PULSE BASICS UNIT 5

READING

1 Read the formal letter of complaint. What was the problem with the tablet that Maggie bought?

_____________________________________________________________

74 Park Drive

York

YO2 4PL

14th March

The Manager

Top Computers

35 Raikes Lane

London SW2 7RR

Dear Sir or Madam,

I ordered a new tablet computer (a DELL Venue 8 Pro at £215) from your

website on 5th February. My order was placed at 18:30 and I received a

confirmation email. The money was taken from my account the next day.

Unfortunately, when the tablet arrived it had been damaged. I sent it back

immediately, but I still haven’t received a replacement.

I would appreciate it if you could send a replacement or refund my money

within one week. I have never had any problems using your website before and

am disappointed this hasn’t been resolved sooner.

I look forward to your reply and a quick resolution

to this problem.

Yours faithfully,

Maggie Hall

Pulse TRF4 © Macmillan Publishers Limited 2015

2 Read the letter in exercise 1 again and underline the correct answer.

1 a) Maggie bought a tablet in a shop.b) Maggie bought a tablet online.

2 a) She didn’t receive the tablet.b) She received the tablet but it was damaged.

3 a) She sent the tablet back.b) She hasn’t sent the tablet back yet.

4 a) She wants her money back.b) She wants her money back or a new tablet.

5 a) She has had similar problems with the website before.b) This is the first time she has had problems with the website.

WRITING

3 Read the notes and use them to complete the formal letter of complaint.

bought mobile phone on 15th December

first bill: £75

money taken from account yesterday

offer: 120 minutes free calls / free text messaging

haven’t made or received any calls

never had problems with the shop before

want a refund in the next seven days

Pulse TRF4 © Macmillan Publishers Limited 2015

16 Grace Park Avenue

Durham

DRM 6OM

9th January

The Manager

YouPhone

69 Blue Road

London SW3 8SS

Dear Sir or Madam,

I purchased a new (1) ______________ from your shop on

(2) ______________. I’ve just received my first bill for an amount

of (3) ______________ .

The money (4) ______________ from my account yesterday.

When I bought the phone, I signed a contract for (5) ______________ of

free calls and all instant messages totally (6) ______________ of charge.

I have sent a few messages but I still haven’t made or received any phone

(7) ______________.

I have (8) ______________ had any problems with your shop before and am

disappointed that this mistake has been made. I

would appreciate it if you could send a

(9) ______________ within the next

(10) ______________.

I look forward to your reply and a quick resolution

to this problem.

Yours faithfully,

Tom Allen

Pulse TRF4 © Macmillan Publishers Limited 2015