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https://tuhocielts.dolenglish.vn/luyen-thi-ielts/ielts-listening-practice-luyen-tap-complaints-to-clifton-antiques-actual-test-5-
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Question 1 - 10
Complete the notes below.
INCIDENT REPORT
Example
Name: Anna Lumley
-a 7
https://tuhocielts.dolenglish.vn/luyen-thi-ielts/ielts-listening-practice-complaints-to-clifton-antiques-actual
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Receptionist :
Hello, this is the complaints centre of the service department at Clifton Antiques. Before we start, I'll just
need to take more details from you, OK?
Caller :
Sure, no problem.
Receptionist :
Caller :
Receptionist :
Caller :
Receptionist :
Oh, sorry. Let me rewrite it... and may I have your contact number that we can use to reach you during the
week?
Caller :
Receptionist :
Caller :
I placed an order of a large quantity of items from you last week on the 20th February, and has been
expecting them to arrive at the office in a week. However, only half of the shipment has been delivered. I
just would like to ensure that they haven't been missing in transit.
Receptionist :
All right, madam. It's a pity that we brought the inconvenience to you. I'll look for the parcel track record
and see if I can give you a date when it is okay to receive the rest of your orderings. What was your
delivery address listed?
Caller :
I made the arrangements for the parcel to be conveyed from your warehouse on Ardale Road to my office
address at 235 Akendale Road.
Receptionist :
Caller :
Receptionist :
In east sea?
Caller :
Yes, sir.
Receptionist :
Well, OK. Our system has tracked your parcel, which shows that your shipment has been received;
however, there's no record about the lost items. I would suggest that you wait for two days, and if the
other items don't arrive then you might necessarily consider to claim insurance coverage for the value of
the rest. How much are them worth?
Caller :
Receptionist :
All right. For this amount, I think 10 % will be covered by the insurance company, therefore, you could
claim $3450 from them. If you like to, there is a form on our website that you can fill in and when the loss
is confirmed, you will get the money within five workdays. The rest of the money will be refunded to you in
a month, so you won't suffer a financial loss.
Caller :
It sounds reasonable.
Receptionist :
Yet it is necessary to make a list of your lost items so we can recheck it against our records, is that ok?
Caller :
Of course, okay. It is unfortunate that a few missing items are the sole one of a kind and thus,
irreplaceable. Also, there were many small items that aren't very valuable, like lamps and chairs. However,
there was a large item of antique furniture and a bag filled with first edition books, which were some of
the first ever to be printed on a press.
Receptionist :
Caller :
Yeah, there were also some important items, a Victorian rocking horse for my daughter, some large oil
paintings originating from the Edwardian period and some few decorative fruit bowls.
Receptionist :
Right, ok. I've taken down the list of these missing items, so I'll call the warehouse to see if any of them
are still there.
Caller :
Ah, I almost forgot! There are several other pieces that I've spotted on your website and wanted to order.
May I do that now?
Receptionist :
It is definitely okay. Would you describe me a little about the items that you are looking to buy?
Caller :
Receptionist :
Ok, perfect. The charge will be taken from payment card that you used before, you can expect them to be
delivered within the next week. Is there anything else that I can do for you today?
Caller :
Yes, I received two damaged items in the shipment, so I need to claim for a partial refund.
Receptionist :
Oh, sorry. I need to know more about the details of the actual damage over the phoneline before you put
in a full report. What kinds of pieces are damaged?
Caller :
A drawer is missing from the antique mahogany desk, and I also spotted a dent on one of the corners, so
it's basically unusable.
Receptionist :
Caller :
No. Well, I don't think it's repairable. I will have to buy a new one.
Receptionist :
Sorry. I'll take a note of that and see what we can do for compensation. Anything else?
Caller :
I also purchased a set of dining chairs with navy leather padding. However, the colour is faded and one of
the legs has completely split down the middle.
Receptionist :
Caller :
Yes, there is a set of Chinese crockery to furnish my dining room table. But when I opened the case I
found that a cup was lost and that some plates had smashed-four, actually.
Receptionist :
Caller :
Receptionist :
Right, I'll estimate the value of the damaged and a refund will be issued.
Caller :
Receptionist :
1 077876345 https://tuhocielts.dolengli
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3 Akendale https://tuhocielts.dolengli
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4 3450 https://tuhocielts.dolengli
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5 books https://tuhocielts.dolengli
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6 paintings https://tuhocielts.dolengli
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7 mirror https://tuhocielts.dolengli
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8 desk https://tuhocielts.dolengli
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9 leg https://tuhocielts.dolengli
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10 plates https://tuhocielts.dolengli
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