16188 we complain

WE COMPLAIN…
1. Useful words and phrases:
To complain about the defects…
To speak to the manager
To check things
Proof of the purchase
To keep a receipt
The manufacturer’s guarantee
To change…
To read the instructions
To switch… on
To insert the batteries…
To expect … to work
To refuse to exchange
To give … money back
To be aggressive/not to be aggressive
Faulty goods
To accept repair or replacement

2. What was wrong with the radio?
A: Could I help you?
С: Yes, please. I bought this radio yesterday
and it doesn’t work, I don’t know why.
A: Did you check it yesterday?
C: Sure, everything was OK.
A: Did you buy it here?
C: Yes, of course. I have a receipt. Here you
are.
A: Thank you, that’s OK. Well, let me see. Did
you read the instructions?
C: Well, no I didn’t.

A: To switch it on, you should insert the
batteries here, and you have none. There are no
batteries, that’s the reason. I’ll check it now
with our batteries. Well, it works.
C: Thanks a lot. I understand, it’s my fault.

3. Why did the customer return to the shop?
C: Good afternoon. Could I see the manager?
M: I’m the manager. What’s the problem?
C: I bought the alarm clock yesterday and it isn’t the
colour I wanted.
M: What colour did you want?
C: I wanted the blue one and you gave me red!
M: Did you check the alarm clock?
C: No, I didn’t. It said “blue” on the box, but it
appeared to be red. And I want you to exchange it!
M: Did you have the receipt?
C: The receipt? I’m not sure. I’ll see… No, I can’t find
it.
M: You ought to have kept it!
C: Oh, I remember to put it inside the box. It must
be there.
M: That’s OK, here it is. I’ll change the alarm clock.
Next time check everything you buy.
C: Thank you. I’ll be very attentive.

4. Was the TV set OK?
C: Could you help me?
A: Yes, please. What can I do for you?
C: I bought the TV set yesterday and it

doesn’t work.
A: Did you buy it in this shop?
C: Yes, of course. That young man served me.
A: Did you have a receipt?
C: Sure. Here it is.
A: Well, let me see. That’s Ok. Did you check it
here?
C: Yes, and it worked well.
A: Did it work at home?
C: No it didn’t. I tried to switch it on but it
didn’t work.
A: Did you read the instructions?
C: Yes, I did.
A: Well, I can’t switch it on. What would you
like to repair it or to replace it?
C: I’d like to replace it.

(pict.-)

5. Did the customer know the main rules while buying things?
C: Could I speak to the manager?
M: It’s really a problem. Do you remember who
M: Yes, of course. What’s the problem?
served you?
C: I bought this calculator yesterday and it doesn’t
C: No, I don’t remember.
work.
M: It’s a pity. But I can’t help you. You have no
M: Could I see your receipt?
receipt, no guarantee check. I can’t exchange the

C: Well, I think I threw it away.
calculator. Be attentive next time and keep all the
M: Then the guarantee, please. It was in the box.
receipts when you buy something.
C: No, I haven’t it. I threw it away too.
C: Oh, it’s my fault, but….