the Bank at your preference.



Please ship this order CFR London as per our agreement and duty free, since if

there is any duty fee, it must be applied against the shipper according to the

terms of our agreement. We thank you in advance for your prompt and

expeditious handling of our first order and look forward to your good news.

Yours faithfully,

L.4. Refusing an order

Dear Sirs,

Thank you for your order for model 970 back chair in mahogany

finish, of May 13th.

After carefully considering it, however, we have come to the

conclusion that it would be better for you to approach another

manufacturer as our factory is at present fully occupied with

contract orders.

Moreover, setting up the special equipment required to produce

this model would only be possible after October and the cost of

this would be prohibitive unless you could place on order 10,000

chairs or more.

We are really sorry we cannot be more helpful, but hope that you will

understand our position. Do let us have other inquiries at any time,

and we shall be only too pleased to meet you if it is within our

power.

Yours faithfully,

S.5. Confirmarea comenzii turistice nr. 7

Domnilor,

Confirmam primirea comenzii dv. din data de 15 ianuarie a.c. si ne

bucuram ca v-ati hotarat asupra mostrei de itinerar nr. 1 pentru primele dv.



sapte grupuri, intrucat aceasta afost, Intr-un fel, gandita ca o excursie de

cunoastere a Romaniei in ceea ce are ea esential, daca se poate spune astfel.

Va returnam alaturat formularul de comanda nr. 12457 contrasemnat de

noi, impreuna cu un exemplar al facturii noastre, nota urmand sa fie acceptata

de Banca dv. conform Tntelegerii.

Confirmam totodata reducerea de 15% pentru grupurile care sosesc intre

1-15 septembrie si va sfatuim sa va inscrieji grupul prin telex, avand in vedere

valul de comenzi pe care le primim zilnic pentru aceasta perioada.

Vom fi intotdeauna la dispozitia dv.

Cu stima,

Acknowledging touristic order No. 7Dear Sirs,

We wish to acknowledge receipt of your order of 15 th January and

are glad you have settled upon specimen itinerary No. 1 for your

first seven parties, as this was, in a way, intended to make tourists

acquainted with "essential Romania" if we could put it like that.

We are returning to you enclosed and countersigned by us order

form No. 12457 with one copy of our invoice, the draft to be accepted

by your bankers as arranged.

We also confirm the 15% discount offered to groups coming between

7-75 September and strongly advise you to book your party by telex,

in view of the spate of orders we have been receiving daily for this

low-season period.

We are at your service at all times,

Yours faithfully,

3.4.4. Modele de comunicare orala si scrisa

privind CONFIRMAREA COMENZII

(Models of Oral and Written Communication

Regarding ACKNOWLEDGEMENTS)



A. Discutarea telefonica a comenzii de scaune pliante, primita de la firma

Brown & Co. Ltd

(A telephone talk about the order for folding chairs received from Brown &

Co. Ltd)

Mr. Pop: - I'm telephoning to thank you for your order, Mr. Brown, and to tell

you that we'll be only too pleased to give you our best terms, this being the first

order we are getting from you.

Mr. Brown: - That's great news, Mr. Pop, we do appreciate your willingness to

meet our wishes. In our turn, we can assure you you won't be disappointed; as

Mike Steele, our representative may have already told you. we have a rapidly

growing market for folding chairs here and we are thinking of expanding our business with you as soon as we get things rolling with this first shipment.

Mr. Pop: - This is exactly how we've figured things out ourselves. As for

the flaw in sample 23, we've got in touch with the factory and we have their

assurance that they have set things right at their end.

Mr. Brown: - You mean the 1,000 units of sample 23 we are going to to

receive will be flawless.

Mr. Pop: - That's right. By the way, when, exactly, do you need the chairs?Mr. Brown: - By the end of April, if that's all right with you. You see, we don't

want to put any more pressure on you. knowing that your factory is at full stretch

at the moment, but...

Mr. Pop: - That won't be any problem, as these are standard lines, you know.

We can arrange delivery as soon as we receive confirmation of your opening of

the L/C.

Mr. Brown: - Fine! Then, I take it that you agree on all the other points of our

order.

Mr. Pop: - That right. You'll receive our acknowledgement both by letter

and telex in due time...

B. Urmeazei confirmarea letrica



(Here is the letter of acknowledgement)

Tehnoforestexport Foreign Trade

Company

Telephone: 136717 4 Plata Rosetti

Telex: 10034 TFEXPR Bucharest

Brown & Co Ltd 28th February 199.

31 Hampstead Ave

Milden Hall England

Dear Sirs,

This is to acknowledge with thanks your order of 15 th February for folding

chairs.

Sample No Quantity Price per unit

20 2,000 C 8.00

21 1,000 £7.0023 1,000 C5.00

to be dispatched CFR London, duty free.

This order will receive 5% trade discount and a further 2 1 /2% if payment is made

within 60 days from dispatch of order.

The order will be sent on or before 30th March and so should certainly reach you

by 30th April. Delivery will be made subject to your Bank's confirmation of your

opening of the L/C.

Please let us know if you need any further

assistance. Yours faithfully,



Model de contract de vanzare - cumparare

(Contract Draft)

Date:....Place: Bucharest, Romania Concluded between: TEHNOIMPORTEXPORT. 2

Doamnei Street, Bucharest, Romania, a Romanian foreign

trade company, hereinafter referred to as the ..Seller", represented by:

and R.M.J. New York 13221, - USA, hereinafter referred to as the Buyer,

represented

by:......

1.OBJECT OF THE CONTRACT

1.1. The Seller sells and the Buyer buys bearings of Romanian manufacture as

per attached

appendix No. 1. showing specifications, and unit price which becomes an

integral part of

the present contract. This appendix No.1 will be modified by mutual agreement

each year

for future year orders. The Buyer reserves the right of buying additionalbearings not

specified in appendix No.1 under mutually agreeable terms.

1.2. The bearings shall be supplied under the Buyer's brand name.

1.3. The object of this contract may be enlarged or restricted during its validity by

the mutual

agreement of the parties.

1.4. This contract may be terminated:

1.4.1. by either party at any time, by 30 days' notice in writing, in the event of the

persistent

failure of the other to observe the terms of this contract unless such failure arises

from force

majeure.



1.4.2. by mutual consent at any time.

In the event such a case arises, the goods already ordered and put into

production and/ or existing in stock at the manufacturing factories shall be

delivered by the Seller and paid by the Buyer according to formerly negotiated

conditions.

2.ORDERS

2.1. Buyer shall order bearings throughout the year and shall specify required

delivery dates. Romanian factories will make every effort to meet required

deliveries and shall advise

Buyer of estimated shipping dates within two weeks of receipt of orders. No

shipment will be made prior to required dates without previous approval byBuyer.

2.2. The Buyer undertakes to accept and to secure payment for all the

bearings ordered and manufactured under the terms of the present contract.

2.3. Buyer shall have delivery priority of Romanian bearings produced for

export.

3.QUALITY

3.1. The bearings supplied under the present contract are manufactured

according to the internationally recognized standards (ISO + DIN) and/ or, if

agreed upon the Buyer's documentation (standards). Buyer drawings will be

considered proprietary, and no bear ings may be produced from these

drawings for sale to others without the express permission of buyer.

3.2. The bearings shall be accepted as to quality according to the American MIL-

STD-105

D at A.Q.L previously established in contract No

3.3..........................................................................In case such A.Q.L. is not

established, the Seller's usual export conditions shall be applied. The factories

shall certify the quality by issuing the certificates of quality.

4.QUANTITY



4.1. The quantities mentioned in the Purchase Orders are understood to be

pieces.

4.2. The bearings shall be accepted as to quantity according to the shipping

documents and the Seller is held responsible for the quantity packed in each

packing unit as per packing list

5.TIME OF DELIVERY

5.1. The goods sold under the present contract shall be delivered as per

delivery time confirmed by Seller, provided that the Buyer secures the

payment as stipulated under clause "payment terms"

5.2. The date of the Bill of Lading shall be considered as the date of delivery.

5.3. Shipments will be made from the Brasov, Barlad, Alexandria and Ploiesti

bearings factories locations in Romania to New York Port.

5.4. The goods are considered to be delivered by the Seller and accepted

by the Buyer according to the shipping documents.

5.5. The Seller shall inform the Buyer by telex in 3 days from date of

shipment the specification of the delivered goods and shipping details.

5.6. The Seller has no responsibility as to delivery if the Buyer does not openthe Letters of Credit as stipulated under the clause "payment terms".

5.7. The Seller and the Buyer agree to re-schedule by mutual agreement the

delivery of the bearings which could not be delivered within the contractual

delivery time due to objective reasons. Failing such agreement, the Buyer

can cancel the bearings not delivered.

5.8. The Seller shall advise by telex by the 10-th of each month the envisaged

specification of the bearings to be shipped in that month taking into account the

due orders.

6.PRICES

6.1. The prices are fixed in USD and are to be understood GIF New York Port,

usual export

packing included, as per INCOTERMS 1992.



6.2. The unit prices for the year... are calculated as per attached Appendix

No. 1

6.3. The unit prices are valid for scheduled deliveries.

7.PAYMENT TERMS

7.1. The goods ordered by the Buyer and confirmed by the Seller shall be

paid by an Irrevocable Letter of Credit, to be opened by the Buyer with the

Romanian Bank for Foreign Trade, Bucharest, in favour of the Seller, 15 days

before the scheduled month of delivery for the full amount of the bearings

available to be delivered.

7.2. The Letter of Credit shall be paid at sight against the following

documents:

- Full set clean on board BL

-Commercial invoice- two fold

-Packing list- two fold

- Certificate of origin- two fold

-Quality Certificate- two fold

The Seller will expressly mail the original documents to Buyer's U.S. Bank. The

Buyer will pay these mailing charges.

7.3. The Letter of Credit shall provide partial shipments permitted, shipment from

Romania to New York port, having a validity of 60 days for shipment plus 15 extra

days for negotiation.

7.4. All expenses connected with the opening, advising, and negotiation of

the Letters of Credit, shall be borne by the Buyer in U.S.A.

7.5. Any further modification concerning the terms of the Letters of Credit,

during their validity, shall be done only subject to the Seller's previous

agreement.

7.6. The Buyer undertakes to secure immediate payment by cable transfer for

any correct documents negotiated under the terms of the present contract.

The Buyer is held responsible for any charges (penalties, interests, damages,

warehousing, etc...) arising from delay of payment due to reasons imputable to



the Buyer.

8. PACKING AND MARKING

8.1. The bearings shall be marked as per drawings and technical documentation

supplied by Railway hereinafter.

8.2. The bearings shall be packed in the Buyer's individual boxes supplied by

the Buyer, according to the Buyer's packing standards/ diagram.

Depending on sizes and unit weight, the bearings will be packed in cartons

which are stacked on pallets or in Seller's standard wooden cases.

8.3. The Buyer shall supply at his own cost the individual boxes within at least

45 days before the date of delivery of the respective bearings. The Buyer shallsupply the necessary individual boxes taking into account the due orders and

packing standards/ diagram.

8.4. The Seller shall not be held responsible for shipment if the necessary boxes

are not available as above.

8.5. The pallets and/ or wooden cases shall be marked as

follows:

R.W.Y.New York, U.S.A.

Made in Romania.

The lettering will be of the same size and on the same side of the box.

8.6.Seller recognizes and admits the validity and exclusive ownership of

Buyer in all trademarks and trade names used by Buyer in connection with the

Romanian Bearings and will not use such trademarks or trade names, except in

performance of its obligations under this agreement. All rights acquired by Seller

in such trademarks or trade names shall, by this Agreement and without further

request by the Buyer, be properly conveyed to Buyer.



9 .GUARANTEE

9.1. The Seller guarantees the quality of the materials usert and manufacturing of thebearings in accordance with the quality technical provisions stipulated by the internationalstandards or the Buyer's documentation as agreed by the present contract Nr ........

9.2. Seller guarantees all bearings of its manufacture for one year from the date of their shipment to Buyer's customer, but not later than 24 months from the delivery date from

Romania for Catalogue bearings, and 18 months for bearings produced to Buyer'sspecifications, to be free from defective material or workmanship under normal proper useand service.

9.3. Seller's liability under this warranty is limited to such bearings as, within thirteen monthsafter Buyer's shipment are returned to Buyer, and for each Buyer's examination disclosesto its satisfaction that the bearings were properly mounted, housed, lubricated and usedand were caused to fail due to defective material or workmanship, and is limited to. atSeller's election, either a. repairing and returning the bearing or b. furnishing a replacementbearing.

9.4. No warranty is made of any of Seller's bearings which have been subjected to misuse,negligence, or accident or which have been used in a manner or for a purpose for whichthey were not designed nor against any defects due to plans or specifications supplied toSeller by Buyer.

9.5.The Seller guarantees a maximum of 12 months anti-rust protection period from dateof delivery on condition that the handling, warehousing and storing of bearings by the Buyer

has been properly done and individual packing has not been opened.

9.6. The Seller assumes no responsibility whatsoever for consequential damages resultingfrom the use of his products.

1 0 .CLAIMS - QUALITY & QUANTITY INSPECTION

10.1. Claims which may arise concerning the quality or the quantity of the goods suppliedas a result of Buyer's inspection under the present contract shall be considered by theSeller only if submitted within 96 days from the date of arrival of the goods at the place of destination shown in the transport documents.

10.2. All claims must be accompanied by relevants documents. For the quality claims, theBuyer shall send to the Seller clear explanations as to the defects found, accompanied by

a sample to prove the claim.

10.3. The Seller is held to dispatch at his own cost the missing products or to replace thefaulty products as mentioned in the clause "guarantee" (above) by the first shipment to bemade by the Seller to the Buyer.

10.4. No claims made, concerning any shipment, can be used by the Buyer as a reasonfor his refusal to accept and pay for the other goods delivered under the present contract.This also applies both to the shipment for which the Buyer has raised a claim and to allfurther shipments to be made under the present contract.

10.5. Inspection by the Buyer may be either to shipment at the factory or at Buyerswarehouse after receipt of the shipment at the option of Buyer.

11. SAMPLES

11.1. Standard Production Bearings - Samples for customer evaluation and



testing shall be furnished by Seller at Seller's cost.

11.2. Modified Standard Production Bearings (Revised Features) shall be at

Buyer's cost. Sample bearings shall be at Seller's cost. Tooling costs will be

shared equally by Buyer and Seller.

11.3. New Bearings - For new bearing design, all costs will be shared equally

by Buyer and Seller.

11.4. Sample bearings must be supplied by Seller, and delivered in a timely

fashion.

12. FORCE MAJEURE

12.1.By force majeure are understood all unforeseen events beyond control of the parties, or if foreseen, unavoidable and arising after the coming into force of

this contract, which prevent the total or partial carrying out of the obligations

resulting from it.

Force majeure shall automatically prolong the terms of the contractual

obligations of both parties for the period of the delay due and justified by it.

12.2. For delays and non execution of obligations, due to force majeure, neither

party can claim penalties, interest or any other compensation. Neither party shallbear the damages incurred by the other party due to force majeure.

12.3. In such cases the affected party shall notify the other party immediately by

telex and confirm by letter and prove such a situation by legalized documents

issued by the Chamber of Commerce or other competent authority of that

country.

12.4. If the above circumstances last longer than 6 consecutive months, each

party shall have the right to refuse any further fulfilment of his obligations under the present contract, and in such cases neither of the parties shall be liable to

the other to pay compensation for any possible damages.

13. ARBITRATION

13.1. Any dispute, which may arise between the parties during the execution of this

contract in connection with it. shall be settled amicably by mutual negotiations.



13.2. If understanding cannot be reached in this way, the dispute shall be

referred to the Arbitration of the Arbitration Commission attached to the

International Chamber of Commerce in Paris. The decision of this Arbitration

Commission shall be final and binding for both parties.

13.3. The Court of Arbitration shall consist of three arbitrators of which each

contractual party shall choose one. The party wishing to call the Court of

Arbitration for the settlement of a dispute shall inform the other of this decision in

writing, advising at the same time the name and address of the arbitrator

chosen by him.

Within 30 days of the receipt of this notification, the other party shall appoint its

arbitrator. Failing such appointment by the party, the arbitrator shall be

appointed by the President of the International Chamber of Commerce at the

request of the first party.

The third arbitrator who shall also be the chairman shall be appointed by the two

arbitrators chosen by the parties. Should the two arbitrators appointed by the

parties not have agreed within 30 days after their appointment on the

appointment by them of the chairman, he shall be appointed by the President

of the International Chamber of Commerce at the request of one of the parties.

13.4. The arbitrators shall decide according to the letter and the spirit of

the contract with exclusion of the national laws of parties and only in the

sense of contractual clauses by majority vote.

The arbitration proceeding and correspondence shall be in English. The

arbitrators shall arive at a decision as quickly as possible and their

decision must state the reasons on which it is based.

14. PLANT VISITS

Seller shall make all necessary arrangements for factory tours within

Romania and shall use its best efforts to make entry visas available.

15. OTHER CONDITIONS

15.1. Neither party is entitled to transfer their rights and obligations under

the present contract to third parties without a written consent thereto of



the other party.

15.2. Any modification and/ or additions to this contract shall be done in

writing only and by mutual consent of the parties.

15.3. After signing of the present contract, all preceding negotiations andcorrespondence pertaining to it become null and void.

15.4. Present contract has been made in four copies in the English

language, two copies for each party, each of them having the same

validity.

15.5. All correspondance within and relating to this contract shall be in

English.

15.6. All Appendixes and/ or Protocols agreed and signed, making

reference to this contract, will become an integral part of this contract.

15.7. This contract comes into force thirty (30) days from date this

contract signing and

has validity until.

Made on the..in Bucharest, Romania

For and on behalf of the Sellers,

Exemplu de situate necesitand o scrisoare de RECLAMAJIE

referitoare la calitate necorespunzatoare

(Sample of Situation Requiring a COMPLAINT Referring to

Unsuitable Quality) A 3 A 1

culoarea necorespunzatoare la o comanda de Jesatun

(Discussing this Situation: Unsuitable Colour of the Print in an Order for

Textiles)

In the office of the firm Johnson & Mitchell Ltd. Mr. Johnson:- I don't like

the way our order No, 234 for textiles has been treated by our



partners.

Mr. Mitchell: - I'm sorry about that. What is the particular problem? Mr.

Johnson:- Well, they have promised to pay much more attention to the

colours of the print and instead they deviate from those of the previous

patterns; our customers do not like these shades because they are too dark.

Mr. Mitchell: - That's serious; in this case, I think that they should replace the

goods.

Mr. Johnson: - Well,... that would take a long time and we have been waiting for

these goods quite a lot, you know.

Mr. Mitchell: - Why they shouldn't offer us an allowance, in this case, of

let's say... 25 p.c.

Mr. Johnson:- Yes, of course: But we should leave that to them, shouldn'twe?

Mr. Mitchell.:- Yes. O.K.

R. Scrisoarea de reclamatje mtocmita de firma

importatoare (Complaint Drawn up by the

Importing Firm)

Dear Sirs,

We have to inform you that we are not satisfied with the execution of our Order

No. 234.

Upon examining the goods we discovered that they are somewhat different from

the patterns you previously supplied, the colour of the print being of a darker

shade. In order to support our complaint we are sending some samples for your

close examination. We would like you to look into this matter carefully and

provide proposals as to how to settle it to our mutual satisfaction.

We are looking forward to hearing from you

soon. Yours faithfully; Ends: 3 patterns

. Exemplu de soluţionare a scrisorii de RECLAMAŢIE

referitoare la calitate necorespunzatoare. (Sample

of Adjusting the COMPLAINT Referring to Unsuitable Quality)

6.3.5.1. Discutarea solutionarii acestei scrisori de reclamaţie:



culoare necorespunzatoare la o comanda de Jesaturl.

(Discussing the Adjustment of a Complaint about Unsuitable Colour of

the Print in an Order for Textiles)

Mr. Johnson:- Mary, would you please ring Romanoexport and ask for Mr.

Popescu.

Mary: - Do you want to call in your office?

Mr. Johnson: - Yes, please.

Telephone voice: - Romanoexport. Good morning.

Mary: - Good morning. Mr. Johnson would like to speak to Mr. Popescu.

Telephone voice: - l'll connect you immediately.

Mr. Johnson:- Hello! This is Mr. Johnson speaking. îs that you, Mr.

Popescu?

Mr. Popescu:- Speaking, Mr. Johnson, what can l do for you?

Mr. Johnson:- Well,... um..., l'm sorry to trouble you again, but l'm ringing

about our order No. 234 for textiles.

Mr. Popescu:- Oh, yes, we have received your complaint today. Well, l'm

afraid we can't accept it; you are right mentioning some

deviations in colours from those of our previous patterns, but l

am sure that you have studied our latest pattern-book andrealized that there are some changes included there; as far as

l remember you have agreed to them, anyway.

Mr. Johnson:- Oh, l see. Well, we'll have to check this again.

Mr. Popescu.- As a matter of fact there are only few differences: yellow and

brown, l think, are slightly different in shade.

Mr. Johnson:- Yes, you are right but unfortunately our clients don't accept

them easily, they are too dark, they say.

Mr.Popescu:- l'm awfully sorry. Well, in this case, considering our good

previous business relations we might think of an allowance

of... say.!. 5 p.c. for this difference in shade.

Mr. Johnson:- AII right! That's splendid Mr. Popescu. We thank you very

much.

. Scrisoarea de soluţionare întocmită de firma



exportatoare (Adjustment Letter Drawn up by the

Exporting Firm)

Much to our regret, we learn from your letter of... that you are not satisfied

with the quality of the consignment sent under your Order No. 234.

We have looked into this matter caref ully and found that the deviations in

colours mentioned by you hâd been included in our latest pattern-book sent

for your close examination before your placing the a/m order with us.

However, considering our good previous business relations and the

present difficulties you meet with your clients, we are ready to make you an

allowance of 5 p.c. for this consignment

We hope that our position will favourably influence our further businesstransactions. Yours faithfully,

Modele de scrisori de reclamaţie privind CALITATEA

şi de soluţionare a lor (Sample Letters

of COMPLAINT and Their Adjustment)

S.1 .a. Scrisoare de reclamaţie privind calitatea inferioară a unui transport

de anvelope

Stimaţi domni,

Trebuie să vă aducem la cunoştinţă că ultimul transport de anvelope

livrat de dv. nu este la nivelul standardelor obişnuite. Ne-am putut

întotdeauna baza pe calitatea superioară a produselor dv. şi suntem cu

atât mai dezamăgiţi de situaţia ivită cu cât am livrat această marfă unui

nou client.

Veţi găsi anexat un raport al experţilor noştri locali care au verificat

cu atenţie produsele.

V-am fi recunoscători dacă aţi avea amabilitatea să expediaţi urgent

un transport de înlocuire a celor 200 anvelope pentru compensare.

Anexat: raport de expertiză.



Please note that we are mentioning individual motors for your

Information, although we consider that these are only minor

complaints; hence our belief is that this is not to be considered

as a criticism of a reliable product but an attempt to make it

even better.

Yours faithfully,

>-. Răspuns la scrisoarea de reclamaţie privind calitatea unor

aspiratoare

Stimaţi domni,

Ca răspuns la scrisoarea dv. din... vă mulţumim pentru amabilele

dv. informaţii privind reclamaţiile unora dintre clienţii dv.

Puteţi fi siguri că vom analiza cu seriozitate aceste reclamaţii şi vom

face tot posibilul pentru a evita repetarea unor atari situaţii în viitor.

Vă rugăm să primiţi scuzele noastre pentru neplăcerile cauzate şi

vă suntem recunoscători pentru rezolvarea acestei probleme într-un mod

atât de cooperant.

Al dv. sincer,

Reply to complaint of quality of vacuum cleaners

Dear Sirs,

In reply to your letter of... we thank you for your kind Information

regarding the complaints of some of your customers.

You may trust that we shall be thoroughly looking into these

complaints and we shall do our best to avoid any recurrence of

such situations in future.

Please accept our apologies for the inconvenience caused and

we are grateful to you for settling this mâner in such a



cooperative manner.

Yours faithfully,

. Scrisoare de reclamaţie privind segmente de pistoane deteriorate

Stimaţi domnii

Ca urmare a recentului dv. telex prin care ne cereţi să vă trimitem

un raport tehnic asupra problemelor pe care le avem cu unele maşini

recent livrate de dv., vă trimitem 4 segmente de pistoane rupte pe care le

considerăm ca fiind cea mai bună formă de raport.

Aceste patru pistoane au fost preluate de la câteva dintre maşinileverificate; vă trimitem aceste piese pentru a le studia şi a le avea ca material de

referinţă. Vă rugăm să veniţi aici urgent pentru a rezolva problema pe loc.

Al dvs



L3.a. Complaint of defective

piston rings Dear Sirs,

Following your recent telex requesting us to send you a technical

report on the troubles we have with some cars recently delivered by you, we are sending you 4 broken piston rings

which we consider to be the best form of report.

These 4 rings were taken out of some tested vehicles; we are

sending you these parts for you to study and for having them as

reference. We request you to come here urgentfy and solve the

problem on the spot.

Yours faithfully,

S.3. b. Răspuns la scrisoarea de reclamaţie privind segmente de pistoane

deteriorate

Stimaţi domni,

Confirmăm primirea scrisorii dv. din... prin care se reclamă unele

probleme la maşinile produse de firma noastră; vă informăm că

reprezentantul nostru va veni la Bucureşti săptămâna viitoare pentru

discutarea reclamaţiei dv.

Vă rugăm să aranjaţi această discuţie urgent în incinta firmei dv., la 15

martie ac. la ora 10.am.

Al dv. sincer,

L3.b. Reply to complaint of defective piston rings

Dear Sirs,

We acknowledge receipt of your lefter dated... claiming some

troubles with the cars produced by our firm; we letyou know that

our representative will come to Bucharest next week for the



discussion of your complaint.

We ask you to arrange this discussion as soon as possible on

your premises, on March 15^, at ten o'clock a.m.

Yours faithfully,

Exemplu de situaţie necesitând o scrisoare de RECLAMATIEreferitoare la un transport incomplet (Sample of

Situation Requiring a COMPLAINT Referring to Short-shipment)

6.4.2.1 . Discutarea acestei situaţii: transport incomplet de ceasuri de perete(Discussing This Situation: Short-shipped Consignment of Wall-clocks)

Clerk: - Sorry to trouble you, l've got a problem to discuss with you. Can you spareme a few minutes?

Manager: - Of course; come up straight away, please.Clerk: - Thank you; l will.Manager: - What's the problem?Clerk: - It is in connection with the consignment of wall-clocks that arrived from our

old partner, Alpharom. Everything seemed all right, the goods beingpacked in sealed boxes. But when some boxes taken up by Mr. Drake,our client, were sent to the departments for being put on display theyfound out that they contained only 3 clocks instead of 6 as stated in theinvoice. l asked them to check the whole lot and phone back immediately.

Manager: - Well done - that's the first step. But we have to phone round to other clientsand ask them to start checking all the boxes sent to them.

Clerk: - That's right! But we have also to write to our supplier about the missingarticles.

Manager: - l suppose we had better wait for all our clients' reports and send thesupplier a letter of complaint only after that; l think that we can also caiithem to discuss over the Situation.

Clerk: - l'll certainly do like that.

Reclamaţia întocmită de firma importatoare(Complaint Drawn up by the Importing Firm)

Dear Sirs,

Ref: Our order No....

We thank you for your consignment of wall-clocks that reached us on May 15th, againstthe a/m order. Everything was found correct with the exception of 1 0 boxes which containedonly 3 clocks instead of 6 as invoiced.

Please examine the matter at your end and send us the missing articles by Air Freight aswe can accept them only if they arrive before the end of this month, as stipulated in our Order.

Yours faithfully,

Exemplu de soluţionare a scrisorii de RECLAMAJIE(Sample of Adjusting the COMPLAINT)

6.4.3.1. Discutarea soluţionării reclamaţiei(Discussing the Adjustment of a

Complaint)Telephonist: - Alpharom. Good morning.Mr. Smith: - Good morning. Could l speak to Mr. Ion, please?Telephonist: - Yes, who is calling?Mr. Smith: - Smith, from Turner & Sons, Ltd.Telephonist: - l'll put you through.Mr. Ion: - Ion speaking. Good morning Mr. Smith. Well, we have received your letter

this morning, but l have to let you know that we hâd already written to youin connection with the situation you are calling about, l guess.



Mr. Smith: Yes, the missing clocks.Mr. Ion: - Well, l suppose that our letter explaining the situation has crossed yours

announcing it. Anyway, the mistake in our consignment was due to anoversight in the packing department which we noticed soon after thedispatch. We forwarded the missing clocks yesterday by Air Freight free of charge; you will receive them soon.

Mr. Smith: That's good news. Thank you. So long.

. Scrisoarea de soluţionare întocmită de firma exportatoare(Adjustment Letter Drawn up by the Exporting Firm)

Dear Sir,

Much to our regret we have to inform you that soon after the dispatch of your consignmentof wall-clocks againstyourOrder No... wefound outthat 10 boxescontainedonly 3insteaclof 6 clocks as invoiced; the mistake was due to an oversight in the packing department.The missing articles will be dispatched by Air Freight, free of charge in a few days. Weapologize for the trouble caused to you and assure you that we have taken the necessarymeasures for preventing recurrence of similar errors in future.

We hope that this is a fair adjustment of your complaint.

Yours faithfully,

Modele de scrisori de reclamaţie privind CANTITATEA şi soluţionarealor (Sample Letters of Complaint Regarding QUÂNTITY and Their Adjustment)

S.1 .a. Reclamaţie privind depăşirea cantităţii la un transport de porumb

Stimaţi domni.

Trebuie să vă informăm că aţi expediat o cantitate suplimentară de 150 tone latransportul de porumb livrat de motonava „Arad" conform contractului Nr...., depăşindastfel limita stipulată în contractul mai sus menţionat.

Vă aducem la cunoştinţă că nu putem prelua această cantitate suplimentară decâtdacă acordaţi o reducere de 10%, având în vedere atât problema cererii de pe piaţă, care

este foarte redusă în momentul de faţă, cât şi cheltuielile suplimentare de depozitare. între timp, am depozitat cantitatea în exces în portul de sosire, pe contul şi ladispoziţia dv.

Al dv. sincer,

Schema unei scrisori de soluţionare a unei reclamaţiireferitoare la AMBALAJ DEFECTUOS şi MĂRFURI AVARIATE

(The Pattern of an Adjustment Letter in Reply to a Complaint about BADPACKING and DAMAGED GOODS)

greatlymuch | regret |very much i

----4 — — i-------r ---------1 to learn mat ivery are extremely

sorryexceedingiy

you were dissatisfied with the packing.

fhe goods arrived badly damaged.

We are

j going into this

immediately.: investigatingi the trouble

the matter



a d v i s e iW e w i l l |y o u 1i n f o r m i i1 !

without delay. as soon

as possible.

O.ii-6. Exemplu de situaţie necesitând o scrisoare de reclamaţie(AMBALARE DEFECTUOASĂ) (Sample of

Situation Requiring a Complaint (FAULTY PACKING))

Representative of the buyer: - Hello. This is Mr. lonescu speaking. l'd like to speak to themanager about a consignment we nave just received from you.

Operator: - l'll put you through at once.The seller's representative: - Hello, this is John Smith. Good morning. What can l do for

you, Mr. lonescu?Mr. lonescu: - Well, l wish to teii you that part of the consignment of glassware arrived

broken. The breakage seems to be due to unsuitable packing. So we'll haveto raise a claim for the damaged goods.

Mr. Smith: - l'm rather surprised. Anyhow, let us have a list of the damaged goods and we'lllook into the matter. Our packers are expert people and usually they do their jobproperly. Maybe there is a case of rough handling during transshipment. In thiscase, it might be the carrier's fault as the cases were clearly marked fragile.

Mr. lonescu: - Well, we shall send you by return our claim and the list of damaged goodsand we hope you'll find a suitable adjustment. Good bye.

Mr. Smith: - Good bye. We'll let you know as soon as we find out more.Reclamaţia alcătuită de importator

(Complaint Drawn up by the Importer)

Dear Sirs,Following our telephone conversation we let you know that 5 cases with glassware of your last consignment arrived in an unsalable condition. We think it is a case of unsuitablepacking and therefore hold you liable for the damage. We enclose a list of the broken itemsand suggest you should send us a replacement of the damaged goods.

We await your answer by return.

Yours faithfully,

6.5 Exemplu de soluţionare a reclamaţiei(Sample of Adjusting the Complaint)

6.5.6.1. Discutarea soluţionării scrisorii de reclamaţieprivind AMBALAREA NECORESPUNZĂTOARE (The

Discussion of an Adjustment to a Complaint about BAD PACKING)Mr. Smith: Hello, l'd like to speak to Mr. lonescu.Mr. lonescu:- Hello, Mr. Smith. This is lonescu speaking. Have you found out more about

the breakage?Mr. Smith: - Yes, l think it isn't our fault. We have checked matters with our packers, and

we concluded that the breakage must be due to rough handling duringtransshipment. So we suggest you should raise a claim with the insurancecompany.

Mr. lonescu: - Well, if things are like that we'll do this. But we need some more evidence.We have the surveyor's report but send us all you can supply in support of your assertion.

Mr. Smith: - All right. We'll let you have all that is required for your claim. Good-bye.

6.5.6.2. Soluţionarea reclamaţiei privind MĂRFURILE AVARIATE(Adjustment Letter Referring to DAMAGED GOODS)

Dear Sirs,

We were rather surpr ised that 5 cases of glassware arrived in an unsalable condition. Wehave taken the matter up with our packers and concluded that damage must be due to



rough handling during transshipment. The cases were clearly marked fragile, so it must bethe carrier's fault.

We therefore suggest that you should raise a claim with the insurance company. We areready to send you all evidence we have in support of your claim.

Yours faithfully,

6.5.7. Modele de scrisori de reclamaţie privind AMBALAJUL DEFECTUOS şiMĂRFURILE AVARIATE şi de soluţionare a lor

(Samples of Complaint Letters and Their Adjustment)

S.1 .a. Reclamaţie referitoare la mărfurile avariate din cauza unui ambalaj necorespunzător

Stimaţi domni,

Regretăm că trebuie să vă informăm că suntem dezamăgiţi de modul cum a fostexecutată ultima noastră comandă.

Verificând produsele, am descoperit că unele dintre lăzi conţinând seturi pentruprânz, produsele Nr.... (culori: albastru-argintiu) şi Nr.... (culori auriu-roşu) au fost avariate,ca urmare a unui ambalaj inadecvat sau a unei manipulări neatente în docuri.

Punem articolele zgâriate şi sparte la dispoziţia dv. şi aşteptăm instrucţiunile dv.Vă rugăm să analizaţi această situaţie cât mai curând posibil şi s-o rezolvaţi spresatisfacţia ambelor părţi.

Aşteptăm veşti de la dv.

Al dv. sincer,

Anexă: Certificatul de avarie

Livrare efectuată la timp(Delivery Effected in Time)

1 i i i I oods were surprisedare extremely

f! sorry 'o i ? Sr !fh a f y < ) u h a v e n o t * f *d | f h | articles j

items ocden

in uestion.

1 i i

i i i consignment j

i sent j dispatchedWe assure you that we J SjjjjjjJ*1

i them it iaccordin j as per

îFpHatedterms agreed upon.g t ol f h p |

sfated. 1 1

| 1 contract. j cxecutedi

carried out j

the order j

wj ^ î Ş i agent i llinte

rm you of J what has happened ifnmediately.1 assoon as possible.you know the result jwithout delay.1 a ' investigating[ j going into "

the matter 1 looking intoi cnd willl Het

i sincerely,Yoursjtruly,faithfully.



Exemplu de situaţie necesitând o scrisoare de reclamaţieprivind ÎNTÂRZIEREA ÎN LIVRARE

(Sample of Situation Requiring a Complaint Referring toDELAY IN DELIVERY)

l. Discutarea acestei situaţii(Discussing a Situation Requiring a Complaint)

Telephone conversation- Good morning. Jens Bengt Gorling Office. Can l help you?- Good morning. This is Romulus Negoescu from Chimimport-export, România.

May l speak to Mr. Jens Bengt Gorling, please?- Will you hold the line a moment? l'll put you through.-Thank you (...)- Hello, Mr. Negoescu!- Hello, Mr. Gorling! It's contract No... that l'd like to ask you about. The boric acid

ought to have been here by the end of last week, it's already five days overdue.

- l'm very sorry about it. Our supplier of raw material couldn't get a vessel in timeand there's a backlog of orders to catch up on.

- Then, when do you think you can deliver the first lot? You know, shipment by răiitakes at least 15 days. If the material isn't here in a fortnight, production will come to astandstill and we'll nave to hold you responsible for the losses.

- l understand your problem and assure you that we want to maintain our goodsbusiness relations with you. We'll give your order priority and send the first lot by truck tomake up for the delay.

- That means, it could be here in a week or so?- Yes, l'll call back tomorrow to tell you exacly what l could arrange.- We'll keep in touch, then.

Scrisoare de reclamaţie întocmita de firma importatoare(Complaint Drawn up by the Importing Foreign-trade Enterprise)Dear Mr. Gorling,

We refer to our contract No... fixing delivery of 1000 tons of boric acid by 15th June.

As we have already pointed out during our telephone conversation of this morning, theconsignment is five days overdue. although the L/C was opened in due time, according tocontract stipulations.

We hope that you will succeed in dispatching the first lot by truck immediately, as promised,otherwise we shall run out of stock and our production will come to a standstill.Therefore, if we do not receive the material by the end of the month, we will be forced tohold you responsible for any losses arising.

We trust that you will do your best to remedy this and look forward to hearing from you very

soon.Yours faithfully,Romulus Negoescu

Chimimport-export

Exemplu de soluţionare a reclamaţiei privind ÎNTÂRZIEREA ÎN LIVRARE (Sample of

Adjusting a Complaint Referring to DELAY IN DELIVERY)

6.6.6.1. Discutarea soluţionării scrisorii de reclamaţieprivind ÎNTÂRZIEREA ÎN LIVRARE (Discussing the

Adjustment of the Complaint about DELAY IN DELIVERY)



- Hello, Mr. Negoescu. This is Gorling speaking.- Hello, Mr. Gorling. What's the news?- l managed to find a solution for your first lot of boric acid; it is being loaded on the

truck right now and will start off in a few hours.- Splendid! We'll be expecting it in a week. That brings us to next Wednesday,

doesn't it?- Wednesday. Yes. Truck No... l'll confirm all this in writing, of course, but l thought

that l'd let you know immediately. The next lot will be sent by railway in two days.ŢII cable the waggon-number and expected arrival date as soon as possible.- Thank you, Mr. Gorling. That was quick work.- Yes, it was quite quick, wasn't it? l'm sorry that we've kept you waiting so long, andl hope you understand it was caused by circumstances beyond our control.

Adjustment lefter to a complaint of delay in delivery.

Thankyou for letter of... concern!ng your order No... which should have been

supplied to you on...First let me apologize f or your order not being delivered in due time and for the problems you have experienced in getting in îouch with us about it. But wehave been facing considerable problems resulting f rom a temporary shorîageof staff and, as a consequence, all production has been held up over the past few weeks.

However, l can teii you that we have been able to hire temporary staff and weare back to normal production. Nevertheless, there is a backlog of orders tocatch up with, but we are using associates of ours to help us fulfil all outstanding commitments; your order has been given priority, so we should be able todeliver the required devices before the end of this week.

May l point out with respect that your contract with us did have a standard clause, stating that delivery dates would be met unless unforeseen circumstan-ces arise, and we thinkyou will agree that this is an excepţional circumstance.

However, we quite understand your problem and will allow you to cancelyour contract if it will help you to meet your own commitments with your customers.But we will not accept any responsibility for any action they may take against you.

Once again, let me say how much l regret the inconvenience this delay hascaused, and emphasize that it was due to factors we could not have knownabout when we accepted your delivery dates.

Please phone or cable me letting me know if you wish us to complete your order or whether you prefer to make other arrangements.

l look forward to hearing f rom you wiîhin a day or two.

Yours sincerely,

. Reclamaţie privind întârzierea în livrare a unor articole de mase plastice

Stimaţi domni,

Ne referim la confirmarea dv. a comenzii noastre din 10 septembrie, stipulând livrareaarticolelor de mase plastice până la sfârşitul lunii octombrie şi regretăm să constatăm cămarfa nu a sosit încă.

Dacă nu puteţi să le livraţi până cel târziu la mijlocul lui noiembrie, nu vom reuşi săne respectăm angajamentele faţă de clienţii noştri.



Avem încredere că vă veţi ocupa de această problemă neîntârziat.

Al dv.

L.2.a. Complaint of delay in delivery of plastic articles

Dear Sirs,

We refer to your acknowledgement of our order of Wth September stipulatingdelivery of the plastic arîicles by the end of October and regret to find that thegoods nave not yet arrived.

If you cannot deliver them not later than mid-November, we may fa/7 to meetengagements with our customers.

We trust that you will look into this mâner without delay.

Yours faithfully,

S.2.b. Răspuns la reclamaţia privind întârzierea în livrare a articolelor de mase plastice

Stimaţi domni,

Vă mulţumim pentru scrisoarea dv. din data de 1 noiembrie.

Ne cerem scuze pentru că nu am expediat marfa la timp. Am avut o situaţie de avariela instalaţii, în ciuda acestui fapt, am putut să depăşim această dificultate şi am reuşit sălivrăm marfa ieri.

Credem că veţi primi lotul la sfârşitul acestei săptămâni.

Al dv,,

L.2. b. Reply to complaint of delay in delivery of plastic articles.

Dear Sirs,

Thank you for your letter of 1st November.

We apologize for not having dispatched the goods on tirne. We have sufferedfrom a breakdown of machinery. Nevertheless we were able to overcome thisdifficulty and managed to forward the goods yesterday.

We trust that you will get the consignment by the end of this week.

Yours faithfully,

Exemplu de situaţie necesitând o scrisoare de reclamaţie(ridicarea preţului) (Sample of Situation

Requiring a Complaint (Rise in the Price))

(Th e



Operator:Mr. Brown:Operator:Mr. Brown:Operator:Mr. loan:Mr. Brown:

Mr. loan:Mr. Brown:

Mr. loan:Mr. Brown:

Mr. loan:

Mr. Brown:

Mr. loan:

Mr. Brown:

Mr. loan:

Mr. Brown:Mr. loan:

Mr. Brown:

Mr. loan:

Discutarea acestei situaţii(Discussing the Situation)

telephone rings)- Romimpex. Good morning. Can l help you?- May l speak to Mr. loan. please?- Who's calling?

My name is Brown. from Dresswell, Ltd., England.

Hold the line please... you're through.loan speaking.Oh. good morning. Mr. loan, l am Brown, from Dresswell.

- Hello. Mr. Brown, what can l do for you?- Well, you see, it's our repeat order for woollen suiting No. 23 in your 1988

catalogue.- l know it. Anything wrong?

This îs what l intend to cîear up with you. It's faster on the phone, althoughwe have sent you a letter today too. In your invoice you've charged £ 5,00per yard. while last year we paid only £ 4,00 per yard. There must be amistake somewhere.

- Well, unfortunately there isn't, Mr. Brown. Prices have risen steeply sinceJanuary 1992, when we concluded that first contract with your company.

- I know that. but we placed our repeat order this year on the understanding

that we hâd a contract already.May l remind you. Mr. Brown, that under our last year's contract, we gaveyou the full benefit: the correct price should have been 4.49 to 4.79. Then.when this contract came to an end at the end of 1992, we hâd to cope withthe rocketing merino prices which, you remember, took us all by surprise.

- l can't agree less; however, l tind this price rather difficult to accept. Can'tyou consider a substanţial reduction in view of our large order?

- Under different circumstances we would've been only too glad to meet youhalfway, Mr. Brown. But as the rnarket is at present. our £ 5 a yard is arock-bottorn price, that s why we can't possibly give you any reduction.Actually, if you don't buy now, later you'll pay more, as in a few weeks' timewe'll have to put up our prices by some 40 p if we want to keep up the highquality of our woollen cloth.

- You don't seem to leave rne any choice. Mr. loan.- Blarne it on the steep merino prices and also on the higher manufacturing

costs. You know. we've itemized the costs one by one, as usual, and wehaven't much leeway either.- l know it's a very unstable rnarket, but as our own rnarket cannot stand very

high prices, before we hâd this talk l hâd been determined to send you backthe consignment. Actually, that's what l suggested in rny letter.

- l don't want to influence you but, if l were you, l'd keep it because l'm sureit'll sell like hoţ cakes. in spiţe of its higher price. Hasn't everything gone uplately?...

Reclamaţia întocmită de firma importatoare(The Complaint Drawn up by the Importers)

Dear Sirs,



Our order No. 1234

Laşi year we bought from you woollen suiting No. 23, 1992 catalogue, at £ 4 per yard.

On 15th May we sent you a repeat order (No. 1234) and are surprised to see from your invoice, received today, that you have charged £ 5 per yard.

Though we realize that prices have gone up slightly since last January, this increase

seems to us out of all proportion.We must ask you for a substanţial reduction, or, otherwise, to allow us to return the entireconsignment to you, because our market cannot stand such high prices.

Yours faithfully,

6.7.6. Răspuns negativ la scrisoarea de reclamaţie privind preţul(The Negative Reply)

Dear Sirs,

Thank you for your letter of 30th June, pointing out that the price of our woollen suiting No.23, 1988 catalogue, is too high for your market.

We would like to explain that the apparently considerable increase is due to two reasons:our prices in our first contract, concluded last year, gave you the full benefit; the correctprice at the time shouid have been £ 4.49 to £ 4.79. At the same time, when this contractterminated at the end of 1988, we hâd to face the sudden rise in merino prices, which, asyou know, took place in December last year and rocked the market.

The price of £ 5.000 has been most carefully calculated, considering all the costs andleaving us very little margin, so we regret we cannot possibly grant you even the smallestdeduction. As a matter of f act, we shall have to raise it by another 40 p.quite shortly, becauseof the recent increase in manufacturing costs.

We admit that these frequent changes of price are most unfortunate, but as the market is

at present, they are unavoidable. Without trying to influence you, we think you would bewell advised to keep the woollen suiting in question and we are confident that you willfind a ready sale for it, in view of its excellent value at the price.

Yours faithfully,

Modele de scrisori de reclamaţie şi soluţionare(Sample Letters of Complaint and Their Adjustment)

S.1 .a. Reclamaţie referitoare la preţ

Domnilor,



Dorim să ne referim la telexul 345 din data de 10 iunie 19.... în legătură cuimportul a 10 bufete model y 456, în baza contractului nr. 8910.

Din păcate, comparând preţurile dumneavoastră cu cele oferite de întreprinderileproducătoare interne, am constatat că preţurile dv. sunt mult prea mari.

Considerăm absolut necesar să reduceţi preţul contractului cu cel puţin 20%, ceeace ne va permite să facem în continuare eforturi de a realiza comenzi substanţiale pentrudumneavoastră pe piaţa noastră.

Dacă vă convin preţurile propuse de noi, putem reîncepe imediat negocierile cudistribuitorii interni. V-am fi foarte îndatoraţi dacă ne-aţi transmite prin fax decizia dum-neavoastră.

Cu stimă,

L.1.a. Complaint about price

Dear Sirs,

We refer to our telex 345 of Wth June 19..., regarding the import of W model y 456 sideboards under Contract No. 8910.

Unfortiinately, after comparing your prices wilh those of domestic manufac-turers, we have found that your prices are much on the higher s/de.

We consider it to be most essential that your contract price be reduced at least by 20% so as to enable us to continue our efforis to get you substanţial ordersin our market.

If the prices suggested by us are acceptable to you, we can at once stanrenegotiations with domestic distributors. Your decision by fax will be very much appreciated.

Yours faithfully,

S. 1.(b) Răspuns favorabil la reclamaţia 1

Domnilor,

Confirmăm cu mulţumiri primirea scrisorii dv. din data de 20 iunie 19.... şi ne-ar faceplăcere să vă comunicăm că, în urma restudierii cheltuielilor de producţie pentru bufetelemodel y 456, am ajuns la concluzia că am putea micşora preţul contractual cu 15%. Sperămca această reducere să vă satisfacă, având în vedere calitatea superioară a furnirului şirealizarea deosebită a produselor noastre.

Dorim din toată inima ca relaţiile noastre de afaceri să continue sub cele mai buneauspicii.

Cu stimă,

L.l.b. Favourable reply to complaint 1

Dear Sirs,

We acknowledge with many thanks receipt ofyour letter dated 2C/h June 19...and are very glad to teii you that, after looking into the manufacturing coste of model y 456 sideboards again, we nave reached the conclusion that we could



lower our contract price by 15%. We hope you will find this reduction satisfac-tory, considering the high quality of our veneer and the fine workmanship of our products.

We look forward to continuing our business relations with you,

Yours faithfully,

S.2.a. Reclamaţie cu privire la o eroare de facturare

Domnilor,

Vă mulţumim pentru promptitudinea cu care ne-aţi l ivrat comanda Nr. 333 din datade 2 iunie a.c. şi avem plăcerea să vă comunicăm că mărfurile au ajuns în condiţii bune.Totuşi, la verificarea facturii am constatat o eroare în calcularea totalului. Cifra corectă ar trebui să fie 352 dolari USA şi nu 552 dolari SUA, cum aţi dat dv.

V-am fi îndatoraţi dacă aţi rectifica factura în mod corespunzător sau dacă ne-aţi remite o notă de credit pentru diferenţă.

Cu stimă,

L.2.a. Complaint about faulty invoice

Dear Sirs,

Thank you for your prompt delivery of order No. 333 of June 2nd, and arepleased to letyou know that the goods arrived in good condition. On checkingyour invoice, however, we find that an error has been made in your total. Thecorrect figure should be US $ 352, not US $ 552 as given by you.

We should be obliged if you would amend the invoice accordingly or let ushave your Credit Note for the difference.

Yours faithfully,

S.2.b. Răspuns la reclarnaţia 2.a

Domnilor.

Mulţumim pentru scrisoarea dv. din data de 30 iunie a.c. în care ne informaţi asupraerorii din factură. Ataşăm o factură nouă, cu totalul corect şi anume US $ 352, facturaanterioară devenind astfel nulă şi neavenită.

Ne cerem scuze pentru neplăcerea provocată de această eroare, care s-a datoratunei mici defecţiuni la calculator, defecţiune rezolvată între timp. şi vă asigurăm că astfelde erori vor fi evitate pe viitor.



Cu stimă,

L.2.b. Adjustment of complaint about faulty invoice

Dear Sirs,

Thank you for your lene r of 30 th June informing us about ihe error in our invoice.We enclose herewiîh a new invoice with the correct total, viz. US $ 352, making the previous invoice nuli and void.

We apologize for the inconvenience caused by this error, due to a sligtit computer fault, which has now been dealt with, and assure you that such errorswill be avoided in the future.

Yours faithfully.

S.3.a. Reclamaţie cu privire la discrepanţă

Domnilor,

Referindu-ne la factura dv. nr. 4035 din 4 iulie a.c., suntem nevoiţi să vă atragematenţia asupra discrepantei care există între mărfurile livrate efectiv si cantitatea facturată.

La punctul nr. 3 din comanda noastră de export solicităm 50 x 6 fişiere cu douăsertare şi aceasta este cantitatea primită de facto. Cu toate acestea, în factura dv. ne-aţi încărcat pentru 60 x 6 fişiere cu două sertare.

Vă rugăm să cercetaţi problema şi să ne creditaţi pentru diferenţa de preţ în timputil.

Cu stimă.

L.3.a. Complaint about a discrepancy

Dear Sirs,

With reference to your invoice No. 4035 of July 4 th, we have to point out thatthere is a discrepancy between the goods actually dispatched and the amountinvoiced.

Item No. 3 of our indent called for 50 x 6 two-drawer filing cabinets and thisquantity was in fact received. In your invoice, however, you charged us for 60



x 6 two-drawer filing cabinets.

W/7/ you kindly look into the matter and let us have your credit for the differencein due course.

Yours faithfully,

S.3.b. Soluţionarea reclamaţiei 3.a.

Domnilor,

Vă mulţumim pentru scrisoarea dv. din 8 iulie, în care ne atrageţi atenţia în legăturăcu discrepanţa dintre cantitatea livrată şi cea facturată. Examinând cu atenţie registrelenoastre, am constatat că factura no. 4035 din 4 iulie a fost trecută din greşeală în contul dv., de aceea ataşăm acum o notă de credit în valoare de 50 dolari SUA, drept soluţionarea problemei.

Ne pare, într-adevăr, foarte rău că aţi avut această neplăcere şi aşteptăm să netransmiteţi noi comenzi.

Cu stimă,

L.3.b. Adjustment of complaint 3.a.

Dear Sirs,

Thank you for your letter of 8 July pointing out the discrepancy between thequantity we delivered to you and the amount invoiced. On examining our records carefully we have found that Invoice No. 4035 of July 4 was chargedto you by mistake and we enclosed our Credit Note to the amount of US $ 50to adjust the matter.

We are very sorry indeed for the inconvenience caused and look forward todoing further business with you.

Yours faithfully.

Exemplu de situaţie care reclamă trimiterea uneiSCRISORI DE REVENIRE

(Sample of Situation Requiring a REMINDER)

6.8.7.1. Discutarea situaţiei(Discussing this Situation)

Account Manager: - l see that Alfarom have not paid for the valued samples we sent themby air-freight on 13 August.

Sales Manager: - l was just going to ask you if l should send them a reminder.



Account Manager: - How long has their account been overdue?Sales Manager: - Oh, this is the fourth consecutive week they've been behind.

Account Manager: - l see... Well, if we'd stipulated irrevocable confirrned L/C, as for our usual business, this wouldn't have happened. Have you any idea why theyshould be behind their payment?

Sales Manager: - No, not really. As far as l know, they're doing quite well, in fact they areexpanding and updating their offices. What if there isn't any reaction to this

first request for payment? Shall we take legal action? Account Manager: - Oh, no. We'll wait for another week. then send them a second reminder.Only after that, if there is no reply. no explanation. shall we warn them thatwe'll have to appeal to Arbitration.

Sales Manager: - I see. The usual routine.

6.8.7.2. Scrisoare de revenire întocmită de firma exportatoare(The Reminder Drawn up by the Exporter)

Dear Sirs,

We wish to refer to our airfreight shipment of 10 valued samples Cat.No.MV 482, delivered on 13August, payment of which should have been effected by 30 days' draft.

Our bank advises us that no payment has been made yet.Please let us know if you have any query about the invoice, otherwise we wouid kindly ask you toarrange for immediate payment.

Yours faithfully,

6.8.7.3. Răspunsul firmei importatoare la scrisoarea de revenire(The Reply to the Above Reminder)

Dear Sirs,

First we wish to apologize for not having paid for the samples with value, invoiced with the No. 451.However, we are surprised that you did not receive our circular letter informing all our suppliers,

that we were moving our offices into a large office block in order to make room for our newwork-station. As all our accounting and record keeping is now computerized, it is also to your advantage, since we shall be able to offer you better and prompter service. We have checkedour postbook and found that a letter was sent to you on 15 August.

As you will see from the copy enclosed, we warned suppliers that during the move there might besome delay in clearing accounts and replying to correspondence.

You will be pleased to hear that we have now settled into our new offices and have instructed our bank, today, to transfer £721 .00 to your account in payment of your invoice.

Could you please note our new address, which is on the heading of this letter, for futurereference?

Yours faithfully,

Encl.1

Modele de SCRISORI DE REVENIRE şi soluţionarea lor (Samples of REMINDER Letters and Their Adjustment)



S.1 .a. O primă scrisoare de revenire către o firmă care a fost întotdeauna bună platnică

Domnilor,

Vă scriem pentru a vă întreba din ce motiv nu aţi achitat factura noastră nr. L434 învaloare de C871.88, din care ataşăm un exemplar.

Ştim că v-aţi achitat întotdeauna conturile la termen şi în mod regulat.

De aceea credem că poate s-au ivit nişte probleme pe care v-am putea ajuta să lerezolvaţi. Vă rugăm să ne comunicaţi dacă vă putem fi de vreun ajutor.

Cu stimă,

L. 1.a. A first reminder to a previously regular payer.

Dear Sirs,

We are writing to you to ask you why you have not settled our invoice No. L434for £871.88, a copy of which is enclosed.

We know that you have always cleared your accounts regularly on due dates.That is why we wondered if any problems hâd arisen which we might be ableto help you with. Please let us know if we can be of any assistance.

Yours faithfully,

S.1.b. Răspuns la scrisoarea 1. a.

Domnilor,

Ne-a surprins să primim scrisoarea dv. din 2 iulie, în care ne comunicaţi că nu aţiprimit plata pentru factura nr. L434.

Noi am dispus la banca noastră, Westmister Bank, Londra, să crediteze contul dv.de la Banca Română de Comerţ Exterior, Bucureşti, cu suma de £871.88 la data de 15 iuniea.c.

întrucât extrasul primit de la banca noastră dovedeşte că am fost debitaţi cu suma

respectivă în favoarea dv., am presupus că această sumă a fost trecută în contul dv. înacelaşi timp. Este posibil ca banca dumneavoastră să nu vă fi avizat până în prezent. Deaceea v-am ruga să verificaţi la banca dv. şi. dacă sunt probleme, să ne informaţi, pentrua putea face cercetări la banca noastră.

Cu stimă,

L.1.b. Replyto lefter

1. a.

Dear

Sirs,



We were surpnsed to receive your lefter of 2 July in which you weresaying you hâd not received payment for invoice No. L.434.

We instructed our Bank, Westminster Bank, London, to credit your account in the Romanian Bank forForeign J rade, Bucharest, with the£871.88on 15 June.

As our bank statement showed the money hâd been debited to our

account, we assumed that it hâd been credited to your account as we//. Itis possible that your bank hâd not advised you yet Could you, please,check this with your bank, and if there are any problems, lei us know, sothat we can make inquiries here?

Yours faithfully,

S.2.a. A doua scrisoare de revenire

Domnilor,

Aceasta este cea de a doua scrisoare pe care v-o trimitem referitoare lafactura noastră nr. 321 transmisă prin Banca Română de Comerţ Exterior împreună cu jocul complet de documente în cadrul acreditivului nr. 97245.

în răspunsul dv. la prima noastră scrisoare ne-aţi promis că banca dv. vaonora plata facturii la începutul lunii aprilie; cu toate acestea, până în prezent nu ne-a fost achitată remiterea.

întrucât între firmele noastre există relaţii comerciale*bine stabilite, nu amfăcut presiuni pentru plată. Totuşi de data aceasta trebuie să insistăm fie sădispuneţi de urgenţă băncii dv. să efectueze plata, fie să prezentaţi o explicaţie

plauzibilă cu privire la neexecutarea de către dv. a obligaţiilor de plată.

Cu stimă.

L.2.a. A second reminder secondreminder

Dear Sirs,

This is the second lefter we have sent you with regard to our InvoiceNo. 321 tender through the Romanian Bank for Foreign Trade together with the full set of documents under Credit No. 97245

In your reply to our first lefter you promised that your bank wouldhonour our invoice by early April, yet, we have not been advised of anyremittance.

As we traded with you for same îime, we have not pressed for payment. However, we must now insist that either you instruct your bank to effect immediate payment, or offer a reasonable explanationfor your failure to pay.

Yours faithfully,

S.2.b. Răspuns la scrisoarea 2.a.: se oferă o explicaţie

Domnilor,

Vă mulţumim pentru scrisoarea dv. din 10 aprilie. Ne pare foarte rău că nu am reuşitsă achităm factura Nr. 321 în cadrul acreditivului Nr. 97245, aşa cum promisesem înscrisoarea noastră din 28 martie, sperând că se va termina curând greva muncitorilor docheri care se desfăşura de 3 săptămâni.

Din nefericire, greva docherilor a continuat, ceea ce ne-a pus în imposibilitatea de aexpedia produsele şi, întrucât nici clienţii noştri nu şi-au putut îndeplini obligaţiile de plată fatăde noi până în prezent nu am avut cum să efectuăm propriile decontări faţă de furnizorii noştri.



De îndată ce ia sfârşit greva, ceea ce se poate întâmpla în orice moment, vominterveni de urgenţă la banca noastră să onoreze plata.

Sperăm că veţi înţelege situaţia şi ne mai puteţi acorda o păsuire până se rezolvăchestiunea.

Cu stimă,

L.2.b. Reply to lefter 2.a.: an explanation is offered

Dear Sirs,

Thank you for your lefter of W April. We very much regret we were unable toseftle your invoice No. 321 under Credit No. 97245 as we hâd promised in our lefter of 28 March hoping that the dock strike which nas been in operation for three weeks would go to an end very soon. Unfortunately, the dock strike hascontinued, making it impossible to ship our products and, as our customershave not been able to pay, we have been unable to clear our own suppliers' accounts yet.

Once the strike has been seftled, which should be any day now, we will instruct our bank to honour your invoice.

We know you will appreciate the situation and hope you can bear with us until the mafter is settled.

Yours faithfully,

S.3.a. A treia scrisoare de revenire

Domnilor,

ContNr. LXC 2221

V-am scris în două rânduri, pe 1 mai şi pe 22 mai, cu privire la contul sus-rubricat,care prezintă un sold debitor de £300.00, conform facturilor ale căror copii sunt anexate.

Am aşteptat timp de trei luni să primim fie o explicaţie cu privire la neachitareadatoriei, fie un virament în contul nostru de la Banca Română de Comerţ Exterior, dar nuam primit nici una nici alta.

Cu toate că nu ne face plăcere să recurgem la măsuri legale pentru a recuperarestanţa de plată, dv. nu ne lăsaţi nici o altă alternativă. De aceea vă mai acordăm un termende şapte zile, după care vom fi nevoiţi să apelăm la Arbitraj potrivit articolului 13 din contract.

Cu stimă,

Modele de scrisori în care se solicită informaţiiasupra situaţiei financiare a unor firme (Samplesof Status Inquiries)

S.l.a.



Domnilor.

Suntem îndatoraţi pentru numele şi adresa dv. d-lor Smith & Co. din oraşul dv.. carene-au dat permisiunea să ne adresăm dv. pentru referinţe.

Dorim să le furnizăm mărfuri pe bază de credit pe 30 de zile şi aşteptăm să primimcomenzi de cel puţin 7.000 lire pe lună.

Ne permitem să vă întrebăm dacă după opinia dv. firma Smith & Co. este de încredere

în toate privinţele.Vă mulţumim anticipat pentru răspunsul dv., pe care, e de la sine înţeles, îl vom tratacu cea mai mare discreţie.

Cu stimă.

L1.a.

Dear Sirs,

We owe your name and address to Messrs. Smith & Co. ofyour city, who havegiven us permission to apply to you for a reference.

We would supply them goods on 30 days' credit and expect orders of at least

£ 7,000 per month.We take the liberty of asking you whether in your opinion Messrs. Smith & Co.are reliable in every way.

Thankmg you in advance for your reply which, needless to say, we shall treat with the utmost discretion.

We are, dear

Sirs. Yours very

truly.

S.2.a.

Domnilor.

Firma Brown & Co. din oraşul dv., care ne-au plasat o primă comandă de cea 5.000lire. ne-au îndrumat spre dv. pentru informaţii privind creditul lor.

V-am fi foarte îndatoraţi dacă ne-aţi informa dacă această sumă poate fi consideratăun risc rezonabil.

Am aprecia orice alte informaţii pe care sunteţi dispuşi să ni le furnizaţi privindreputaţia comercială a acestei firme şi maniera lor de a efectua tranzacţii.

Vă mulţumim pentru răspunsul dv. şi vă asigurăm că orice informaţie ne veţi da va fitratată ca strict confidenţială. Rămânem ai dv.

Cu stimă,

L.2.a.

Gentlemen:

Messrs. Brown & Co. of your city, who have passed us a first order for about £5,000 have referred us to you for Information regarding iheir credit standing.

We should be extremely grateful if you would kindly let us know whether you



consider this amount a fair risk.

Any other information which, you are good enough to impart, regarding their business reputation and their manner of dealing, would be very much ap-

preciated.

Thanking you f or your reply and assuring you thaî any information you may giveus will be treated in strict confidence, we are, Gentlemen,

Yours faithfully,

S.3.a.

Stimate domn,

Am primit o comandă mare de la... întrucât nu am mai avut relaţii cu această firmă până acum, v-am fi recunoscători

dacă aţi dori să ne comunicaţi câteva detalii despre dânşii. Ne interesează în special săprimim informaţii despre solvabilitatea lor şi dacă prezintă încredere, deoarece ne-ausolicitat un credit de 10.000 lire.

Ne va face plăcere să vă facem un serviciu similar oricând doriţi.Anexăm un plic timbrat cu adresa noastră pentru răspunsul dv.,

Cu stimă,

L.3.a.

Dear Sirs,

We have received a very large order f rom..

As we have not done business witn this f ir m until now, we should be grateful ii you would send us sorne details about them. We are particularly interested in receiving information about their solvency and their reliability, as they have requested acredit of £10,000.

We shall be pleased to render you a similar service al any time.

We enclose a stamped addressed envelope for your reply.

Yours faithfully,

oan

. Modele de scrisori reprezentând răspunsuri la cereri deinformaţii (Samples of Replies to StatusInquiries)

Domnilor,

Ca răspuns la cererea dv. de ofertă din 3 mai privind firma în cauză,următoarele informaţii vă sunt date strict confidenţial şi doar pentru uzul dv.



particular, şi fără responsabilitate din partea acestei bănci.Exportatori cu o veche şi înaltă poziţie, foarte respectabili şi consideraţi a fi

buni pentru angajamentele asumate.

Cu stimă,

U.b.

Dear Sirs,

In reply to your inquiry oi ihe 3rd May regarding the Urm Inquestion, the following Information is given in confidence for your private use only, and without responsibility on the pan of this Bank.Exporters of very high and old standing highly respectable and

considered good for 3 their engagements.

Yours truly,

S.2.b.

Domnilor,

în conformitate cu cererea dv. din 5 mai, putem spune doar că de un anam încetat să avem tranzacţii cu firma menţionată, întrucât nu considerăm căsituaţia lor financiară e bună.

Vă rugăm să consideraţi aceste informaţii ca fiind cu totul confidenţiale şi fărăvreo obligaţie.

Cu stimă,

L.2.b.

Gentlemen:

In compliance with your request of the May 5th, we can only say that wehave ceased for over a year to do business with the firm mentioned aswe do not consider their finance to be in a healthy condition.

Please treat this Information as entirely confidenţial and without any

obligation. Yours truly,

Concatenare EnglezaT

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