GT 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.

You do NOT need to write any addresses.

Begin your letter as follows:

Dear Sir or Madam, 


Model Answer 1:

Dear Sir or Madam,

Two weeks ago I purchased a brand new mobile phone from your shop. I was excited to have purchased it but very disappointed to find that the phone was poorly produced and stopped working within a week of purchase. I have talked to one of your representatives over the phone twice but nothing has been done so far. I am hoping you will replace it immediately.

In relation to the specifics of the order, I purchased this mobile phone from your Davidsons Avenue store on September 23rd and it was a cash purchase. The model of the mobile phone is OnePlus 6 and it comes with 6.28 inches display, Android 8.1 (Oreo) OS, 16 Megapixel camera, 6 GB RAM and Octa-core processor. The order number is 25789652 and I am attaching a copy of my receipt.

The issue with the phone is that I am unable to start it even after the phone is fully charged. It is dead and unusable for me.  I’m sure this is a manufacturing flaw and I am entitled to get a new phone as a replacement according to the warranty policy. Despite my communication with one of your representatives a week ago, nothing has been done and I seriously doubt the after-sale service you provide.

As a solution, and because I really like the functionality and features of this phone, I am hoping that you will agree to replace it with a new one immediately. Otherwise, I would like a full refund and I will be contacting the Bureau of Consumer Protection if I do not hear back from you in regards to this within a week.

Thank you for giving the matter your attention and I hope to hear your reply soon.

Yours faithfully,

David Miller


Model Answer 2:

Dear Sir or Madam,

I purchased a brand new Samsung Smartphone from one of your stores. I was delighted to purchase it but frustrated to find that it stopped working in a few days of use. I am hoping you would replace it with a new one as I am entitled to a two-year replacement warranty.  

I purchased a Galaxy Grand Prime Plus mobile phone from your Madison Avenue store on 24th September. The phone worked fine for the first week, but then suddenly froze and stopped working. Since I have a valid replacement warranty, I immediately sent it to your store on Madison Avenue on 2nd October. The customer service representative promises me that the phone will be checked and a new phone will be dispatched to my home address soon. But to my dismay, when I spoke to this person two days ago, I was shocked to discover that the phone has not been checked yet! Because of this, I have been without a smartphone for which I have paid a good amount of money.

As per the contract, I am entitled to get my cell phone replaced.  Therefore, I expect you to ship me a brand new cell phone within a week. Otherwise, I would be forced to seek legal advice.

Thank you in advance for your cooperation and actions.

Yours sincerely,

Muhammad Sameed

[ Written by Sameed ]


Model Answer 3:

Dear Sir or Madam,

I am writing to notify you that I have recently purchased a brand-new mobile phone from your store and it stopped working after a week. I want you to replace this mobile phone with a new one as per the warranty clauses.

Thee weeks ago I purchased a brand new Nokia 6.1 Plus mobile phone from your Broadway Avenue store. I was excited to have it but soon disheartened to find that it was a faulty product that stopped working just after a week's use. The problem with the mobile phone started to appear on 25th May and it is completely unusable now. I am very surprised to discover such issues in an expensive model.

Naturally, I returned the phone to your store to be replaced with a new one. One of your staffs told me that they will send it to my home address within a week. However, two weeks have already passed and I have not received it yet. I am very disappointed with your poor after-sale service. The order number is 54875412 and I am attaching a copy of my receipt.

In this regard, I insist on getting a full refund of the purchase amount if the replacement does not happen within the next week.

Thank you for giving the matter your attention and I hope to hear your reply soon.

Yours faithfully,

Joseph Mark


Sample Answer 4:

Dear Sir or Madam,

I purchased a smartphone a month ago from your store in the Abbey Avenue Complex and was very thrilled to own this particular model. Unfortunately, after only a few days, the phone stopped working and even after claiming the warranty, I have not heard anything from the store. I am hoping you would replace the faulty phone with a new one.

In relation to the specifics of the order, I purchased a Samsung Galaxy Note8, 256 GB smartphone from the Abbey Avenue Complex showroom on 09th June. The phone worked as expected during the first two weeks and then suddenly malfunctioned. Firstly the camera stopped working and later the touchscreen became irresponsive. The phone is now unusable. Please find enclosed the copy of the purchase bill.

I did report the issue to your customer care department a week ago and returned the faulty phone to your store. I was promised that a new phone would be sent to my home address within three days. However, I have not received it yet or heard anything from the customer care.

I would highly appreciate if you could look into this matter. I have a valid replacement warranty and I would like you to replace this faulty product with a new one. Otherwise, I would be forced to complain to the Consumer Protection Authority.

Looking forward to your response and kind cooperation.

Yours sincerely,

Preeti Zinta

[ Written by - Preeti ]


Sample Answer 5:

Dear Sir or Madam,

I am writing this letter to claim my warranty 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 you would replace it immediately.

Two weeks ago I purchased a new iPhone 8 Plus 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 is 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 the 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

[ Written by -  Mubashir Noorani ]

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+10 # 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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