WE COMPLAIN… Useful words and phrases: To complain about the defects… To speak to the manager To check things Proof of the purchase To keep a receipt The manufacturer’s guarantee To change… To read the instructions To switch… on To insert the batteries… To expect … to work To refuse to exchange To give … money back To be aggressive/not to be aggressive Faulty goods To accept repair or replacement What was wrong with the radio? A: Could I help you? С: Yes, please I bought this radio yesterday and it doesn’t work, I don’t know why A: Did you check it yesterday? C: Sure, everything was OK A: Did you buy it here? C: Yes, of course I have a receipt Here you are A: Thank you, that’s OK Well, let me see Did you read the instructions? C: Well, no I didn’t A: To switch it on, you should insert the batteries here, and you have none There are no batteries, that’s the reason I’ll check it now with our batteries Well, it works C: Thanks a lot I understand, it’s my fault Why did the customer return to the shop? C: Good afternoon Could I see the manager? M: I’m the manager What’s the problem? C: I bought the alarm clock yesterday and it isn’t the colour I wanted M: What colour did you want? C: I wanted the blue one and you gave me red! M: Did you check the alarm clock? C: No, I didn’t It said “blue” on the box, but it appeared to be red And I want you to exchange it! M: Did you have the receipt? C: The receipt? I’m not sure I’ll see… No, I can’t find it M: You ought to have kept it! C: Oh, I remember to put it inside the box It must be there M: That’s OK, here it is I’ll change the alarm clock Next time check everything you buy C: Thank you I’ll be very attentive Was the TV set OK? C: Could you help me? A: Yes, please What can I for you? C: I bought the TV set yesterday and it doesn’t work A: Did you buy it in this shop? C: Yes, of course That young man served me A: Did you have a receipt? C: Sure Here it is A: Well, let me see That’s Ok Did you check it here? C: Yes, and it worked well A: Did it work at home? C: No it didn’t I tried to switch it on but it didn’t work A: Did you read the instructions? C: Yes, I did A: Well, I can’t switch it on What would you like to repair it or to replace it? C: I’d like to replace it (pict.-http://bomba.md) Did the customer know the main rules while buying things? C: Could I speak to the manager? M: It’s really a problem Do you remember who M: Yes, of course What’s the problem? served you? C: I bought this calculator yesterday and it doesn’t C: No, I don’t remember work M: It’s a pity But I can’t help you You have no M: Could I see your receipt? receipt, no guarantee check I can’t exchange the C: Well, I think I threw it away calculator Be attentive next time and keep all the M: Then the guarantee, please It was in the box receipts when you buy something C: No, I haven’t it I threw it away too C: Oh, it’s my fault, but…