Стр.68-69 Unit 5 ГДЗ Комарова Ларионова 10 класс

Приведем выдержку из задания из учебника Комарова, Ларионова 10 класс, Русское слово: Writing: a formal email of complaint
A In pairs, answer these questions.
1 Have you ever bought something online?
2 What are some of the problems you might have with shopping online rather than face to face? Think about:
• security
• customer service delivery
Subject: Pure based music download problem Dear Sir or Madam,
I am writing to complain about a problem with the music downloads section of your online shop.
Yesterday, I purchased 11 MP3 music files from your online shop and paid 11.20 pounds for them using my father’s credit card. After I had finished giving all my information, the site directed me to a page with links where I was supposed to download the music that I had purchased. However, none of the links worked. As a result, I have been unable to download anything, even though you have charged my father’s credit card.
Could you please arrange for the MP3 files I purchased to become available to me as soon as possible, or arrange for me to receive a refund of 11.20 pounds, which is the amount I paid?
I look forward to hearing from you very soon.
Yours faithfully.
Anne Lawson
Formal and informal language
В Read the email which an online shopper sent to an online shop.
1 What problem did she have?
2 What does she ask for?
C Anne Lawson doesn’t know the person she is writing to. so she has used a formal style. Read her email again and find how she has said the following in a more formal way.
1 This email is about a problem …
2 I bought 11 MP3 music files …
3 When the job was done …
4 I haven’t managed to download anything …
5 Give me the MP3 files that I bought…
6 Give me back my €11.20 …
Content and organization
D Here is another email message which the online shop received on the same day. What does this customer complain about?
E In pairs, improve Lee’s email.
1 Could you improve the subject line?
2 How would you divide it into paragraphs?
3 What would you change to make it more formal?
4 What other information might you want to know to solve Lee’s problem?
An improved email:
Dear Sir or Madam,
I am writing to complain about a problem with some books I ordered from your website.
On 15th January I ordered eight books from your online store. Today, when they arrived, I noticed i only three of the books that I had ordered where in the box. Five of the books I had ordered were not in the box. In addition, there were three books i in the box I had not ordered (see below for a list of the books concerned).
Could you please arrange for the five books I have ordered which did not arrive to be sent to me as soon as possible, or arrange for me to receive a refund? Could you also let me know what I should do with the three books I did not order that were sent to me?
I look forward to hearing from you very soon.
Your faithfully, I
Lee Jones
Planning and writing
F Anne Lawson received this reply to her email.
She was not happy with it! Read it and write an answer (100-140 words) for Anne. Use the ideas from the exercises and language from the Language chunks box to help you. *Цитирирование части задания со ссылкой на учебник производится исключительно в учебных целях для лучшего понимания разбора решения задания.

Ответ

1. She had a problem with the music download links on the online shop’s website.

2. She asks for the MP3 files to be made available or for a refund of £11.20.

Formal phrases:

1. This email is about a problem … → I am writing to complain about a problem …
2. I bought 11 MP3 music files … → I purchased 11 MP3 music files …
3. When the job was done … → After I had finished giving all my information …
4. I haven’t managed to download anything … → I have been unable to download anything …
5. Give me the MP3 files that I bought … → Could you please arrange for the MP3 files I purchased to become available to me …
6. Give me back my £11.20 … → … or arrange for me to receive a refund of £11.20 …

3. Lee complains that he ordered eight books, but only three arrived, and three books he did not order were sent instead.

4. An improved email:

Dear Sir or Madam,
I am writing to complain about a problem with my book order from your website.

On 15th January I ordered eight books from your online store. Today, when the parcel arrived, I noticed that only three of the books I had ordered were in the box. Five of the books I ordered were missing. In addition, there were three books in the box that I had not ordered.

Could you please send me the five missing books as soon as possible, or arrange for me to receive a refund? Could you also let me know what I should do with the three books that were sent to me by mistake?

I look forward to hearing from you soon.
Yours faithfully,
Lee Jones

5. Sample answer for Anne:

Dear Sir or Madam,

I am writing to complain about the reply I received to my previous email. I am very disappointed with the service I have received from your online shop.

As I explained before, I purchased 11 MP3 music files from your website and paid £11.20 using my father’s credit card. However, the download links did not work, so I was unable to download the music I had bought.

I would be grateful if you could either make the files available to me immediately or refund the full amount of £11.20. Please deal with this matter as soon as possible.

I look forward to hearing from you soon.
Yours faithfully,
Anne Lawson