Listen to three speakers talking about the problems they had when they bought a certain product. Match their problems with the correct sentence.
Moći ću...
X
- Učenik piše email od otprilike sto riječi (80 do 130 riječi) u kojem se žali na kupljenu robu navodeći razlog zbog kojeg piše, što je kupio i kada. Objašnjava problem i navodi što očekuje od prodavaonice ili tvrtke kojoj je uputio prigovor.
1 Shopping gone wrong
Speaker 1
You will never believe what happened to me last month! I had ordered a really expensive stereo system for my home cinema online, with three-day delivery. I usually never look out of the window when a van stops in front of my house, but I am very happy that I looked out that day or I wouldn't have seen the delivery guy just throwing boxes out of the van! I couldn't believe my eyes! I could hear the things inside the boxes smash! I refused to sign for the delivery, called the delivery company and yelled at them for 10 minutes, I was so upset. They apologized, returned the stereo system to the shop and delivered a new one the following day. If they hadn't done that, I would have called the local TV station, for sure!
Speaker 2
I am usually very careful when it comes to expiration dates on food, especially meat and dairy products, but that Sunday I was in a hurry because I was expecting my future in-laws to come to lunch and had to cook a fancy lunch for 10 people. So, I quickly threw everything I needed into my shopping trolley and rushed home to start cooking. I was shocked when I took out the lamb I bought because not only did it smell terrible, it looked terrible, as well. I had to return to the supermarket because I couldn't prepare lunch without any meat. They were very apologetic, gave me a refund and fresh lamb, so everything turned out fine in the end. My future mother-in-law had only praise for the entire lunch and I was very content.
Speaker 3
It took me eight long months to save money for my new laptop and I was very excited when I finally ordered it from my local shop. Since I was preparing for my final exams, I ordered the product online and didn't expect any problems with the delivery. Little did I know! Although they should have delivered the laptop the next day, I had to wait for two weeks, even though the shop was only a couple of miles from my house. When I called the shop, they said that they had to order the laptop from their London office because they didn't have any in stock here in Manchester. The last one had been sold on the day when I ordered the laptop. I will never order anything online again. I will definitely go to the shop myself and save myself the headache.
2 Reading
Read the email below and answer the following questions.
Mick
Software shop
Complaint
I simply can't believe that you've sent me another keyboard that doesn't work!
I am so angry that I could throw it out in the street!
When I called about the first one that didn't work, the person from your customer service was very unhelpful and rude, he accused me of breaking the keyboard! I don't think that he should be working with people because of his attitude and manner, or lack of them. You should make him do a course in dealing with customers.
In the end, he told me to write an email of complaint to the head office and although I didn't want to do it, I did it and they sent me a new keyboard. But guess what - it came in a torn box and it doesn't work! Imagine my shock and disbelief when I opened the package! Now I simply want my money back - I will, for sure, never buy anything from you again!
Mick
I am so angry that I could throw it out in the street!
When I called about the first one that didn't work, the person from your customer service was very unhelpful and rude, he accused me of breaking the keyboard! I don't think that he should be working with people because of his attitude and manner, or lack of them. You should make him do a course in dealing with customers.
In the end, he told me to write an email of complaint to the head office and although I didn't want to do it, I did it and they sent me a new keyboard. But guess what - it came in a torn box and it doesn't work! Imagine my shock and disbelief when I opened the package! Now I simply want my money back - I will, for sure, never buy anything from you again!
Mick
3 Writing Focus
Read the text from the unsatisfied customer from exercise 2 one more time.
I simply can't believe that you've sent me another keyboard that doesn't work!
I am so angry that I could throw it out in the street!
When I called about the first one that didn't work, the person from your customer service was very unhelpful and rude, he accused me of breaking the keyboard! I don't think that he should be working with people because of his attitude and manner, or lack of them. You should make him do a course in dealing with customers.
In the end, he told me to write an email of complaint to the head office and although I didn't want to do it, I did it and they sent me a new keyboard. But guess what - it came in a torn box and it doesn't work! Imagine my shock and disbelief when I opened the package! Now I simply want my money back - I will, for sure, never buy anything from you again!
Mick
I am so angry that I could throw it out in the street!
When I called about the first one that didn't work, the person from your customer service was very unhelpful and rude, he accused me of breaking the keyboard! I don't think that he should be working with people because of his attitude and manner, or lack of them. You should make him do a course in dealing with customers.
In the end, he told me to write an email of complaint to the head office and although I didn't want to do it, I did it and they sent me a new keyboard. But guess what - it came in a torn box and it doesn't work! Imagine my shock and disbelief when I opened the package! Now I simply want my money back - I will, for sure, never buy anything from you again!
Mick
Watch the video to learn a few tips on how to express your complaints in a more polite way.
When writing a complaint via email, always open the email with a polite greeting. Use “Yours faithfully” for closing the email when you do not know to whom you are writing and “Yours sincerely” when you do know to whom you are writing.
If you begin the email with “Dear Sir/Madam”, end it with “Yours faithfully”, and if it is addressed to, for example, Ms Jones, end it with “Yours sincerely”. Always state the reason for writing the email, for instance, “I am writing to complain about...”, or “I would like to address the issue of a damaged product...”. Then explain what you have bought, when and where you have bought it, and explain the problem with the product in detail.
You should also state what you expect from the person you are writing to. Is it a refund or a new product or something else? Always remember to use polite language and to avoid informal language and contractions because it is not a personal email but a formal one.
After watching the video tick the box next to the tips in the writing focus that the email from exercise 2 does not follow.
4 An email of complaint
Read another email of complaint and put the missing phrases/sentences into the right place.
5 Language to use
Complete the text with the phrases from the box.
Dear Sir or
,
I am writing to
about my new headphones.
I am
but I have a complaint to make.
I am very
with your service and these headphones.
I would be
if you could replace them.
If not,
you please
my money?
faithfully.
6 Be polite!
Choose the best solution to make the sentences polite.
7 Complete the sentences
Put the following words into the missing places in the sentences.
I have already called you twice but I haven't got any answers. That is why I am
a formal complaint.
I am very
with your customer service.
Yours
, Illona Sikowitz.
I ordered the laptop on April 17th, and it still has not
, although you have promised to deliver it by the end of May.
If I don't receive the product by next week, I expect a full
.
I am writing to
about the stereo system I bought at your local shop last month.
8 Writing
You have recently bought a very expensive TV which doesn't work. Here are some notes for the written complaint. Use them to write a customer complaint email. Use the following phrases: refund, disappointed, Yours, Madam, complain, grateful, unfortunately, sorry, could.
WRITING TASK:
Write your email in 100 to 130 words and include the reason for writing, write about the product and date of purchase, explain the problem by giving details, say what you expect the company to do. Check your spelling after you have finished the task.