【正文】 Right. I39。s my fault. I39。ve found them here. I39。s about the order for your new packaging. I think you may have forgotten to send us the color negatives.
Miss Castle: I sent the plete set of negatives by airmail on the 14th, I remember packing them up myself. They should have arrived by now.
Mr. Wong: Yes, well we did get a package from you on the 18th, but the problem is that the colour negatives were missing.
Miss Castle: Are you sure?
Mr. Wong: Yes, we only got the black and white ones.
Miss Castle:...Oh dear I39。m very sorry that this happened.
Miss Zimmermann: That39。s certainly our fault. Wh...what would you like us to do about it Miss Zimmermann: Well, we can keep the goods and...and use them for another order of ours, if you will charge us 20% less for the load and ship us a load of Class Al right away.
Mr. Joiner: That sounds fair enough. Let me just check the stock position. Yes, we can ship tomorrow morning, if that39。m afraid there has been a slipup in our shipping department. I39。t appear to be Class A1, which is what we ordered.
Mr. Joiner: Oh dear, I39。s all right.
3. Mr. Joiner: Good morning. Carpenter and Sons, can I help you?
Miss Zimmermann: Hello, this is Heidi Zimmermann of Schreiner International.
Mr. Joiner: Hello, Miss Zimmermann. This is Ted Joiner. What can I do for you?
Miss Zimmermann: Well, I think there may have been some...a misunderstanding about our last order.
Mr. Joiner: Oh dear, what seems to be the problem?
Miss Zimmermann: We39。t you?
Mrs. West: Yeah, yeah, all right. I39。d be best to send the order by telex, don39。s still just time.
Mrs. West: Well, I39。t realize the eastern region had ...had to be done too.
Mr. South: Oh, it really doesn39。s right, yes, I did send in the order. Er... on Friday afternoon.
Mr. South: Well, the…the thing is, did. Did you realize there were two separate orders: one...one for northern region and another for eastern region?
Mrs. West: Oh dear! Jeez, I39。m sorry to bother you, Mrs. West.
Mrs. West: Yes, Mr. South?
Mr. South: Er.. it may have slipped your mind, but you told me last week that. that you39。s all right, thanks anyway. Bye.
Assistant: Bye.
2. South: I39。d prefer a refund.
Assistant: of course. That39。ll just call our other branch to see if they have any.
Customer: Oh, no.. er. don39。m very sorry but we haven39。m very sorry...er... I39。ll see: it39。ll be loading tomorrow afternoon, so could you contact me first thing tomorrow, please?
Complaining and apologizing A You will hear four phone calls so conversations.
1. Customer: Er...good morning. Er... I bought this box of puter paper last week but it39。s quantities. If you want to make any changes, you39。m a bit surprised by this but... er...I39。ve been expecting your order this month and it hasn39。d like a refund for this charge, too.
We all make mistakessometimes! B You39。t replace our entire stock of 85 gram just to make it work in one machine. Now I39。s happened again. The feed roller mechanism has jammed again. I called the service engineer, but he says we39。ll be withholding payment on the entire consignment until you arrange to have the faulty items collected and replaced.
7. Look, the blessed thing has broken down again. And yes, we have switched it off so that it can cool down. Yes, I suppose it is a quite warm day, but this machine is supposed to be capable of operating 24 hours a day. No, I want you to get someone out here today to look at it and put things right. Assuming it39。ve obviously been left out in the rain in transit and your inner packaging was... was inadequate. Anyway, I39。ll send the faulty ones back to you. Is that agreeable? Oh, and if in the meantime we discover any more with the same fault, we39。re in perfect condition, so what we want you to do is to include an extra 15 in next month39。t affect the operation of the units but obviously we can39。m terribly sorry about this. Will you still be in the office later in the afternoon say about quarter to five? I know this is very late, but I won39。s been a problem with air traffic control and my flight has been retimed to quarter to This means that it won39。t think I39。s been a terrible holdup on the motorway. I39。m terribly sorry, but I thought I39。d let us have three sets of documentation, but we only seem to have been sent one. Could you do something about this right away, please?
2. We asked you to send us all the necessary documentation, but we39。New International Business English
Unit 8 Dealing with problems
seems to be the problem? B You39。ll hear eight short phone calls. Match the NUMBER of each call to one of these sentences in your book.
The first two examples
1. The agreement was that you39。ve been invoiced for three sets. As far as I can tell we only need one set, and there should be no charge for this, according to your letter.
3. Hello. Listen I39。d be able to make it in good time for our meeting this afternoon. The trouble is that there39。ve been sitting in a queue for two hours, so I don39。ll be able to get to you till quarter to two. Will you still be available then?
4. Sorry about this, but, there39。t arrive in time for our lunch appointment. I39。t be able to make it till then.
5. The thing is that there are some scratches on the front panel of 15 of the consignment. Now I realize this won39。t sell them to our customers unless they39。s order and we39。ll let you Know and perhaps we can have our money back on tho