UNIT : 5

Handling
Complaints
Group 6
VOCABULARIES
1. defective 6. intentionally
2. representative 7. issuing a partial refund
3. obliged to 8. satisfaction
4. factory recall 9. being inferior
5. investigation 10. deliver what it promised
 1. Defective
DEFINITION
having a fault or faults; not perfect or complete

EXAMPLE
•If the goods are defective you should get a full refund.
•If the goods prove defective, the customer has the right to compensation.
2. Representative
DEFINITION
a person who has been chosen to speak or vote for somebody else
or for a group of people, or to take the place of somebody else

EXAMPLE
•He was the Queen's representative at the ceremony.
•I was voted student representative for my class.
3. is obliged to
DEFINITION
to force somebody to do something, by law, because it is a duty,
etc.

EXAMPLE
The company is obliged to pay all employees a minimum hourly wage.
Student is obliged to wear a school uniform.
 4. Factory recall
DEFINITION
A factory recall is a request from a manufacturer to return a product
after the discovery of safety issues or product defects that might
endanger the consumer or put the maker/seller at risk of legal
action.
EXAMPLE
In 2000, there was a big factory recall from Firestone tire and rubber
company.
Samsung had to factory recall about 2.5 million phones after
complaints of overheating and exploding batteries.
 5. investigation
DEFINITION
an official examination of the facts about a situation, crime, etc.

EXAMPLE
•The police have completed their investigations into the accident.
•An official investigation concluded that 1,000 people were killed or went
missing during that period.
 6. Intentionally
DEFINITION
with awareness of what one is doing

EXAMPLE
•The test is intentionally designed to trick students.
•She would never intentionally hurt anyone.
 7. complaint form

DEFINITION
A complaint form is a statement in which you express your
dissatisfaction with a particular. for the purposes of making a Code
of Conduct Complaint

EXAMPLE
•Contact NCDOT Civil Rights to receive a full copy of the Discrimination Complaint Form and procedures.
•At your option, you may either institute a proceeding in the Superior Court of New Jersey or file a
complaint with the Government Records Council (“GRC”) by completing the Denial of Access Complaint
Form.
 8. Satisfaction
DEFINITION
the good feeling that you have when you have achieved something

EXAMPLE
•He had the satisfaction of seeing his book become a bestseller.
•Although we didn't win, we were able to take some satisfaction from our
performance.
 9. being inferior
DEFINITION
a person who has been chosen to speak or vote for somebody else
or for a group of people, or to take the place of somebody else

EXAMPLE
•He was the Queen's representative at the ceremony.
•I was voted student representative for my class.
10.deliver what it promised
DEFINITION
to do what was promised or advertised

EXAMPLE
I am quite disappointed with this product because it does not deliver
what it promised.
The company said that this product will deliver what it promised.
VOCAB EXERCISES
Handling Complaint

• Vocabulary 1

• Vocalbulary 2
Vocabulary 1
A. Match the words and phrases on the
left with their examples on the right.
1. replace : In this instance, the business chose to give the
customer a new product in place of the old one (E.)

2. defective : The product didn't work at all. (C.)

3. deliver what it promised : Though the product was OK, it didn't do all I was
told it would do. (D.)
4. warranty : This product is covered by an agreement which
states the company will repair it at their expense.
(B.)

5. resolve : Our representatives will work with you to solve

any problem you might have. (A.)
B. Choose a word or phrase
from the box to complete the
sentence. Not all words will
be used.
1. If the product breaks within the first three months of use, we will replace it at no

charge.
2. The warranty covers the product in case of accidental damage or defect for two
years.
3. If l do not receive a reply within two weeks, I will have no choice but to contact a
consumer rights advocate.
4. Please fill out this complaint form so that we might assist you with your problem.
5. Please find attached copies of my receipt and warranty.
6. Once we receive your complaint, we will take the necessary steps to resolve the

problem.
7. If the buyer returns the item to the seller damaged, the seller
has the option of issuing a partial refund. In such case, it is
recommended the seller explain this to the buyer in advance to
avoid misunderstanding.
8. Thank you for your email enclosing the defective A72 printer.
I am sorry you have had such problems with this product, and I
have passed it to our engineers for inspection.
9. I believe providing a full refund is a fair solution to the problem.
10. As you have not informed us of defects in our products or the
quality of our service, we can only assume that we have given you
no cause to be dissatisfied. If we have, then we hope you will let
us know.
Vocabulary 2
A. Match the words and phrases on the
left with their examples on the right.
1. records : I've got a document here which says the purchase was made two
weeks ago.

2. is obliged to : As the product is defective, the company is compelled to replace it.

3. at no cost : You don't have to pay for the repair job. It's free.

4. satisfaction : We hope that you are happy with our service.

A. Match the words and phrases on the
left with their examples on the right.
5. investigation : The company will find out exactly what happened and report the
results to us.

6. factory recall : Because so many of these products have proven faulty, the
company may ask people to send them back.

7.prefer : Would you like the product replaced, or simply fixed? Let us
know which you want.
B. Choose a word or phrase
from the box to complete the
sentence. Not all words will
be used.
1. According to the agreement , the company is obliged to replace the product if it
proves defective.

2. The customer showed great patience in waiting two months for a replacement
product.
3. As the product doesn't work, it will be replaced at no cost to the consumer.

4. Would you like our representative to call and discuss your requirements in more
detail? Ms. Mutita Sooksan, our representative in your area, has advised on
equipment for many large offices. She would be able to recommend the system
most suitable for you.
5. Would you prefer that the product be repaired, or that a refund be issued?

6. We hope that this solution will be to your total satisfaction .

7. The company will conduct an investigation at its factory to determine why so
many products are being returned.

8. Please contact me no later than tonight regarding your loan payment. failing that ,
we will be forced to begin legal proceedings.
MEMBERS : GROUP 6

Purachet Supakrit Sittirid Warachot