|Sailokesh Reddy Padala||9.0||15:20|
|5||Nguyen Phong son||9.0||15:30|
|7||Ho Ngoc Anh||9.0||15:36|
|10||Nana Korkor senior Anokyewaa||9.0||15:42|
Complete the instruction page.
Write NO MORE THAN TWO WORDS AND/OR NUMBERS for each answer.
Example: electric motorcyle
Model Number: 1
The motorcycle should travel 2 km, provided that the battery is charged for 3 when the gauge falls below 4 volts. The battery weighs 5 kg, so care is needed when removing it for charging.
Note: Gauge is similar to needle in this case; under and below are interchangeable.
Complete the form.
Write NO MORE THAN TWO WORDS AND/OR A NUMBER for each answer.
Name: Jessie 6
Type of Complaint: 7
Address: No. 45 8
Ph. No.: 9
Best Time to Ring: 10
You will hear a customer phoning a company representative to complain about her new purchase.
Cust Hello. Is this the Dynamo Motorcycle company?
Rep Yes, it is. How can I help you?
Cust Well, I have an instruction manual here for your new electric motorcycle, but I’m not satisfied with the purchase at all.
Rep Well, I’m sorry to hear that. But don’t worry; I’m sure we can sort this out. Before we do anything, can you tell me the model number?
Cust Ah, at the top of the instruction manual here, it gives the model number R-T-Y-34.
Rep ... rrrrr... T-Y-34. Okay. Now, what’s the nature of your complaint?
Cust It’s many things, actually. The biggest problem is that you say in your manual that the battery will take the motorcycle 30 km.
Rep That’s right.
Cust Well, it’s lucky to take me eight! The battery is usually flat by then, often leaving me stuck at the side of the road.
Rep Are you sure you’re charging it correctly?
Cust I’m fairly sure. I follow all the instructions, and plug it in for a long time.
Rep And are you sure you charge it for the required three hours?
Cust I charge it until the charging light goes off, and that’s two hours, so that should be enough. And, there’s
a serious design fault with this motorcycle. When you’re riding it, there’s no meter to show you how much power is left, so you actually don’t know when the machine is going to stop working.
Rep There’s a voltage gauge.
Cust Yes, but that tells you nothing. The needle fluctuates about from 55 to 45, so whatever it says is meaningless.
Rep According to the manual, you’re meant to charge the battery if the needle falls under 50 volts.
Cust But even when you charge it, it can go below 45! As I said, the needle just waves all over the place. The result is that I’m always worried that the bike will leave me stranded in the middle of nowhere.
Rep Well, I’m sorry about that.
Cust Sure, but what are you going to do about it?
Rep Unfortunately we don’t have a refund policy, but if you take the bike to one of our shops, our
mechanics will look at it. Perhaps there’s a problem that we can fix - the gauge, for example.
Cust The other problem is the battery. I actually weighed it, and it’s almost six kilograms, yet you say in
your manual that it weighs only three. I can barely pick the thing up. So it’s not three kilograms at all.
Rep Maybe you purchased the wrong model by mistake.
Cust I doubt that very much. Basically, I think I’ve been defrauded, and I’d like to know what you’re going to do about it.
Rep Alright, I’ll put you through to our complaints department.
Rep Complaints department here. Apparently you have a complaint.
Cust Yes, I do, Let me tell you all about...
Rep It’s... it’s alright. Our representative has already informed me about your problem. It’s probably just a misunderstanding. I’m sure we can work something out. Right now, I need to take down some details.
Rep Can I have your name please?
Cust Jessie Parkinson. That’s J-E-double S-I-E. And Parkinson. P-A-R-K-I-N-S-O-N. Parkinson! Rep Alright, what shall we list this complaint under? Parts, service, or performance?
Cust Well, the meter isn’t accurate at all. So that’s ‘parts’, isn’t it?
Rep Yes, perhaps, but you do feel more generally that the motorcycle doesn’t meet the operational standards as advertised, so it’s probably better to tick ‘performance’ here.
Cust Can we tick both: parts and performance?
Rep No, we can only tick one, so let’s not call it parts. We’ll go with ‘performance’. Now, we may post some further forms and questionnaires to you, so would you mind giving me your address?
Cust Certainly. It’s 45 Melrose Road.
Rep Melrose. M-E-L, and‘rose’. Okay. Now, your phone number?
Cust Just use my mobile phone. That’s 0-9-2-8-982-453.
Rep 4-5-3. Okay. And if we have any follow-up questions, what time is best for ringing you? Morning? Afternoon? Night time?
Cust Well, I work, as a secretary, from 9 to 5, but I do get a lunch break which gives me some free time. This break used to be 12.30 to 1.30, but then it changed to an hour later, so it’s best to ring me at 2 pm since the break now starts at 1.30.
Rep Alright! Ah, that’s all for now. We just need to do our own investigation, and we’ll probably ring you back tomorrow. I’m sure we can get to the bottom of this.