Page 61 - American English File Student Book 3B

7 A LETTER OF COMPLAINT

a Read the letter o f com plaint. Then answer
the questions.

1 W ho is Chris M ason complaining to?
2 W hat item is he complaining about? Why?
3 W ho did he contact first?
4 W hat problem did he have when he called to
complain?
5 In which paragraph does Chris use flattery?
Sandra Adams
How?
Head o f Department
b Read it again and com plete the blanks w ith a John Leavis Customer Service
word from the list. PO Box 908

Deaf delivered forward However in stock M ontclaire, New Jersey 07042 May 19, 2013
number service unhelpful yours
1 Dear Ms. Adams:

P Useful language: a formal letter (or email)
Last Wednesday, April 25, T ordered a coffee machine from
You don’t know the person’s name
your online store (order 2__________#CE437184). Before placing
Start: Dear Sir / Madam:
Finish: Kind regards, the order I read the conditions carefully, and the item was
You know the person’s name 3 ________. Your website says that items in stock are
Start: Dear+ Mr. / Ms. / Mrs. Garcia: 4 ________ in 48 hours.
Finish: Sincerely yours,
Style Two weeks passed, and nothing arrived. 5__________, I noticed
• Don’t use contractions that payment had been charged on my credit card. I called your
• Write / look forward to hearing from you. as
the final sentence customer service line, and the person that I spoke to, Becky, was
• Write your full name under your signature rude and 6_________ . She said that the item was not in stock,
Note: a formal email is exactly the same as and that she didn’t know when it would arrive. She could not
a formal letter, except in an email we don’t explain why the money had been charged on my card.
write the address or date.
I have bought many things from you over the years, both from
c W r ite a letter (or an em ail) o f com plaint
your New Jersey store and the online store, and I have always
about som ething you bought online. P la n
had good 7_________ . I can only imagine that this is a departure
what you’re going to w rite. U se the U se fu l
from your usual high standards, and I am sure you will be able
la n g u a g e to help you.
to resolve the situation in a satisfactory way.
d C h e c k your letter or em ail for m istakes
(gram m ar, vocabulary, punctuation, I look 8________ to hearing from you.
and spelling).
Sincerely 9__________,
< p . 7 7

C-N nJ A/tYU|Vk*'

Chris Mason

Writing 119