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

2 correction notes

Dear Sir or Madam, I am writing this letter to for the mobile phone that I purchased two weeks ago from your store. The phone does not turn on just after a week of purchase and I have a valid replacement warranty for the phone. I am hoping that you will replace it immediately. Two weeks ago I purchased a new iPhone 14 Pro mobile phone from your authorised shop in Park Lane. I have visited your shop several other times to purchase different electronic gadgets. However, this time my experience was terribly unpleasant as just after a week, the new phone malfunctioned. I immediately went to your sales centre, explained the issue to the staff and returned my phone for a replacement. The representative promised a new phone in the next two to three days. Unfortunately, eight days have already elapsed and I am yet to receive the new phone. My order number is 257380 and I am attaching a copy of my receipt. I expect that you will immediately look into this matter and try to resolve this. Either your company should replace the phone or refund me the money. Thank you for giving the matter your attention and I hope to hear your reply soon. Yours faithfully, Mubashir Noorani

Overall assessment

Why this response received Band 6.5

The letter explains the fault, the unsuccessful follow-up and the requested replacement or refund in a formal tone. However, the complete text is a single paragraph, and the writer is introduced mainly through purchase history. Clearer grouping and an explicit introduction would improve the letter.

IELTS criteria

How each score was decided

Task Achievement

7.0

The letter achieves a clear, formal complaint purpose and covers the situation and requested action with convincing detail, though the self-introduction is indirect and mostly implied through purchase history rather than stated.

Coherence and Cohesion

5.5

The complaint sequence is understandable, but the entire letter, including its salutation and closing, is one paragraph. The purchase history, fault, previous contact and requested remedy need clearer grouping.

Lexical Resource

7.0

Vocabulary is flexible and natural for a formal complaint, with precise expressions such as 'eight days have already elapsed' and 'malfunctioned', though occasional phrasing is slightly loose.

Grammatical Range and Accuracy

7.0

A good range of sentence structures, including complex forms, is used with generally strong control and only minor errors that do not impede meaning.

More responses with feedback

View all 12 responses (5.0–8.0)