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 am Emilly Brooks, and I am writing to you regarding a recent purchase I made from your company. I purchased a new iPhone 15 Pro mobile phone from your store last week. Unfortunately, I am disappointed to report that the phone has stopped working after just a few days of use. I am hoping that you will replace the mobile with a new one or refund my money immediately.

I contacted one of your company representatives about this issue a week ago, explaining the situation and seeking assistance. However, I have not received any update or resolution since then. As a loyal customer of your brand, I am concerned about the lack of response and the inconvenience caused by the malfunctioning device.

I kindly request that you take immediate action to address this matter. I would highly appreciate it if you could arrange for the replacement of the defective phone as soon as possible, and if that is not possible, please refund the money I paid to purchase it. Additionally, I would like to request compensation for the inconvenience caused by the malfunctioning device and the delay in resolving the issue.

I trust in your commitment to customer satisfaction and hope for a swift and satisfactory resolution to this matter soon. Otherwise, I will be forced to take legal action if I do not hear from you in two weeks.

Thank you for your attention to this issue.

Yours faithfully,

Emilly

Overall assessment

Why this response received Band 7.5

The letter is a clear formal complaint with a developed explanation and explicit requests for a replacement or refund. The conditional statement about further action is consistent with seeking a satisfactory response first. The surname should be consistent between the introduction and signature, and some repeated phrasing could be shortened.

IELTS criteria

How each score was decided

Task Achievement

7.5

The letter introduces the writer, explains the failed phone and unanswered complaint, and requests a clear remedy. The surname changes from Brooks in the introduction to Brook in the signature, creating an avoidable inconsistency in the customer’s identity.

Coherence and Cohesion

7.5

Ideas progress logically from introduction to situation to requested action using varied cohesive devices, though some linking and repetition of 'malfunctioning device' feels slightly mechanical.

Lexical Resource

7.5

Vocabulary is flexible and largely precise for a complaint context, with only occasional formulaic collocations such as 'I would highly appreciate it' limiting full naturalness.

Grammatical Range and Accuracy

7.5

A good range of complex structures, including conditionals and relative clauses, is used with generally strong accuracy and only minor slips.

More responses with feedback

View all 12 responses (5.0–8.0)