----Don't complain about your job  



Task 1. Complete the complaint letter below with invented facts.   

Name of Contact Person, if available
Title, if available
Company Name
Consumer Complaint Division, if you have no contact person
Street Address
City, State, Zip Code  

Dear (Contact Person):  

Re: (account number, if applicable)  

On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location and other important details of the transaction).  

Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.).  

To resolve the problem, I would appreciate it if you could (state the specific action you want—money back, charge card credit, repair, exchange, etc.). Enclosed are copies of my records (include copies of receipts, guarantees, warranties, canceled checks, contracts, model and serial numbers, and any other documents).  

I look forward to your reply and a resolution to my problem, and will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at (home and/or office numbers with area code).  

Sincerely,  
Your name

Enclosure(s) cc: (reference to whom you are sending a copy of this letter, if anyone)

----Source: Consumer Action Handbook 2001, Federal consumer Information Center, Pueblo, CO, 82009, www.pueblo.gsa.gov

Task 2. Fill in the gaps in the complaint letter below. (See answers and complete letter in Comments.) 

1.       legally entitled to
2.       for recovery of the money
3.       requires
4.       within the next 14 days
5.       for this sum
6.       reimburse me
7.       in breach of contract
8.       to issue a claim
9.       defects
10.   the fact that
11.   at the time of purchase
12.   demonstrates
13.   developed
14.   not of satisfactory quality
15.   to you
16.   look forward to
17.   on March 01, 2006
18.   claim a full refund  


Dear Mr Blockhead! 

Re:Nokia 9120 

1. …………………………… I bought the above mobile phone from your shop. On March 07, seven days after purchase, it 2. …………………………. a serious fault. [Describe fault]. 

Section 14 of the Sale of Goods Act 1979 3. ………………………….. you to supply goods of satisfactory quality. 4. ……………………………… the handset showed 5. ………………….. shortly after purchase 6. …………………………………. there was an inherent defect in the phone 7. ………………………………….., and that it was 8. ………………………………... You are therefore 9. ………………………………………..                                 

In these circumstances I am 10. ………………………….. reject the phone and to 11. …………………………………… of the full purchase price of £120, or a replacement phone from you. I 12. ………………………………………receiving your cheque 13. ………………………… or a replacement phone 14. …………………………………. If you fail to 15. …………………………………. I shall have no alternative but 16. ……………………………….. against you in the county court 17. ……………………………. without further reference 18. ……………………………... 

Yours sincerely,
Kisdobos  



Task 3. Follow-up letter
Use the correct form of the words in brackets. You might have to add some extra grammatical words, e.g. prepositions, articles, auxiliaries, modals, suffixes, etc. (See answers and complete letter in Comments.) 


Dear Mr Blockhead 
Re: Nokia 9120 

I 1. [write] to you on March 11 about the above 2. [defect] mobile phone 3. [buy] from your shop on March 01. Your 4. [reply] March 15 denied 5. [liable] the defective item, 6. [claim] that I 7. [complain] to the manufacturer instead. 

My claim 8. [you] is based on the Sale of Goods Act 1979. Section 14 of the Act requires you 9. [supply] goods of satisfactory quality. Your 10. [fail] supply such goods means that I have a claim against you 11. [breach] contract which is unaffected by any other rights I may have 12. [guarantee] offered by the manufacturer. 

I trust that this 13. [clarify]  the position and I 14. [expect, receive] your written proposal for 15. [arrange] a refund or a full repair to the handset within the next seven days. 

Yours sincerely,
Kisdobos  



Task 4. Write a complaint letter to the manager of an Austrian ski resort with the following parts: 

1.       Say you just got back from a ski resort, and made a complaint.
2.       Say why their advertisement did not reflect their real level of service.
3.       Say how the Hotel staff was not helpful in solving your problems.
4.       State you have a right to get a compensation for at least two reasons. State the amount of compensation you are claiming.
5.       Give them a deadline. State the consequences of their faling to comply.

(See a model letter in Comments.)      


----Exercises created by Kisdobos using:
http://www.which.co.uk/reports_and_campaigns/consumer_rights/reports/your_rights/Other%20matters/Letters%20of%20complaint/letters_of_complaint_report_657_56864_2.jsp
and http://www.bbc.co.uk/consumer/guides_to/holidays_letter.shtml