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Sunday, October 24, 2010

WR 2.2. Process of editing a complaint: Catalogue shopping

WR 2.2. Process of editing a complaint: Catalogue shopping 4-5 levels 30-40min

GOAL. To follow the guided comments on the assesment of a complaint.

WARM-UP.

TASK1. Answer the question below on the beginning and ending of its structure.

Q1. From the correlation between heading and ending, which is the pair of:

[Dear Madam, a) sincerely b) faithfully] [Dear Ms Wenson, a) sincerely b) faithfully]

Q2. From the first section, reasons for writing, would you consider these lines appropriate?

I am writing in response to the ............................ I have found in ......................., the product

I bought in your store three weeks ago and about which I would like to comment on.

Q3. Write another opening paragraph: ………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………

………………………………………………………………………………………………………………..

………………………………………………………………………………………………………………..

LANGUAGE PRACTICE

TASK 2. Read the second paragraph of the complaint letter about HealthMax Stepper/ Climber HP and answer the questions below.


First of all, I must say I bought your product because it was often suggested by the mass media, specially by the TV, as the best exercising house equipment in the market with a consistently high standard of packing.

Due to this reasonable statement, which I took it for granted, I frankly believed that buying the HealthMax could be a wise healthy investment although I had to get out quite a big amount of money from my current account for the first payment as I was told.


Q1. Did you have problems in understanding what the learner tried to convey here? ………………

……………… ……………………………………………………………………………………………….

Q2. Underline the words the student will have to correct:

Q3. You need an extra word (a pronoun), check payment and installment in a dictionary.

payment ……………………………………………………………………………………………….

installment ……………………………………………………………………………………………….

TASK 3. Pay attention at these couple of sentences and offer a better phrasing:

1# I bought your product because it was often suggested by the mass media, specially by the TV

………………………………….………………………………….……………………..………

2# buying the HealthMax could be a wise healthy investment although I had to get out [voc] quite a big amount of money from my current account for the first payment as I was told. (about what? by whom?)

………………………………….………………………………….……………………..………

………………………………….………………………………….……………………..………

TASK 4. Read the third paragraph of the complaint letter and answer the grammar activities below.

Unfortunatelly, neither the media saying nor the product standard were totally true so no sooner had I installed the fitness machine than I realised some of its pressed body-building functions didn't work. Furthermore, after 20-day trial more inconveniences appeared such as the electronic workout monitor had suddenly no signal.

Q1. Did you have problems with the punctuation of the first sentence?

Underline the words the student will have to correct. Copy them below:

………………………………….………………………………….……………………..………

Three HINTS: a missing article with a nominal phrase (a pronoun) > ..............................................

split the first sentence > .............................................................................................

use a relative pronoun (that). .....................................................................................

Q2. Study this sentence and offer a better phrasing using ‘when’ or ‘that’:

“... more inconveniences appeared such as the electronic workout monitor had suddenly no signal.”

………………………………….………………………………….……………………..………

………………………………….………………………………….……………………..………

TASK 5. Study how to offer a firm deal and answer the questions below.


learner’s: Having said that and as you can imagine, I am a complete desillusioned and bitterly disappointed customer. However, I would apreciate if you would settle me back the whole money as soon as possible or send me and deliver at home a new HealthMax completely free of charge. I would also strongly recomend doing one of these two actions otherwise I will have to make an appointment to the Complain Customer Agent (CCA) as you can perfectly understand. In a word, we should try to avoid taking unnecessary risks.

edited: Having said that and as you can imagine, I am a complete[ly] desillusioned and bitterly disappointed customer. However, I would ap[p]reciate if you [could refund] (would settle me back) the whole [amount/ sum of] money as soon as possible or send me and deliver at home a[nother] [brand] new HealthMax completely free of charge. I would also strongly recom[m]end doing one of these two actions otherwise I will have to make an appointment [with] to the [Customer Complaint Agency] /Agent Complain Customer Agent (CCA) as you can perfectly understand. In a word, we [??] should try to avoid taking unnecessary risks (why do you use ‘we’ ??).


Q1. Compare the final paragraph in both letters.

Q2. Explain the main corrected mistakes (mostly due to lack of time).

………………………………….………………………………….……………………………………..

………………………………….………………………………….………………………………………..

………………………………….………………………………….……………………………………..

………………………………….………………………………….………………………………………

………………………………….………………………………….………………………………………

………………………………….………………………………….……………………………………..

The satisfaction guaranteed deal.

TASK 6. Read the following explanation about the conventional methods in the U.S.A. and answer the question below:


A) Asking the business directly for a refund or adjustment. That works some of the time. But more and more these days, it doesn’t. As just one example of how bad things are getting, The Federal Trade Commission reports consumer fraud complaints doubled in 2002, from the previous year.

B) Filing a complaint with the Better Business Bureau. The BBB is a private organization that logs complaints. They have no enforcement power, so a business can simply choose to ignore the BBB, and your refund request.

C) Going to Small Claims Court. This is a good idea in theory, because Small Claims Court was set up to protect the consumer and others in disputes where problems can be resolved without your having to hire a lawyer. But, your chances of winning in that situation are slim to none.


Q1. In this paragraph there is a chance to settle the issue. Decide how you could offer a better settling for the studied letter. Write it here:


However, I would appreciate if you would send me back the whole sum of money as soon as possible or better deliver at home a brand new HealthMax completely free of charge. I would also strongly recommend doing one of these two actions.


………………………………….………………………………….……………………..……………………

………………………………….………………………………….……………………..……………………

………………………………….………………………………….……………………..…………………

TASK 7. Improve the last sentence in the text with the veiled menace:


1# Otherwise I will have to make an appointment to the Customer Complaint Agent (CCA), movement you can perfectly understand has not been my first option. In a word, we should try to avoid taking unnecessary risks.


………………………………….………………………………….……………………..……………………

………………………………….………………………………….……………………..……………………

………………………………….………………………………….……………………..…………………

ROUNDING OFF

Compare both letters in the annexes 2 and 3.

FOLLOW UP

Write your own complaint, based on a real situation you have been involved.

Visit the most praised webpage on writing help on line:

the Purdue OWL (Online Writing Lab).

http://owl.english.purdue.edu/owl/

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