Writing - Mega goal 1 - أول ثانوي

9 Complaints, Complaints 10 Writing ✓ رابط الدرس الرقمي www.ien.edu.sa A. 1. Have you ever bought a product that turned out to be faulty or a lot less than you expected? Did you take it back? Why? Why not? 2. Some people complain in writing to make sure that their complaints go on record. Read the complaint letter on the next page and answer the questions. • What was the problem with the item that the writer had bought? وز146عليم • What was the first thing he did? What was he advised to do? • What did he expect the store to do? Why? • How do you think he feels about the whole incident? How do you know? 3. Now read the letter again. Circle the paragraph(s) that do the following: Paragraph or paragraphs Set(s) the scene: 1 2 3 4 LO 5 Express(es) personal feeling/opinion: 1 2 3 4 5 LO Give(s) an account of the events: 1 2 3 4 5 Provide(s) a conclusion: 1 2 3 4 LO Please note that some of the paragraphs can serve more than one purpose. B. 1. Think about a faulty product. It can be a clothing item, an electronic gadget, an appliance, etc. 2. Think about what can go wrong with it. Make notes in the chart. 3. Use your notes to write a letter of complaint to the Customer Service Department of the company or the store where you bought it. The item/product you are complaining about: What the instructions/ salesperson promise What is happening instead What you would ask/ expect the company that sold you the item to do 1 2 3 Ministry of Education 2024-1446 MG_01_COMBO_TEXT_2024.indb 146 30/4/24 2:03 AM

Have you ever bought a product that turned out to be faulty or a lot less than you expected? Did you take it back? Why? Why not?

Think about a faulty product. It can be a clothing item, an electronic gadget, an appliance

Interelectronica Customer Service Department 345 Jackson Road, Baltimore, MD 23770 Date: O Dear Sir, 1 I purchased a set of earphones at your store three days ago. According to your promotional material, any item that is faulty and is returned within 24 hours, is fully refunded and a discount voucher is offered for future purchases, as a courtesy to the customer. 2 I attempted to use my earphones the day I purchased them and found out that one of the cables had not been connected. I therefore, called your Customer Service Department and was advised to return the earphones as soon as possible. 3 I drove to your place of business immediately and tried to do as advised. Unfortunately, however, I was told by the assistant that the earphones could only be returned if the packaging was intact. 4 Allow me to wonder how one is supposed to find out if an item is faulty or not, if it is kept in its packaging. And if that is the case, it would seem fair to include it in your promotional material in large block letters, instead of conveying the wrong message and misleading people. 5 I regret to inform you that following this incident, I will refrain from using your retail outlet in future and will have to report you to Consumer Protection. Yours sincerely, A displeased former customer وزارة التعليم Writing Corner When you write an email/letter of complaint: Set the scene, in other words, provide background information. Give a clear account of expectations and actual events. • Present the problem clearly and confidently. Conclude on a firm but polite note. Ministry of Education 2024-1446 MG_01_COMBO_TEXT_2024.indb 147 147 30/4/24 2:03 AM

Interelectronica Customer Service Department