Viren Lee UUme r rs) gS Express Publishing68 Not up to hy 1 Read the rubric and underline the key words, then answer the questions. You recently flew from London to New York, and you were very disappointed with the airline company. Look at the company's advertisement, together with your notes, then write a letter complaining about the flight and asking for your money back. (20-180 words) Who is going to read the letter? ‘A anemployee!manager of TMN Airlines B an airport official Do you know his/her name? How would you begin and end the letter? ‘A Dear Manager > Yours sincerely + your full name B Dear Sir/Madam > Yours faithfully + your full name What style will you use? A polite, formal B aggressive, semi-formal What points will you include in your letter? Tick (7) vv» fight number & date of fight . thanks for the services your complaints & examples personal details about yourself request for a refund Introduction Main Body Conclusion i [7 Povalions 2 Read the letter and label the poragraphs with these headings. * complaints and examples * action to be taken * reason for writing 36 Briarfield Road Carletown Yorkshire: YO12 6X2 16th February, 20... Customer Service Department ‘TMN Airlines 62 West Ciiff Drive London Nwe 8TU Dear Sir/Madam, | am writing to complain about the poor service | received when | travelled with your airline on 30th January. | flew from London to New York on flight ‘TMN108 and | was completely dissatisfied. Para 1 Firstly, the on-board service was very slow and ] careless. When | asked for a glass of water it ook | the flight attendant half an hour to bring one, and the glass which she brought was dirty. What is more, the flight attendants were all very rude. One spilt a coffee on me and didn't apologise or help to clean it up. They were the complete opposite of the “helpful and friendly” staff you describe in your advertisement. Furthermore, the food was awtul. It was cold and tasted horrible. Again, this was quite unlike the “delicious in-fght meal” you advertised. Jam very disappointed indeed. | would like a full refund for the cost of my flight as well as an apology for the appalling service. | hope to hear from you regarding this matter as soon as possible, Yours faithfully, Ken Hampton Ken Hampton Paras 2-4 Para 53 a) Read the letter again ond answer the questions. 1 How many addresses has the letter got? 2. Whose address is in the top right comer? 3. What topic sentences are included in the main body? 4. What points are included in each paragraph? b] Make notes under the headings below, then Use your notes to talk about the complaints. ‘complaint ‘example service slow and careless. | waited half an hour for a glass of water, then glass was dirty 4 Look at the following beginnings and underline the adjectives that express the writer's feelings. Then, write the adjectives in the correct boxes below. 1. Lam writing to tell you how disappointed | am with the calculator that | bought from your shop last week 2 | am writing to let you know that | was shocked by your company’s recent advertising campaign. 31am writing to inform you that | am extremely dissatisfied with a product | bought from your store. 4 11am writing to inform you of how disgusted I am with the service at your restaurant. 5 lam writing to say that | was appalled by the standard of your facilities, 6 | am writing to tell you how upset I was at the behaviour of the manager of your Brompton store when | went there last Saturday, 5th January. Hot up to My Expectations 5 Read the rubric below, then write @ beginning in an appropriate style. Use expressions from Ex. 4, You recently bought a personal stereo, but have discovered that it does not work. Write a letter of complaint to the manager of the store that you ought it from. (120-180 words) 6 — Read the endings and say which is a mild complaint, which is strong, and which sounds rather rude. 1 It is dishonest to sell faulty | goods. The stereo broke before Thad even used it. You are obviously to blame for not | checking that it worked. Send | me anew one immediately, or! | will take legal action. | he 2 | am disgusted at the way this ‘matter has been handled, and will be forced to take further a action if the fax machine is Sy \\y not replaced immediately. t “ 3. hope that you will be able to replace the video camera as soon as possible. Thank you {for your help in this matter. 7 ~~ Read the rubric in Ex. 5 again, then write an ‘appropriate ending. STUDY TIP. © When we write a letter of complaint we use linking ‘words/phrases to to list our complaints (¢.9. firstly, secondly, furthermore, in addition, etc). © We also use linking words/phrases when giving examples to support our complaints (e.g. although, but, despite the fact, etc). Firstly, the hotel did not have a swimming pool, despite the fact that there was a description of it in your brochure. 69Not up to iy Expectations 8 Look at these extracts from advertisements, 9 a) Match the pairs of sentences. together with the notes, then make sentences, as in the example. 1 The broken pipe wasn't_J- a The plumber promised fixed until Friday. 2 We were told that the to come on Monday. b washed them according work would cost £500, to the instructions. 3 The waiters were rude | © The window looked out and unhelpful. onto a building site. 4 Mybilack jeans tumed | Your advert claims your pale grey when | staff are friendly and washed them. experienced. 1 Although the advert stated that the service would be 5 We waited two hours e When the bill came, it fast, | found it extremely slow. ‘for our pizza. was for £800. 6 Our room was f Iwas told our order supposed to have would be delivered in view of the sea under ten minutes. aes b) Join the pairs of sentences with appropri children’s cloth linking words/phrases, as in the example. e.g. The broken pipe wasn't fixed until Friday, despite the fact that the plumber promised to come on Monday. 10 Read the letter and replace the informal phrases in bold with suitable formal phrases from the list. | am entitled to, receive your immediate attention, Yours faithfully, complain about, Sir/Madam, correct equipment 15 Waverly St Brickstone BC5.3GC 3 231d April, 20.. The Manager World of Appliances Ltd. 468 Watertown Avenue Fallsdale S12 27T Dear 1) Frank, f freed | am writing to 2) tell you I'm not pleased with the ae vacuum cleaner (Model #SE375) | ordered from your * small classes store two weeks ago To begin with, the order was incomplete. Many of the special parts that come with the vacuum cleaner were missing, As a result, | was unable to clean the curtains and furniture as | did not have the 3) right things. To make matters worse, the vacuum cleaner is faulty. It does not pick up dust very well. In fact, the carpets still looked dirty after | had vacuumed them | feel 4) you should give me a full refund. | hope this matter will §) be sorted out now. 6) Best wishes, Mice Petowen ‘Alice Petersen 4WRITING TIP When we write a formal letter of complaint about a problem (e.g. something we have bought, the services in 4 restaurant or hotel, etc), we divide it into three parts: « in the introduction, we state the reason for writing, (i.e. say whatlwho we are complaining about and why). «inthe main body,* we state our complaints and give examples and/or reasons to support them. We use a separate paragraph for each topic. « in the conclusion, we state what action we expect to be taken * The main body can consist of one or more paragraphs, depending on the number of specific complaints we have. The tone of our letter must be polite and we should never be rude. 11 Read the model and fill in the numbered gaps with linking words/phrases from the list. Then, list the specific complaints made, as well os the ‘examples/reasons given to support them. Moreover, Finally, To begin with, because, Despite, although Dear Mr. Howard, | am writing to complain about the service I have received from your company since ordering a jumper from your mail-order catalogue on 15th January. Mecca » the jumper was not prog packaged. When I received it, | was shocked nn jumper actually hanging out of the package, tom and diy, 2)... Thad been told that all parcels were well packaged. 3). «was extremely annoyed to discover thal the jumper sent to me was notthe cone | ordered. 4) sna Of6ering a size 10 blue jumper (code #26345), I received a size 16 red jumper (code #26354) 5). . to make matters worse, the people I spoke ton your customer services department were very unhelpful. When | telephoned to inform them of their mistake, the staff were rather unwilling to help me solve this problem, which surprised me 6) .. svouee YOU catalogue states that you have an excellent customer services department. Please replace the jumper with the correct one as soon as possible and provide a full explanation for the poor service | received. Yours sincerely, Amanda Lee Not up to Ity Expectations 12 — Read the rubric and underline the key words, then answer the questions. You recently went on a cruise to the Caribbean. Unfortunately, you were very disappointed with the holiday. Look at the company’s advertisement, together with your notes, then write a letter to the company, complaining about the holiday and asking for a refund. (120-180 words) Mens What type of letter is this? What style will you use? Why? How will you begin your letter? How will you end it? What topic sentences will you use for the main body paragraphs? 13 Now use your answers to Ex.12 and the plan below to write the letter. Do not include any addresses. Plan r Dear Sir/Madam. Introduction Paragraph 1: reason for writing ’ Main Body Paragraphs 2 - 4: complaints (with examples ‘ondfor reasons) ‘ Conclusion Final paragraph: Yours faithfully Si se (your full name) action to be taken n