A LETTER OF COMPLAINT
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1 A LETTER OF COMPLAINT
2 A letter of complaint Opening Reasons for writing Giving details of the problem Saying what you expect Showing that you expect a reply Closing
3 Useful phrases Opening Dear Sir or Madam Dear Ms/Mr Smith Closing Yours faithfully Yours sincerely
4 Reasons for writing I am writing to complain about I am writing because I would like to make a complaint. I must express my dissatisfaction with I have already talked/written to about it but nothing has changed/happened. There has been no reply to my previous letter/enquiry.
5 Giving details of the problem I bought/purchased this last week in your shop in Firstly, the does not work properly. Secondly, there is a problem with It suddenly stopped working. The screen went blank. The mechanism stopped moving. The... was missing.
6 Saying what you expect Could you send me a replacement as soon as possible? I think you should send me a refund. I hope/ believe this failure entitles me to a compensation. In this situation I am afraid I must ask for According to the trouble I suffered / experienced I hope I can expect
7 Showing that you expect a reply I look forward to hearing from you. I hope to hear from you soon.
8 Customer service Electro World 61 Lonsdale Street London SW3 2JM Dear Ms Smith, 12 Green Road London SW July 2012 I am writing to complain about Thomson television that I bought from Electro World on 11 July. There are two problems with the television. Firstly, the remote control does not work properly, sometimes it is impossible to change the channel. Secondly, when you switch the television on, the picture is not clear. I took the television to the store, but the manager told me I had to contact you directly. I look forward to hearing from you. Yours sincerely, Elisabeth Becker
9 Match the sentences. 1. I am writing to 2. I am returning 3. I look forward 4. Could you send me 5. I would be grateful if 6. I am enclosing the CD player a. you could repair the CD player. b. make a complaint about a CD player. c. and a receipt. d. to hearing from you. e. the CD player to you. f. a replacement as soon as possible?
10 Fill in the right prepositions I am writing.. complain about Thomson television that I bought.. Electro World.. 11 July. There are two problems.. the television. Firstly, the remote control does not work properly, sometimes it is impossible.. change the channel. Secondly, when you switch the television.., the picture is not clear. I took the television.. the store, but the manager told me I had to contact you. I look forward.. hearing.. you.
11 Solutions I am writing to complain about Thomson television that I bought from Electro World on 11 July. There are two problems with the television. Firstly, the remote control does not work properly, sometimes it is impossible to change the channel. Secondly, when you switch the television on, the picture is not clear. I took the television to the store, but the manager told me I had to contact you. I look forward to hearing from you.
12 You bought a new mobile phone from a website. You are not happy with it. Write a letter of complaint. Briefly give details about the mobile phone and when you bought it. Complain that you had to wait a long time for it to be delivered. Give two reasons why you are unhappy with the product. Say what you expect in response to your letter.
13 Dealing with complaints We are sorry we have not yet been able to deliver your order no This is due to Delivery will take place as soon as possible. We apologize for the delay, but We will be able to deliver in three weeks time. The delay is due to customs complications. We are doing everything in our power to make sure this consignment arrives as soon as possible. Please accept our apologies for this delay and the trouble it has caused you.
14 Useful phrases to be concerned - mít starost, být znepokojen the consignment - zakázka, dodávka the delay - zpoždění to cause způsobit to apologize - omluvit se the liability záruka, zodpovědnost on arrival - při obdržení, příjezdu to dispatch - odeslat, odbavit, vyřídit immediately - okamžitě
15 Fill in missing words. We were 1).. to learn from your letter of 5th June that the 2).. of porcelain plates was damaged 3). We 4).. for the trouble it has 5).. you, but it is beyond our control and we can not assume any 6)... We have arranged for a replacement to be 7).. immediately. We apologize for the 8).. but our warehouse was recently damaged by fire.
16 Solutions We were 1) concerned to learn from your letter of 5th June that the 2) consignment of porcelain plates was damaged 3) on arrival. We 4) apologize for the trouble it has 5) caused you, but it is beyond our control and we can not assume any 6) liability. We have arranged for a replacement to be 7) dispatched immediately. We apologize for the 8) delay but our warehouse was recently damaged by fire.
17 Použitý obrazový materiál: Všechny uveřejněné odkazy Dostupné pod licencí Public Domain na a
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