Making a Complaint

L. – Linda, A. – Alena

A.: Hello, Alena Novak speaking.

L.: Hello, Alena. It’s Linda Matthews at Logistics International here.

A.: Hello, Linda. How are things in Glasgow?

L.: Well, not so good. Unfortunately, there’s a problem with the latest shipment.

A.: Oh, I’m sorry, Linda. What seems to be the problem?

L.: We ordered your special premium paper for our copiers and printers a week ago, but we’ve received the wrong paper, and we have some very urgent orders coming up.

A.: Right, I understand your situation. Of course you can’t send out your material with the wrong paper.

L.: No we can’t, and our deadlines are approaching.

A.: OK, Linda, I realize this is a priority for you so I’ll see to it immediately. May I just ask you a few questions first?

L.: Yes, sure.

A.: What exactly do you mean by the wrong paper? I mean, is this the thickness, the size, the colour, or the quality?

L.: Actually, the major problem is that the paper has a watermark that’s not ours. Also, the paper’s standard white instead of cream white as ordered.

A.: Right, and can I just ask one more thing? I see from my documents that you also ordered shipment of standard white paper. Is that correct?

L.: Yes, that’s used for internal documents. But we ordered the other type of paper last week.

A.: Of course. There must have been a mix-up. I’ll speak directly with Production and arrange a special delivery to you by 10 a.m. tomorrow. Would that suit you?

L.: That’s fine. I think we can wait until then. Can you guarantee that delivery time?

A.: Yes, absolutely!

L.: We really can’t afford any more problems.

A.: I understand. I’ll make sure the shipment is at your location no later than 10 a.m. tomorrow. I’ll also fax you a copy of the original order. Could you please fax it back to me immediately with your signature for confirmation?

L.: Yes, that’s no problem.

A.: Thanks, Linda. I’m really sorry about this and I’ll personally make sure you get the right paper tomorrow.

L.: Thanks, Alena. Bye.

A.: Bye, Linda.

3. Make up dialogues based on the following assignments:

1. Phone the customer services hotline of a producer of brand goods and complain that the quality of a brand good that you bought was not what you had expected or that a brand good you paid a lot of money for is available for much less in a street market.

2. You have received the first lot of the goods from Green & Co. and found that the quality of the goods is inferior to that of the samples on the basis of which the contract was made. Phone Mr. Green and discuss the matter with him.

3. Get in touch with your Sellers and tell them that you cannot put into operation the machines delivered by them under Contract No 325 as the case with drawings and assembly instructions arrived completely damaged. Ask them to send these documents to you as soon as possible.

3. Read and translate the text: Not Satisfied

An elderly spinster bought a television set in a department store. A few weeks later the adjustment manager of the store received the following letter from this lady:

“Dear Sir: The television set I bought in your store works all right, but the program is very bad. Could you exchange the set for one with a better program?”