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客人索赔郁闷兮到底错归谁怎么与客人纠缠呢

Danilelle：客人索赔-郁闷兮-到底错归谁，怎么与客人纠缠呢
我有一个英国客户，去年广交会上认识的，年底开始下单，同一个款式（有2个样品，分别为S1和S2）目前下了4个订单，现在分别叫A，B，C，D订单。
A（S1）订单一切顺了~
B订单今年大货5月份出货了。中间出了一个小插曲。
接到订单，我们是按照S1的样品大货生产的。大概四月份，我们提出不能准时出货，请客人推迟货期并修改信用证。客人要求我们在鞋子上做一点修改，改成S2样品，这样他可以去跟他的买家说延期的问题。然后我回复大货能不能做修改，要看改过来的这个材料什么时候能到。经过与材料商的沟通，面料到不了。于是我回复客人说不好意思，材料不能按照我们要求的入库，所以我们调整了生产计划，准时出货。
接下来就是B(S1)生产..出货..海运..然后到了客人手里。
C&D订单，大货到针车时，一直按照S1的样品生产的，后来我突然意识到客人需要的是S2样品的大货，所以跟客人确认，客人说要S2，于是我们返工，C，D订单全部改成了S2样品。
这个月初，B（S1）订单到了客人那里，客人验货了，说为什么我们没有把材料改过来，我当时都被客人的邮件给闹懵了。以为我自己记错了，然后邮件翻出来仔细看了看，发现我们并没有答应客人做修改。
几经沟通，客人死活要我们负责B(S2)，要我们打20%折扣。这叫我情何以堪呢？
还没赚到金子就被客人索赔了。
各位前辈高手请指点迷津啊~
附上与客人的邮件内容如下。
2013年04月20日 12:29 (星期六)
Hi Customer,
We were informed by the supplier that the mtrl can not be ready as we required .Then our supervisor team held an emergency meeting to adjust the production plan.The result is that bulk goods could be ready on 21st May and shipped on 25th.It's within your allowed shipment date.
Thankyou.
--
Best Regards.
D****
At 2013-04-19 20:24:33,"Customerwrote:
- 隐藏引用文字 -
NOTED THANKS I AWAIT YOUR REPLY.
THANKSCUSTOMER

From: D****
Sent: 19 April 2013 13:23
To: Customer
Cc:
Subject: Re:Re: RE: Re:RE: Re:RE:
Hi Customer,

I conveyed your thought to our manager,he says whether we can make this change or not depends on when the new mtrl can be received. So I shall reply you as soon as we check with our supplier tomorrow morning.
Thank you very much.

--
Best Regards.
D****

At 2013-04-19 19:37:42,"Customerwrote:
Yes

From: D****
Sent: Friday, April 19, 2013 12:36 PM GMT Standard Time
To: Customer
Cc:
Subject: Re:RE: Re:RE: Re:RE: schedule for order***

Hi Customer,

Do you mean we should amend the bulk order of **** as the new sample we sent to you?

--
Best Regards.
D****

At 2013-04-19 19:26:56,"Customerwrote:
HI D****,
THIS WOULD GIVE ME A PROBLEM AS I HAVE TO DELIVER TO SOME OF MY BUYERS ON 1ST JULY. IF THE VESSEL ARRIVES 2ND/3RD I WILL BE AT LEAST ONE WEEK LATE. ANYWAY I HAVE A THOUGHT YOU SENT ME THE NEW SAMPLE OF SHOE *** IN BLACK COLOUR WITH AMENDED TOE AND HEAL FABRIC. CAN YOU CHANGE THESE BULK ORDERS THAT YOU ARE LATE ON OVER TO THIS NEW OPTION AS IT LOOKS BETTER THAN THE ORIGINALS ORDERED. I THEN HAVE A REASON TO TELL MY BUYERS WHY WE ARE LATE WITH DELIVERY I WILL TELL THEM ITS DUE TO SOME SMALL AMENDMENTS WE HAVE MADE. I HOPE YOU UNDERSTAND WHAT I AM ASKING. THIS THEN HELPS BOTH OF US.
THANKS CUSTOMER

From: D****
Sent: 19 April 2013 12:02
To: Customer
Cc:
Subject: Re:RE: Re:RE: schedule for order ****

Hi Customer,

Sorry. I have not the vessel detail now.But I think the ETA could be 2nd or 3rd July according to the last two vessels for *****.Also I shall check with ****once they are on work the coming Monday,then pass the detail to you.
I am sorry again for the delay.

--
Best Regards.
D****

At 2013-04-19 18:45:14,"Customer wrote:
HAVE YOU AN ETA DATE IN THE UK AND VESSEL DETAILS FOR THESE ORDERS. I HAVE DELIVERY DATES TO MEET WITH MY CUSTOMERS SO I NEED THIS INFORMATION.
CUSTOMER

From: D****
Sent: 19 April 2013 11:36
To: Customer
Cc:
Subject: Re:RE: schedule for order*****

HiCustomer,

I sincerely apologize for the delay making you unhappy.
But I regret to say the bulk goods will only be ready on 25th May.That's to say,the shipment date is 1st Jun.
Could you kindly please confirm it?
Best Regards.
D****

At 2013-04-19 18:19:37,"Customer"wrote:
HI D****,
I AM NOT HAPPY WITH THE DELAY, ARE YOU SAYING YOU CAN GET THEM ON A VESSEL FOR THE 25TH OR THAT YOU WILL HAVE THEM READY ON THE 25TH THEN FURTHER DELAY TILL WE CAN GET THEM ON A VESSEL.
CUSTOMER

From: D****
Sent: 19 April 2013 11:09
To:
Cc: Customer
Subject: schedule for order****

Hi ***

Hope you are well.

I enclose the production schedule for your reference.The three orders won't be finished until 25th May.This is conflict with the date required on L/C.What is your opinion on the schedule?

--
Best Regards.
D****