Стр.68-69 Unit 5 ГДЗ Комарова Ларионова 10 класс
A In pairs, answer these questions.
- Have you ever bought something online?
- 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
B Read the email which an online shopper sent to an online shop.
- What problem did she have?
- 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.
- This email is about a problem …
- I bought 11 MP3 music files …
- When the job was done …
- I haven’t managed to download anything …
- Give me the MP3 files that I bought…
- Give me back my €11.20 …
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.
- Could you improve the subject line?
- How would you divide it into paragraphs?
- What would you change to make it more formal?
- What other information might you want to know to solve Lee’s problem?
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.
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:
- This email is about a problem … → I am writing to complain about a problem …
- I bought 11 MP3 music files … → I purchased 11 MP3 music files …
- When the job was done … → After I had finished giving all my information …
- I haven’t managed to download anything … → I have been unable to download anything …
- Give me the MP3 files that I bought … → Could you please arrange for the MP3 files I purchased to become available to me …
- 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
