LESSON 8

Task 1:

1 George Smith

2. Complaint and request

3. His new coffeemaker doesn’t work.

4. He followed the instructions for using the coffeemaker, but it doesn’t work.

5. He needs a coffeemaker that works because he is expecting guests.

6. He wants to know if there is an easy way to fix it or what he can do.

TASK 2:

1. understand that you haven’t been able to get your new coffeemaker to work. I realize how frustrating
this must be.

2. There could be an issue with the coffeemaker or a problem with the programming.

3.

a. Look in the manual for instructions about fixing the coffeemaker.

b. Return the coffeemaker to us, and we will send you a new one.

4. Thanks so much for calling, and please accept our apologies for the inconvenience.

TASK 3:

Hi, there. I’m calling for Mr. Smith. This is Amy Martin from Winston Appliance. I received the message
that your new coffeemaker is not working. I know this must be frustrating for you, especially with guests
coming to stay with you soon, and we apologize that this has caused you frustration. It’s possible that
the coffeemaker you received is defective. It may have been damaged in shipping. I’d like to suggest that
you send the coffeemaker back to us, and we will send you a replacement model right away. For your
inconvenience, we’d like to offer you free express shipping so that your new coffeemaker will arrive by
next week. Thank you for contacting us, and I hope this solves your problem.