Letter Writing # 184 - You bought a mobile phone and it was faulty

IELTS Letter Writing / GT Writing Task 1:

You should spend about 20 minutes on this task.

You have just bought a new mobile phone from a website on the internet. When it was delivered, the phone was faulty.

Write a letter to the company. In the letter:

  • introduce yourself
  • explain the situation
  • state what action you want to be taken

You should 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,

I am Wesley Phillip from Boston, USA. Three days ago I ordered a Samsung Galaxy J8 smartphone from your online store. I was excited when it arrived earlier today but very disappointed to find that the product was faulty and not the one I ordered! I am hoping you will replace it immediately.

In relation to the specifics of the order, I purchased this mobile phone through your website called Phone and Gadgets on July 17th using my PayPal account. The order number is 56900145 and I am attaching a copy of my receipt.

The issue with the phone is that the front camera does not work and the internal memory is 128 GB, though I ordered a 256 GB phone. The description of the item on your website clearly shows it is a 256 GB phone, so I am sure this is a mistake made on your side while dispatching the product.

As a solution, and because I really like this specific model, I am hoping that you will agree to replace the phone according to the specification of the order. Otherwise, I would like a full refund and I will be contacting PayPal complaints 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,

Wesley Phillip


Sample Answer 2:

Dear Sir or Madam,

I have recently purchased an iPhone (7 Plus, 128 GB, black colour) from your online store and to my utmost surprise, when I unwrapped the packet, I found a faulty phone instead of a fresh and new one. I am hoping that you would replace it soon.

I am Sarah Liam, a resident of the Edmonton, Alberta, placed the order on 14th July 2018 from your e-commerce website. The order number is STR-4546514 and I paid with my VISA credit card. Next day when the parcel reached my home, I stripped the package only to notice that I was delivered a defective phone.

First of all, the phone screen has some visible scratch marks, which is unlikely. The internal memory of the phone is 64 GB, though I ordered a 128 GB phone! This must have been an oversight from your delivery department. The phone hanged after a few minutes only to deepen my disappointment.

I have not paid for a faulty or refurbished phone and would like to hear why I was delivered a flawed product in the first place. Moreover, I expect someone from your company replaces my phone at my location so that I do not have to travel to your office.

I am attaching a copy of my order confirmation email and receipt with this letter for your kind consideration.  

Yours faithfully,

Sarah Liam

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