Dear Sirs,
Thank you for your letter of 26 January.
We are very sorry to hear about the difficulties you
are having with your new 4CP60 printing press.
When our engineers installed the machine last month,
they satisfied themselves that it was functioning perfectly. They did,
however, have some reservations about the ability of your operatives to carry
out routine preventive maintenance.
We believe it is essential that one of our engineers
come to your factory for a period of two weeks for the purpose of:
1. putting the
press into perfect working order;
2. training at
least two of your operatives in routine preventive maintenance.
We hope you will agree to our proposal. There will be
no charge since the press is still under guarantee.
We apologize for any inconvenience you have had.
Yours faithfully
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Useful phrases
Line 2
We are very sorry to
hear about the difficulties you are having with your…
Line 5
They did have some
reservations about the ability of your operatives to carry out routine
preventive maintenance.
Line 7
We believe it is
essential that one of our . . . come to your factory for a period of ... for
the purpose of...
Line 13
We apologize for any
inconvenience you have had.
Notes
Para. 1
Identify the
reference.
Para. 2
Mention the complaint.
Para. 3
Give your opinion on
the cause of the problem.
Para. 4
Suggest practical
steps to remedy the problem.
Para. 5
Offer the serivce
sincerely.
Para. 6
Apologize for the
inconvenience.
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Comments
The machine involved is very expensive. It is still
under guarantee, so the supplier is willing to get involved in the recurring
expense of future visits by engineers. A practical solution in the form of
training for the local operatives is offered.
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Alternative phrases
Line 2 I regret to learn of. . .
Line 4 …they were satisfied that it was working
properly.
Line 5 They were not, however, confident about...
Line 6 ...to perform
routine maintenance.
Line 7 We would like to suggest that. . .
Line 11 ... because the press is still . . .
Line 13 We offer our apologies for . . .
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