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Making a Complaint

Sam bought a new TV online three weeks ago. He has experienced some problems with the TV, so he calls the customer services department to complain…

Customer Services Advisor: Good afternoon, Southwest Electrics, how can I help you?

Sam: Hi, I bought a TV from your online shop 3 weeks ago. There seems to be a problem with the screen. The picture keeps breaking up on all the channels and it’s getting worse…

Customer Services Advisor: I’m very sorry to hear that. Can you give me some more details about the TV please? Do you have the order number ?

Sam: Yes, my order number was BN007432. It’s a 40-inch Samsung smart TV.

Customer Services Advisor: Thank you. OK… yes, I have your details now. Have you tried disconnecting and then reconnecting all the leads?

Sam: Yes, that didn’t help…

Customer Services Advisor: Have you checked your internet connection is stable?

Sam: Yes, it’s working perfectly…

Customer Services Advisor: OK, I see… We’ll have to send an engineer to have a look at your TV. And, if you need a replacement, we’ll send it as soon as possible. What about tomorrow morning? Does that suit?

Sam: Yes, what time?

Customer Services Advisor: Our engineer can come at 10 tomorrow morning - Is that OK?

Sam: Yes, that suits fine… thank you for your help.

images related to the title of the conversations
Making a Complaint


Phrasal verb
Example sentence
To run up against

To experience something difficult and unexpected.

The politicians ran up against strong opposition from the people.

To wrestle with

To try very hard to deal with a problem or a difficult situation.

I wrestled with the decision for a few months before deciding to quit.

To think through

To carefully consider the possible results of doing something.

I need some time think this through before making a decision.

To knuckle down

To start working or studying harder.

He’s going to have to knuckle down if he wants to pass the course.

To talk over

To discuss a

problem or situation

with someone.

We talked over the

issues in the

meeting before

making a decision.

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