The customer complains to a store representative about a watch he purchased two weeks ago that is already having problems. The alarm on the watch does not work and the strap leaves a green mark on his wrist. Although the watch is still under the store's guarantee, the customer is disappointed with the quality for the price he paid. He asks to have the watch replaced rather than receiving a refund.

1. EXPRESSING COMPLAINING BY SIMOhamed Elmoussaoui

2. A Complaint Tim : How can I help you sir? Customer : It's about this watch. Tim : What seems to be the problem? Customer : The alarm doesn't work and the strap leaves a green mark on my wrist when I take it off. Tim : Have you worn the watch in the shower perhaps sir? Customer : No and I only bought it two weeks ago. It's still under guarantee but I must say, for the amount of money I paid for it, I'm very disappointed. Tim : I'm so sorry you've been inconvenienced. Would you like a refund? Customer : No, I'd rather have the watch replaced please. Tim : Right, well, I'll just take down your purchasing details and we'll get this watch changed for you in no time at all.

3. A Complaint Tim : How can I help you sir? Customer : It's about this watch. Tim : What seems to be the problem? Customer : The alarm doesn't work and the strap leaves a green mark on my wrist when I take it off. Tim : Have you worn the watch in the shower perhaps sir? Customer : No and I only bought it two weeks ago. It's still under guarantee but I must say, for the amount of money I paid for it, I'm very disappointed. Tim : I'm so sorry you've been inconvenienced. Would you like a refund? Customer : No, I'd rather have the watch replaced please. Tim : Right, well, I'll just take down your purchasing details and we'll get this watch changed for you in no time at all.

4. New Vocabulary under guarantee: if something you buy breaks or stops working soon after you buy it, a shop or company promises to fix it or give you your money back a refund: money that a shop or company gives back to you if you return something you bought from them in no time at all: soon replace: change for another similar one

5. Written Complaints: Usually written complaints use quite formal English: I'm writing to complain about the poor quality of service we received in your hotel recently. I'm writing to complain about the poor quality of service we received in your hotel recently. I wish to complain about the inconvenience and delay I experienced on my recent train journey from London to Brighton. I was very disappointed when , after only two weeks, my washing machine broke down. We ordered a blue sofa however you sent us a green one. The first problem was that there weren't enough seats for our party to sit together and the second problem was that we had to wait more than an hour to be served. We were promised a non-smoking room but when we arrived, we were told that your hotel didn't have any non-smoking rooms.

6. Spoken Complaints: Usually spoken complaints are less formal than written ones. It's about this stereo. I'm really not happy with this shirt. It just broke down a few days ago. I'm not satisfied with the service here. Well, first the radio didn't work and then the CD stopped working.

7. Asking for action: I'd like a refund please. I'd be grateful if you would replace this stereo immediately. I would appreciate your sending me a replacement as soon as possible. Please let me know what you intend to do about this situation.

8. There are a number of formulas used when complaining in English. I'm sorry to have to say this but... I'm sorry to bother you, but... Maybe you forgot to... I think you might have forgotten to... Excuse me if I'm out of line, but... There may have been a misunderstanding about... Don't get me wrong, but I think we should...

9. Read these sentences and give the complaints! Your neighbour always have noisy parties. 1

10. 2 Your uncle’s dog barks all night.

11. 3 The hotel has a bad customer service.

12. Take Home Assignment In pairs, make a short dialogue expressing complaining. Choose one of the topics given: Your sister’s children are really naughty. There is always trash in front of your neighbour’s house. The travel guide is very impolite. The delivery charges is so expensive. You got the wrong order. Submit it on my desk tomorrow. Practice it on the next meeting.

13. Thank You…….