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

6 correction notes

Dear Sir or Madam,

Recently, Just two weeks ago, I bought a Brand new Xiaomi Redmi Note 8 smartphone from one of your reputed retail outlet stores . I was delighted to purchase it, but within a week, the purchase of my dream phone turned into a nightmare when all of a sudden , and the display stopped responding. As per the replacement warranty, I am hoping you will replace it with .

In relation to this purchase, I purchased this gadget from your Eiffel Tower store on December 15, 2021, and paid through . The model of the phone is the Redmi Note 8, which has , 48-megapixel camera, processor, 64 GB internal memory and 6 GB RAM. As my phone is in a replacement warranty period, I immediately contacted Xiaomi Authorised Service Centre in Surat on December 21. The service representative told me that the phone will be checked and as a replacement a brand new phone will be delivered to your address very soon. But I was absolutely shocked when this person told me that the phone had not been checked yet! Because of this, I am facing communication issues in my business.

So as per contract, I am entitled to a one-year replacement warranty. I am hoping you will replace it with immediate effect. Otherwise, I would be forced to seek legal advice .

Thank you in advance for your cooperation and action.

Yours faithfully,

Overall assessment

Why this response received Band 7.0

The letter is detailed and persuasive, with strong relevant detail about the purchase, the fault, and the failed service experience, and it maintains a suitably formal complaint tone throughout. Its main limitation is that the opening bullet is only weakly fulfilled, since no self-introduction is actually provided, alongside occasional language slips.

IELTS criteria

How each score was decided

Task Achievement

7.0

The letter covers the situation and the desired action with well-developed, relevant detail and a consistently formal register, but the bullet asking the writer to introduce themselves is only nominally addressed, with no actual personal introduction given.

Coherence and Cohesion

7.0

Ideas progress logically from the purchase to the fault, the service failure, and the requested remedy, with cohesive devices such as 'In relation to this purchase' and 'as per contract', though some referencing is slightly muddled when quoting the representative.

Lexical Resource

7.0

Vocabulary is flexible and largely precise for a complaint, including 'replacement warranty', 'entitled to', and 'seek legal advice', with only isolated slips such as 'forze' and slightly inflated phrasing like 'dream phone turned into a nightmare'.

Grammatical Range and Accuracy

7.0

Relative clauses and passive forms show generally good range. There are missing articles in all of a sudden device and has 5.2 inches display, and the latter also needs a singular unit modifier before display. The reference to your address within the reported account is unclear. Retaining will in reported speech is not automatically an error.

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