Listening: Buying a bag James needs a new travel bag. He and his girlfriend Samantha go to a shopping mall. Listen to the scenes and answer the questions. 1. What sort of shops do they go to? 2. What do James and Samantha take into consideration when looking for a bag? 3. Which bag do they finally decide to buy? 4. Why did James want to return the bag? 5. What does the shop assistant offer him? A phone call: Why won’t it work? You have bought something from a shop in town. When you get home, you find out that it doesn’t work, or that there is a part missing. You can’t go back to town till next weekend, so you phone the shop to see if they can help. Work with your partner. Decide what the item is, what the problem is, and discuss a possible solution, then act out the phone call. An e-mail of complaint: Complaining with respect WG 2 a) Read this e-mail which Morton Leroy, an angry customer, sent to an online clothes firm. Never again!!! Yours must be the worst firm in the business. Delivery in less than a week, you promise. Haven’t you heard there are SEVEN days in a week? Your goods took EIGHT days to reach me. Maybe you don’t know that 8 is more than 7. And what the hell did you do with the parcel? It was wet and torn when I got it. So I guess you just have idiots working for you. I ordered a blue T-shirt, but what I got is almost green. How difficult are the basic colours for your personnel? And the sweatshirt is the wrong size. I ordered L, and got an M, so it’s too small. You should employ people who can READ. Send one of your idiots to collect your stuff before I throw it away. M. Leroy b) The e-mail above is very disrespectful. Imagine Mr Leroy writes a formal e-mail of complaint to the online fashion shop showing more respect. Write his e-mail and try to include the following information about what went wrong: • 8 days for delivery instead of 7 days • wet and torn parcel • greenish T-Shirt in the parcel instead of blue one • ordered sweatshirt size L, got M c) You are working for the fashion company and were asked to sort out the problem. Write a formal reply letter to Mr Leroy in which you apologise for any inconveniences, explain that you had no influence on the mail service and offer to exchange the goods. 3 c11–14 4 Useful phrases What the customer says I bought a … but it won’t work. • It seems to work, but the … is missing. • I can’t open/close it properly. • It’s making a funny noise. • It’s broken/damaged. • It’s got a mark on it. • This part has come undone. • It doesn’t match the thing I wanted to wear it with. • It’s really too big/small. • It doesn’t do what the advert said. • I’d prefer to have my money back, please. Assistant’s replies Have you got the receipt? • Have you got the box it came in? • It’s supposed to look like that. • It is/isn’t supposed to do that. • I’m afraid we haven’t got any more in stock. • We can order one for you. • I can give you a credit note to buy something else here. • Can you tell me the make/model number, please? • Have you put the batteries in correctly/ checked the plug/socket? P 5 43 Nur zu Prüfzwecken – Eigentum des Verlags öbv
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