Exercise 1

1. Listen to a radio programme about illegal downloading. Would each speaker download anything illegally? What would they download?

Speaker 1 ___________________

Speaker 2 ___________________

Speaker 3 ___________________

Speaker 4 ___________________

Speaker 5 ___________________

2. Listen again. What reason does each speaker give for their answers in 1?



Speaker 1: yes, TV programme;

Speaker 2: maybe, TV programme (not if small company);

Speaker 3: no, it’s illegal;

Speaker 4: yes, TV programme, music (not if charity album);

Speaker 5: no, can’t, may ask granddaughter


 doesn’t hurt anyone

 big companies, actors are rich enough

 it’s illegal

 everyone does it

 doesn’t know how, worried about police


PRESENTER   Downloading is in the news again, with the news that more people downloaded the hit show Game of Thrones than actually watched it on TV. We’re often told that downloading illegally from the Internet is the same as stealing from a shop. But do people really believe this? We asked the people of Camden Town: If you wanted to watch a TV programme but it wasn’t available in your country, would you download it illegally?

1   Ah … maybe. I don’t know … Yeah, if the programme wasn’t available, I’d download it!

P   What if it was on TV in your country, but not for another month?

1   Yeah, I would still download it. What’s the difference? Downloading doesn’t hurt anyone and no one ever gets into trouble. It would just mean I didn’t need to wait a month!

2   Maybe it depends who made the programme. I don’t think the big companies that make these TV programmes are poor. All the actors are rich enough … But if it was a film made by a small company, it would be a bit different. I’d prefer to pay a company like that because they need the money.

3   No, I wouldn’t. I just watch what’s on TV. No need to download things.

P   And how about a book? Would you download a book?

3   Well, no. It would be illegal, I think.

P   But what if it was a book that you knew was in your local library. But you didn’t have time to go to the library.

3   Well … I suppose … if it was in the library … but, no. It’s illegal. I wouldn’t do it.

4   A TV programme? Of course, why not? It’s easy. Everyone does it!

P   And what about music? Would you download an album?

4   An album …? Yeah, maybe. But I’m one of those strange people who still buys CDs. So if I liked the album I’d buy it af erwards – because I like to own something I can hold in my hands.

P   And what if it was a charity album? Would you download that?

4   No, I wouldn’t download an album if it was for charity. That wouldn’t be right.

5   I’d have no idea how to download a TV programme! But I’d ask my granddaughter to download it for me if I really wanted to see it, although I’d probably be worried about the police knocking at my door the next day.

Exercise 2

1. Listen to a radio programme about the survey. Answer the questions.

 What two countries are the guests from?

 Are the guests surprised by the survey results?

2. Listen again. Answer the questions.

1   What two reasons does the first guest give for why people in her country complain more these days?

2   What does the second guest say are two advantages of buying things online in his country?



1 Brazil, China   2 yes (Clara); no (Feng)


1   Brazilians have got more money these days and expect better quality. People know more now about the law than they used to.

2   You can contact the company first to check all the details of the product. You don’t have to pay when you order or when the product arrives. You only pay if you think the product is the same as the product that the company promised.


PRESENTER   Now, a new survey has shown the countries in the world where people complain the most. And to discuss the results we’ve got two guests – Clara Gomes from Brazil, which is in the top ten of countries that like to complain, and Zhang Feng, from China, from the bottom ten on the list.

CLARA   Good morning.

FENG   Good morning.

 So let’s start with you, Clara – what do you think of the survey results?

 Well, I’m surprised we’re in the top ten, but I’m not shocked because things are slowly changing in Brazil. Many Brazilians have got more money these days. So they buy more and also expect better quality – if something’s not good enough, they’ll complain. And another thing is education. I think people know more now about the law than they used to. They know what the companies have to do, like replace things if they break easily, or giving customers their money back if the bill is wrong … so they’re asking companies to play by the rules.

P   OK, and what about China, Feng? You’re very low down the list. Do you think that’s surprising?

F   Not really, not these days. In China, people don’t really believe everything a company says. Because of this they always like to check the products carefully before they pay for them. When you buy something online in China, you can contact the company first to check all the details of the product – it’s very quick and easy to do. And then, you don’t have to pay when you order, you don’t even have to pay when the product arrives – you only pay if you think the product is the same as the product that the company promised. So in the end, there isn’t much to complain about.

3. Listen to an interview with an expert on complaining. Complete the sentences to make seven good pieces of advice.

 Don’t wait to complain. Do it ______ the problem happens.

 Be polite: choose your words carefully and don’t ______.

 Be clear: give a good ______ of the problem.

 Give the company a time limit. Say you want a ______ within ten days.

 Don’t be afraid to go to the top: speak to the ______ or write to the ______ of the company.

 Letters are usually the best way to complain: you can ______ the problem in detail and avoid getting too ______.

7   Tell them how you ______. Say how the problem spoiled your ______.


1 the same day   2 shout   3 description   4 decision

5 manager, director   6 explain, angry   7 felt, enjoyment


PRESENTER   Right, well we’re also joined by John Sutherland, a journalist from the magazine What Product. Let’s talk about the UK, then. It seems like it’s quite important to know how to complain in the UK, since we’re top of the list.

JOHN   Yes, I think so!

 So, what advice do you have for someone who has to make a complaint?

J   Well, the first thing is that you should be quick. Complain as soon as the problem happens – the same day if possible. And also, be polite, so choose your words carefully and don’t shout.

P   OK.

 Another thing is to be clear – give a good description of the problem. And … you should also always give a date – tell the company when you want them to do something by. So, you can say you want a decision in no more than ten days, something like that.

P   Right.

J   Also – don’t be afraid to go to the top. Ask to speak to the manager or write to the director of the company. It can be the best way to get things done.

P   And what’s best – a phone call or a letter?

 I think letters are usually the best way to complain. You can explain the problem in detail and avoid getting too angry. But remember though, you should always tell them how you felt. Say how the problem spoiled your enjoyment or made your life difficult. This makes your complaint stronger.

P   OK, well we have to leave it there. Thanks very much to all our guests.

Exercise 3

1. Listen to Part 1. What does Leo want to return? Why? Why isn’t it possible?


the football clock

He doesn’t like football.

He doesn’t have the receipt.


Part 1

LEO   Hi. Could you help me, please?

SALES ASSISTANT   Yes, of course. How can I help?

 Er, I’d like to return this clock, please.

SA   Would you like to exchange it for something?

 No. I’d like a refund, please.

SA   Do you have a receipt?

 No, I don’t. It was a present, you see.

SA   Well, I’m terribly sorry, but we can’t give you a refund without a receipt.

 But … it came from this shop. Look – you’ve got the same clock there.

SA   Yes, but without a receipt, I can’t give you a refund. I’m very sorry. Is there anything wrong with it?

 No. It was a present, but I don’t really like it.

SA   Well, I’m sorry, but there’s nothing I can do then.

 Right. Could I speak to the manager, please?

SA   Of course.

MANAGER   Hello. What seems to be the problem?

L   Yes, I’d like to make a complaint.

3. Leo is going to speak to the manager about his clock. Do you think he will get a refund? Why / Why not? Listen to Part 2 and check.

4. Listen again. Answer the questions.

 What three questions does the manager ask Leo?

      ●   What ____________?

      ●   Is there anything ____________?

      ●   Why do you ____________?

 What reasons does Leo give for returning the clock?

 Why does the manager agree to let Leo return the clock?

 What does Leo decide to do in the end?

 What reason does he give for his decision?



Leo doesn’t get a refund, but the manager offers him an exchange.


 seems to be the problem; wrong with it; want a refund

 It was a present and he’s not a big football fan; it’s ugly; it’s not very adult / more for children.

 because it was a present

 He decides to keep the clock.

 He says, ‘It might be useful’


Part 2

MANAGER   What seems to be the problem?

LEO   Yes, I’d like to make a complaint. I have this clock. It was bought in this shop. Your sales assistant hasn’t been very helpful. She won’t give me a refund.

SALES ASSISTANT   He doesn’t have a receipt.

 No, I don’t have a receipt.

M   Well, I’m sorry, but we don’t do refunds without a receipt.

 Yes, that’s what she said. OK, then. Can I exchange it for something else?

M   Is there anything wrong with it?

 No, there’s nothing wrong with it.

M   Can I just ask – why do you want a refund if it works OK?

 Well, I just … It was a present and I’m not a big football fan. And it’s a bit ugly. Well, not ugly, but it’s not very … adult. You know, it’s more for children.

SA   I have one. I love it!

M   Look, as it was a present, I’ll let you exchange it for something else in the shop. But normally we wouldn’t do this.

L   That’s very kind.

SA   So, what would you like to exchange it for?

L   Actually, I’ve decided that I’ll keep it. It might be useful.

M   Well, OK then, if that’s what you prefer.

L   Yes, yes, it’s fine. Thanks very much for your help.

M   Thank you.

L   Bye

M   Goodbye.

SA   Bye.

Exercise 4

1. Listen to Tim, Vicki and Rebecca. Match each person with a situation in below. Who talks about a different situation? What is it?

1   You invite a lot of people to a party and ask them to reply to your invitation. However, some people don’t reply.

2   You go into a shop and the two shop assistants continue having a private conversation and do not offer you any help.

2. Listen again and answer the questions.

 What did Tim want to ask the shop assistants?

 What did he do when the shop assistants didn’t help him?

 What would Vicki do if she was the manager of a company?

 What does she say she won’t do in the future?

 Why did Rebecca want people to reply to her invitation?

 Why did she feel embarrassed at her party?



Tim: 2

Vicki: (complaining about) buying something online

Rebecca: 1


1   the price of some jeans

2   left the shop

3   reply to every customer

4   use the company again

5   so she’d have enough food and drink

6   she made too much food


TIM   I went to buy a new pair of jeans the other day. I was the only customer in the shop and there were two shop assistants. They were chatting about what they did at the weekend and, when I asked for assistance, they just carried on talking. It was so rude. All I wanted to know was the price of some jeans. In the end, I decided to just leave the shop. I don’t think they even noticed I was there. I felt like writing an email to the shop manager to complain, but then I forgot to.

VICKI   One thing that I think is rude is when shops or companies don’t reply when someone makes a complaint. I remember once I bought an MP3 player online. It took ages to arrive – like, about a month. So, I wrote an email to complain, but I didn’t hear anything from them. I mean, is it too hard just to send an email saying sorry? If I were the manager of a company, I’d make sure I replied to every customer. I know it’s not easy to run a business. But if you want to keep your customers happy, you should answer their emails. Well, I won’t use that company again. I’ll go to a local shop instead.

REBECCA   Look, if I invited you to my party, you’d let me know if you could come or not, wouldn’t you? You’d think so. But last month I had a party and invited about 40 people and about half of them didn’t say if they were coming or not. Most of them didn’t come in the end and, in my invitation, I did ask them to let me know. I think that kind of behaviour is incredibly rude, don’t you? I mean, I needed to know how many people were coming, so I had enough food and drink. But then I made too much food and it was embarrassing. All they needed to do was send a text or email – which is not very difficult. There are some people I invited to that party who I’ll never get in touch with again.

Exercise 5

1. Listen to the conversation and underline the people who said these things.

 Buying something in a shop is usually more expensive than buying online.

      Zuza / Haluk / No one

 When you buy online you can’t get what you buy straight away.

      Zuza / Haluk / No one

 Buying clothes can be diff cult because you cannot try them on before you buy them.

      Zuza / Haluk / No one

 You cannot return something that you buy online.

      Zuza / Haluk / No one

 There are sometimes problems with the delivery of things you buy online.

      Zuza / Haluk / No one

 If people stopped going to shops, they would all close.

      Zuza / Haluk / No one

2. Listen to the conversation again and tick (✓) the correct endings to the sentences.

1   Haluk thinks online shopping is better because …

      a   you can buy things at any time of the day and it is often cheaper.

      b   you don’t have to leave your house and it is often cheaper.

      c   you don’t have to wait more than a few days and it is cheaper.

2   The coat that Haluk bought recently was …

      a   damaged in the post.

      b   too big for him.

      c   the wrong size and colour.

3   The company who sold the coat …

      a   has given him an explanation of what happened.

      b   has given him a refund.

      c   hasn’t replied to his email.

4   Haluk buys books online because …

      a   he doesn’t like going to bookshops.

      b   he can find more books online than in the bookshop.

      c   the bookshop in his town has closed.

5   Zuza thinks that online shopping …

      a   will have an effect on shops in the future.

      b   has already had an effect on shops in her town.

      c   is more fun than normal shopping.

6   Which of the statements is not true?

      a   Zuza hopes that she will find love when she is shopping.

      b   Zuza thinks that Haluk should stop buying things online.

      c   Zuza thinks that Haluk will meet someone while he is at home.


ZUZA   Haluk, you buy a lot of things online, don’t you?

HALUK   Yes, I do. I think it’s really convenient and usually much cheaper than going to a shop. You can go shopping when you feel like it and there are no queues to deal with. I’d do all my shopping online if I could.

Z   And never leave your house! What I don’t like is that you have to wait a few days for what you’ve bought to be delivered. That puts me off.

H   That’s true, but you don’t have to wait too long, usually it arrives in one or two days.

 What was the last thing you bought online?

H   I bought a new coat last week.

 I would never buy clothes online. You can’t try them on.

H   I saw a photo of the coat and there was also a good description of it.

 And were you happy with it when it arrived?

H   Not really. It was the wrong size. It was too small for me and the colour was different to the photo. The description wasn’t very good either. The website said that it was a leather coat, but I don’t think it is.

Z   Did you complain?

H   Yes, I wrote an email to the company and asked for a refund.

 And what happened?

H   They haven’t replied yet.

 Hmm. Well, if I were you, I’d phone them up and ask for a refund, and an explanation, too.

H   Yes, I’ll do that next week. I’m sure it will be fine.

 I wouldn’t carry on using that company though. Have you had any other problems buying things online?

H   A few. Occasionally things break in the post. And sometimes the postman doesn’t take care of something. I bought a book a few weeks ago and when it arrived it was completely wet. I think the postman had dropped it in some water. But it’s usually fine. I buy lots of books and DVDs online. It’s great, because you can find absolutely everything. There’s so much more choice than at the local bookshop.

 Yes, but I enjoy looking around the bookshop. It’s really enjoyable.

H   Me too. Sometimes I find the book in the shop and then buy it online! It’s often a lot cheaper.

 Hmm, but if everyone did that, there wouldn’t be any more bookshops or music shops. That would be awful.

H   I don’t think that would happen.

 It’s happening at the moment. Lots of shops have closed down in our town because people shop online.

 Well, I’m going to carry on shopping online.

 And I’m going to carry on going to the shops. It’s fun, sociable and who knows, I might meet a handsome man in the poetry section of the bookshop. If you went shopping more, you might meet a nice girl. You certainly won’t meet her sitting at home at a computer.

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