2C.

IT’S SO
ANNOUING!

Roadmap B2.
to complain about
жаловаться на
a complaint
жалоба
slow delivery
faulty product
broken promises
poor customer service
lack of communication
rude staff
aggressive salespeople
billing disputes
cold callers
false advertising
10. B: I wonder if everyone has as many poor customer service experiences as we do!
2. B: Oh no, aggressive salespeople are the worst!
A: Sadly, I couldn’t. The company ads saying ‘customers are our number one’ really annoy me. It’s
7. completely false advertising! By the way, have your new trainers arrived?
6. B: Oh yeah, that billing dispute went on for ages. Did you ever resolve it?

5. A: I did, until I became absolutely infuriated by all his broken promises to credit my account with
the refund!
4. B: That reminds me of your laptop that wouldn’t charge. I remember you felt sorry for the
salesperson, even though he was the one who had sold you a faulty product!

9. A: There never is! It’s the lack of communication from these companies that I find most irritating.

8. B: They have, thanks. I eventually got them last week, but two months after I placed my order.
Talk about slow delivery! And there was no apology or anything!
1. A: Grrr, that was a cold caller, trying to get me to change broadband companies.

3. A: Yeah, the guy kept pushing me to answer questions. I can’t stand being pressured by rude
staff , but I still felt bad hanging up!
Conversation 1

A: Oh come on! What is this lift doing?

B: Oh. Have you been waiting a while?
A: Yeah. I feel like I’ve been waiting ages.
B: I know what you mean. This lift is so
infuriating. But it’s an old building and I guess it’s
better to have a lift than not to have a lift.
A: That’s true!
Conversation 2

C: Oh no! Not the news.

D: You don’t like the news?
C: It’s always so bad. It makes me depressed.
D: Yeah, I feel the same sometimes. It’s overwhelming.
C: Yeah, completely.
D: I guess the good thing is that we know what’s going on in
the world. A hundred years ago we had no way of knowing
what was happening.
C: Yeah … that’s one way of looking at it, I guess.
Conversation 3

E: This is ridiculous! I’ve been on hold for ten minutes. I’ve

got better things to do!
F: You must be feeling so irritated.
E: Completely! It’s insulting! Why do I have to wait for ten
minutes to speak to someone at my bank?
F: Yeah, you’re right. But you do get to play that horribly
entertaining new game on your phone while you’re waiting.
E: Hey – good point!
F: Don’t forget to keep checking whether they’ve answered
your call … Can I have a go?
Conversation 4

G: That’s 29.90, please.

H: Can I have a bag, please?
G: Of course. That’s an extra five pence so that’s 29.95.
H: Five pence for a plastic bag? That’s a rip-off!
G: You’re right, it’s expensive and some of our customers feel
really infuriated, but it’s part of our drive to cut down on the
use of plastic and improve the environment for future
generations.
H: Oh, I see. Well … that’s a fairly convincing argument.
Perhaps there should be a sign that says that.
G: I’ll suggest that to my manager.
 -ing/-ed adjectives
are formed from the verbs;
something or somebody that is –ing makes people or animals
–ed.
The service was so insulting that I was (felt,got) insulted.

we can use be/feel/get/make with –ed adjectives.

The manager was so convincing that he made me convinced.

-ed adjectives describe feelings; -ing adjectives describe the

thing or situation that causes the feeling.