Letter of Complaint About an Unrepaired Mobile Phone

  • Smartphones
  • Customer service
  • Complaint
  • Request

You have bought a new mobile phone and in a few days after purchase it has stopped working. You spoken to the company representative a week ago but the phone has still not been repaired. Write a letter to the company. In your letter – introduce yourself – explain the situation – say what action you would like to company to take.

Annotated response

1 correction note

Dear Sir or Madam, I purchased a smartphone a month ago from your store in the Abbey Avenue Complex and was very thrilled to own this particular model. Unfortunately, after only a few days, the phone stopped working and even after claiming the warranty, I have not heard anything from the store. I am hoping that you will replace the faulty phone with a new one. In relation to the specifics of the order, I purchased a Samsung Galaxy S23 Ultra, 512 GB RAM and smartphone from the Abbey Avenue Complex showroom on 09th June. The phone worked as expected during the first two weeks and then suddenly malfunctioned. Firstly the camera stopped working and later the touchscreen became irresponsive. The phone is now unusable. Please find enclosed a copy of the purchase bill. I did report the issue to your customer care department a week ago and returned the faulty phone to your store. I was promised that a new phone would be sent to my home address within three days. However, I have not received it yet or heard anything from customer care. I would highly appreciate it if you could look into this matter. I have a valid replacement warranty and I would like you to replace this faulty product with a new one. Otherwise, I would be forced to complain to the Consumer Protection Authority. Looking forward to your response and kind cooperation. Yours faithfully, Preeti Zinta

Overall assessment

Why this response received Band 7.0

The letter communicates a clear request for a replacement and explains the unsuccessful follow-up. Its main problems are the conflicting descriptions of when the fault appeared and the absence of paragraph divisions. A more explicit introduction and a clearer product description would also improve precision.

IELTS criteria

How each score was decided

Task Achievement

6.5

The letter explains a complaint and asks for a replacement, but the account says both that the phone failed after a few days and that it worked for the first two weeks. That timeline needs to be consistent. The writer is introduced as a customer, with the name only in the signature.

Coherence and Cohesion

5.5

The account broadly follows the purchase, fault and follow-up, but the entire letter is presented in one continuous paragraph. Separate the main stages and the closing so that the request is easier to follow.

Lexical Resource

7.5

Vocabulary is flexible and mostly precise for a formal complaint, though occasional imprecision appears in '512 GB RAM and smartphone' and 'irresponsive'.

Grammatical Range and Accuracy

7.5

Complex clauses, varied tense forms and passive constructions are generally controlled. The incomplete product phrase 512 GB RAM and smartphone is awkwardly assembled, but most sentences convey the complaint clearly.

More responses with feedback

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