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Name:Student #: Internet English – Spring 2020 – Week 9Email Writing – Complaints Complaint Email – Paragraph TemplateWhy are you writing? (topic sentence) What is/are the problem(s)? (What/when did you order / want? What did you receive?) How do you feel? What do you want? (Refund / Replacement / Apology) When do you want it? If you have any further questions / queries or require further information, please do not hesitate to contact me. (Concluding Sentence)Sincerely,Your NameComplaints - Part 1 - Review ActivityA - Complete the sentences with the correct pairs of formal vocabulary. Choose from the list below.attention / issue connection / attitudedelivered / urgentlyentitled / replacement matter / inconvenience package / orderedpurchased / standardquality / purchasedrefund / escalatereplace / goodsterms / treatmentunless / cancel(Why are you writing?) I am writing in __connection______ __________with the negative ________ attitude____________ of a member of your staff.(What do you want? How do you feel?) I hope that you will deal with this _______matter____________ promptly as it is causing me considerable ____inconvenience____________.(What are the problems?)The equipment I ordered has still not been _____delivered_______________, despite my phone call to you last week to say it is needed ____urgently ____________.(What are the problems?) Although you advertise yourself as a top-quality brand, the product __purchased_____ was well below the ___standard______ I expected.(Why are you writing?) I am writing to draw your _____attention___________ to an _____issue____________ in your customer service section.(What do you want? When do you want it?) Please ________replace_____ the faulty ________goods______ as soon as possible. (What is the problem?) I wish to complain in the strongest possible _____terms__________ about the _______treatment___ I received from a member of your staff.(What do you want? When do you want it?) I believe that I am _______entitled_____________ to an immediate _________replacement___________. (What is the problem? What did you order?) When we opened the ____package_______________ there were only 50 items instead of the 60 we _____ordered_______________.(What do you want? When do you want it?) ________Unless____________ I receive the goods by the end of the week. I will have no choice but to ______cancel______________ my order.(Why are you writing?) I am writing to complain about the ________quality____________ of a product I _________purchased___________ on your website.(What do you want?) I insist on a full ___________refund___, otherwise I will be forced to _______escalate_____ the matter by asking our accounts department to contact your head office directly.B – Read the following complaint email and choose the most formal / appropriate words or phrases to complete the sample email.SAMPLE COMPLAINT EMAIL (formal)I am writing to complain about the poor service we have received from your company. (1) Firstly / Therefore, the goods you sent were not the ones that we ordered. Our order dated 16 September clearly stated that we wanted 1,000 t-shirts. (2) In particular / However, we only received 800. (3) Nevertheless / Furthermore, we asked you to print our company logo in the top left front corner of the shirt, but you printed it on the back. To make matters worse, your staff were very unhelpful when I called. (4) Even though / Specifically, I was passed from person to person, and no-one took responsibility. (5) In fact, / On the other hand, after thirty minutes I just gave up in frustration and ended the call. The whole matter was treated by your staff as though it was completely unimportant, (6) in spite of the fact that/ therefore we have been you customer for more than five years. (7) In particular/ As a result, we are going to end our business relationship with you. (8) In conclusion / In addition, we must insist on an immediate replacement order, to reach here within ten working days, at no cost to ourselves. If you have any further questions, (9) please do not hesitate to / please feel free to ask.(10) Sincerely / Yours truly,Kim Yeong-binHead Sales ManagerComprehension / Review Questions Why is Mr. Kim writing?He is writing e-mail to complain to the poor service he received from the company.What are the problems?Mr. Kim ordered 1,000 T-shirts, but he received only 800 and he asked a partner company to print the company logo on the upper left corner of the shirt, but they printed it on the back. Furthermore, he raised a complaint with his partner company on these issues but received no help and solution.What does he want? He wants to end his relationship with a partner company.When does he want it? He told the partner company that he wanted an immediate replacement order, and that he should be contacted within 10 working days.Student ExamplesForm paragraph/ opening (Dear Mrs. Kim, ) / Closing (Sincerely, Kim Jeong-seon)Content formal vocabulary & phrasingCommon Errors Email #1To: johnsmith@From:kimyoojin@korea.ac.krSubject: Broken computer complain(t)I am writing to complain about the laptop computer I have received from your company. Firstly, the screen has deep scratches. I'm (avoid contractions – less formal) very unsatisfied (by) this matter. I was really looking forward to a new computer. Futhermore, there are fewer USB 3.0 ports than advertised. I can't understand what happen to me. (unnecessary – it’s broken. Is that hard to understand?) Besides the keyboard has several broken keys. How can I work with this computer? I really need a new computer. As a result, I must insist on an immediate replacement until (by) Friday. If the replacement is impossible by Friday, please refund it before then. If you have any further questions, please do not hesitate to contact me.Sincerely(,)Kim Yoo-jinthis Hello, is Lee Sae-ran who (I )purchased a laptop last week. I am writing to complain about poor product quality. (review topic sentences – general statement)There are several things. First, the screen has deep scratches, and they have fewer USB 3.0 ports than you advertised, also the keyboard has broken keys. Therefore, I would like you to an immediate refund or replacement as soon as possible. If you have further questions, feel free to ask. Sincerely(,)Lee Sae-ran I am writing this email to complain about an unsatisfactory(I purchased) of the product I got. I recently bought a laptop from your company, YYZ International. However, the quality of the product was not as I expected, and it came with several faults. First, the screen had deep scratches, there were fewer USB 3.0 ports than it was said on the advertisement. Also, several keys were delivered broken. For these reasons, I would like to get a refund or replacement of the product as soon as possible. If you need any more explanation or information from me, please reply me through this email.Sincerely, Chae So-hyunI am writting to complain about the laptop computer I purchased from your company. The screen of it has deep scratches and there are fewer USB 3.0 ports than advertised. In addition to, the keyboard of it has several broken keys. I'm very unsatisfied with it. Therefore, I would like a refund or replacement immediately. If you have any further questions, please do not hesitate to contact me. Sincerely, Yeo Seon-guI am writing to refund (to receive a refund)the poor computer I have received from your company. First of all, there are many scratches on the screen on the computer, so the exterior is too dirty. Second, unlike what your company advertised, the actual computer we received has fewer USB3.0 ports. I think selling advertising and other products is deceiving consumers. In addition, the keyboard has several broken keys that prevent the keyboard from working properly for its original purpose. I am so dissatisfied that the newly purchased computer is of the same quality as used computer. In conclusion, I want a refund as soon as possible. Please retrieve the computer within two days and proceed with the refund procedure. If you have any further questions, please do not hesitate to contact me.(name?)Dear, John SmithI am writing to complain about the poor laptop computer that I purchased last week. Firstly, the goods you sent had deep scratches on the screen which brought great inconvenience in watching the screen. Furthermore, there were fewer USB 3.0 ports than advertise which made me feel deceived. Lastly, several keyboards were missing which made my typing difficult. As a result, unless I receive the replaced goods by the end of the week, I would like a full refund. If you have any further questions, please feel free to ask.Sincerely,Yu Min-ahI am writing to complain about the quality of a product I purchased on YYZ International. I bought a laptop from your company, but the product is very unsatisfactory and uncomfortable. It has a lot of scratches on the screen, fewer USB 3.0 ports compared to the advertisement, and several broken keys on the keyboard. I would like to refund or exchange as soon as possible. If you have any further questions or require further information, please do not hesitate to contact me. Sincerely,Choi Seoy(-)oungEmail #2.To: rmcgee.sales@From: kimyoojin@korea.ac.krSubject: Insurance-related ComplainI am writing to complain about the poor service I have received from your company. I was clearly promised a 50 percent discount on my annual car insurance as an incentive to buy the life insurance policy when I signed up for this insurance. By the way, (word choice – Unfortunately) the monthly payment of my car insurance did not decrease. I didn't know what was going on with this. I’m so frustrated. Consequently, I called Lifetime's service number for assistance. However, the responding agent did not provide assistance or clarification on matter. I'm really disappointed with this service. I am very unsatisfied with not only the difference I promised, but also the fact that I make no excuse for it. I must insist on immediate a refund of insurance policy or an annual car insurance discount. If you have any further questions, please don’t hesitate to contact me.Sincerely(,)Kim Yoo-jinI am writing to complain (about….) to Randy McGee, Head Sales Manager of Lifetime Insurance. I purchased an expensive life insurance policy for my family and myself lately, and she promised a 50% discount on my annual car insurance as an incentive (to purchase). However, I have not (had/received) any reduction in my monthly car insurance payments. After, I just call(ed) to Lifetime’s service number for assistance, but they were unable to provide any assistance or clarification on this matter. Therefore, I would like you to explain this problem as soon as possible.SincerelyLee Sae-ranDear Mr. Randy McGee, I recently purchased a life insurance policy for me and my family from Lifetime Insurance. For the purchase, I was promised a 50% discount on my annual car insurance as an incentive of purchasing the life insurance policy. However, after then, I have not got (had/receive) any reduction in my monthly car insurance payments. I did call the service number for assistance, but the agent who responded was not able to provide any assistance or clarification about the matter. There has been no progress made about my inconvenient situation. If this unpleasant situation persists, I will inevitably have to cancel my life insurance policy contract. What I want to request is 50% discount on my car insurance bills from the date of life insurance policy. I would appreciate the action to be done as soon as possible, at least within 10 business days. If you need contact me for further process, please contact me through this email. I look forward to hearing from you soon. Sincerely, Chae So(-)hyunI am writting to complain about the (whose) car insurance payments (not precise). I (recently) purchased an expensive life insurance policy recently. I was promised a 50% discount on my annual car insurance as an incentive. However, I have not had a reduction in my monthly car insurance payments. I am unsatisfied with it. I want assistance or clarification on the matter. I want it in this month.(informal phrasing) If you have any further questions, please do not hesitate to contact me. (name?)I am writing to complain about the life insurance I have subscribed to from you. Firstly, I received this month's bill, the monthly (car insurance) payment of car insurance has not decreased. At first, I hesitated a lot because the insurance you introduced was more expensive than I thought. However, despite the expensive insurance,(the terms were explained to me) I was explained about the terms and conditions by you for the future of me and my family. Furthermore, I decided to sign up after hearing about the 50 percent annual discount on auto insurance that you suggested to ease my burden. Secondly, I called the agency, but I didn't receive any support or explanation for this matter. I'm upset that this problem is treated as if it's not important to your company. If you see this mail, please give me a discount on last month's car insurance fee as promised within three days. Also, please make a formal apology from Lifetime Insurance, which has been (consistently irresponsible) consistent in an irresponsible attitude. If you have any further questions, please do not hesitate to contact me.(name)Dear, Randy McGee(,)I am writing to complain about the life insurance policy which I recently purchased for me and my family. Firstly, you promised a 50％ discount on our annual car insurance as an incentive by buying life insurance policy. However, you have not reduced our monthly car insurance payments. Also, your company service agent did not give a clear solution on this matter. As a result, I would like a full refund untill (by the) end of this week. If you have any further questions, please feel free to ask.Sincerely,Yu Min-ahI'm writing about complaints (to complain) that I didn't get the promised incentives. (rewrite - refer to student examples and sample paragraph) I purchased a life insurance policy, and I am(verb tense) promised to give a 50% discount on annual auto insurance as an incentive to get a life insurance. However, I have not had a reduction in my monthly car insurance payments. I called the service number of Lifetime for assistance, but the responding agent could not provide assistance or explanation for the problem. I want to hear an explanation of this problem as soon as possible and get a discount.(informal phrasing – refer to vocabulary review activity) If you have any further questions or require further information, please do not hesitate to contact me. Sincerely,Choi Seoyoung ................
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