8.3 Complaining & apologizing

 Exercise B: Complete each sentence. Then decide what to write in your reply to each as if it was your fault in each case.

     1.       - …we are concerned that the order we placed by letter on 8 June may have got lost in the post. Could you please inform us if you got the order?

REPLY:

We inform you that we did, but we are very sorry because we lost it. It was misplaced. Please accept our apologies once again. We are really sorry.

     2.       - …the order has not yet arrived at our warehouse, even though we received advice of shipping from you ten days ago. Would you explain us what happened with our items?

REPLY:

We are very sorry to hear this, but we actually put your order on the ship 10 days ago, we don’t really know what happened to your items, but we will investigate with the boat company and we will let you know as soon as possible.

Please accept our apologies.

     3.       …according to your scale of charges the price of a single room with bath is $55 including tax. However, on checking my account later I discovered that was charged $69.50 per night. Will you please charge me the right amount quantity?

REPLY:

We are very sorry about the mistake but, there has been a problem with the system and we didn´t realize.

Please accept our apologies for this and we will let you know the right quantity plus a discount. Once again we are sorry.

     4.       …our order was for 80 boxes containing 144 items each. Each box we have opened so far contains only 100 items. Will you please tell us what happened with the 44 missing items?

REPLY:

We are sorry about that. We sent you the wrong order. As soon as possible we will send you the missing items. Sorry again.

Exercise C: Now imagine that the four problems in B are being discussed on the phone.

      1.       Riiing… Ring….

Zenith International: Good morning, thank you for calling to Zenith International, this is Danya talking, what can I do for you?

Unilex: Hi Danya, good morning. This is Peter Peterson from Unilex, we are concerned that the order we placed by letter on 8 June may have got lost in the post. Could you please inform us if you got the order?

Zenith International: I’m pleased to inform you that we did, but we are very sorry because we lost it. It was misplaced. Please accept our apologies.

Unilex: I see… Ok, I will send the order again, but this time by e-mail.

Zenith International: Ok. And once again, we’re sorry.

      2.       Riing… Riiing…

Zenith International: Good morning, thank you for calling to Zenith International, this is Danya talking, what can I do for you?

Multilex: Good morning. I’m calling from Multilex. I’m sorry to bother you but the order has not yet arrived at our warehouse, even though we received advice of shipping from you ten days ago. Would you explain us what happened with our items?

Zenith International: Oh, I’m sorry to hear that but we actually put your order on the ship 10 days ago, we don’t really know what happened to your items, but we will investigate with the boat company and we will let you know as soon as possible. Please accept our apologies.

Multilex: That’s all right.

      3.       Riing… Riiing…

DeLuxe Hotel: Good morning, thank you for calling to DeLuxe Hotel, this is Danya talking, what can I do for you?

Customer: Good morning. It may have slipped your mind but according to your scale of charges the price of a single room with bath is $55 including tax. However, on checking my account later I discovered that was charged $69.50 per night. Will you please charge me the right amount quantity?

Deluxe Hotel: Can you tell me your name Please?

Customer: Sure, I’m Kate Wilson.

Deluxe Hotel: That´s right, we are very sorry about the mistake Ms. Wilson but, there has been a problem with the system and we didn´t realize. Please accept our apologies for this and we will let you know the right quantity plus a discount. Once again we are sorry.

Customer: That’s all right. Thank You.

      4.       Riiing…. Riiing…

Zenith International: Good morning, thank you for calling to Zenith International, this is Danya talking, what can I do for you?

Uniplex: Hi good morning. I’m calling from Uniplex. I’m sorry to bother you but our order was for 80 boxes containing 144 items each. Each box we have opened so far contains only 100 items. Will you please tell us what happened with the 44 missing items?

Zenith International: We are very sorry about that. We sent you the wrong order. As soon as possible we will send you the missing items. Sorry again.

Uniplex: It’s perfectly all right.