General Training Writing Task 1 Sample 12 - You have bought a new mobile phone and it has stopped working

IELTS Letter Writing / GT Writing Task 1:

You should spend about 20 minutes on this task.

You have bought a new mobile phone and in a few days of purchase, it has stopped working. You have spoken to the company representative a week ago but it 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 the company to take.

Write at least 150 words.


Model Answer 1:

Dear Sir/Madam,

I am writing to bring to your attention a problem that I am facing with your warranty service on the purchase of a mobile phone ‘Samsung Galaxy’ from one of your stores. Allow me to elaborate.

The mobile phone worked fine for the first few days, but as soon as I started using Skype on it, it suddenly froze and stopped working at all. Since this phone was covered with a 3-year warranty, I immediately sent it back to your store on Madison Avenue on 20th May. The customer service representative intimated me that the phone will be repaired in few days, and will be dispatched to my home address. But to my dismay, when I spoke to the sales representative a week ago, I was shocked to discover that they had not even sent the phone to the repair store yet. Because of this, I have not been able to attend any of my Skype conferences up until now.

As per the contract, I am entitled to get my cell phone replaced as it has not been repaired in the 5 days from the date that I claimed warranty. Therefore, I expect you to ship me a brand new cell phone.

I anticipate prompt action.


Muhammad Sameed

[ Written by Sameed ]


Model Answer 2:

Dear Sir/ Madam,

I am writing to inform you about the faulty mobile phone that I have purchased from your store.
I'm Mr X, I am a regular customer of your company. On the 8th of July, I bought a brand new Nokia N95 mobile. However, upon one week of using it, problems started to appear. The flash of the camera is no longer working. Also, the monitor is getting blurred which makes it difficult for me to see the SMS messages clearly. I was very surprised to discover such problems in quite an expensive model.
Naturally, I returned the mobile phone in your store to be replaced with a new one. One of your sales staff members told me that they will send it to me at my home address within one week. However, two weeks have gone without receiving any replacement. I am very upset with your poor service.

In this regard, I insist on getting a refund of my full payment if the replacement will not come within another week.
Yours faithfully,
Joseph Mark.
Sample Answer 3:

Dear Sir/ Madam,

I am writing to you to apprise you of a faulty mobile purchase.

I am Preeti Ghuraiya, the resident of Bangalore and I bought a Samsung Note 2 16GB mobile from one of your authorised dealers at the city centre on 1st of Dec, 2014. Though, I properly checked the mobile while purchasing but merely after few days, problems that started to arise.

The mobile camera suddenly stopped working and I am also experiencing an issue with the touchscreen.
I haven't store much data on the phone but then also the mobile speed (performance) has reduced drastically as compared to when I bought it. I did report this issue to your customer care, 1 week ago, and I was promised that the phone would be collected and repaired. Complaint number: sum123.However, no action was taken.

I would highly appreciate if you could look into this matter. My phone is still under warranty and I would like you to replace this faulty set with a new one.
Please find enclosed the copy of purchase bill.

Looking forward to a swift action on this.


[ Written by - Preeti ]

Sample Answer 4:

Dear Sir,

I am writing you this letter to register my complaint regarding a cell phone that I purchased two weeks back.

Half a month back I came at your authorised shop situated in Park Lane and I purchased a new Samsung Galaxy S6 mobile phone with one year warranty. Before that, I have been coming to your shop for purchasing other electronic gadgets. However, this experience has been quite bitter for me as just after ten days the mobile stopped functioning and despite my number of attempts, I couldn’t switch it on. Immediately, I visited your sales centre, explained the staff present there about the issue and submitted my set for claiming warranty. The representative promised that the mobile phone will be repaired and delivered at my home within 2 to 3 days. Unfortunately, the promise has not been fulfilled and my awaiting period hasn’t finished yet.

I expect that you will immediately look into this matter and try to amicably resolve this. Either your company should return the set repaired or if it is not possible due to any critical problem I am eligible for the new set as per terms and condition of warranty.
I hope to have an urgent action.

Yours faithfully,
Mubashir Noorani

[ Written by -  Mubashir Noorani ]
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+9 # Nima 2015-06-24 07:26
To the manager of XYZ company,

My name is Nima Mirabedini and I am one of your customers. My shopper ID card number is 2535. I am writing this letter to complain your company’s customer services.

Last week on 4th June, I bought a mobile phone of Sony Xperia model: S, with one year’s conditional warranty. Unfortunately, its battery was very poor in performance and was discharging very rapidly and the LCD screen of the cell phone had two scratches. I immediately contacted to your customer service and sales department and one of the employees there said, he will need 4 days to repair it. I suppose you can imagine my disappointment when I found my device in this condition and with poor performance. As I have bought the phone only very recently, I deserved a full replacement but what I got war repairing!

To my utmost dismay, after one week, it was not repaired and nobody from the customer service department answered my queries correctly. I need my phone to be replaced or repaired very urgently. I am going to go to Spain next week to attend a business meeting and if I don’t get my cell phone back by then, I will complain about your customer service to the Sony distributor. Another issue: your accountant called me and said, “I need to pay the repair cost first and that was only yesterday”. This is insane as my phone has a valid guaranty for 1 year.

I am waiting to hearing from you as soon as possible and I believe this matter deserves your urgent attention.

Sincerely Yours
Nima Mirabeidni
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