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Unit 17 Problems, problems

Use the words in the box to help you like this:

VOICE 1: We need some more envelopes. (beep)

YOU: I’ll phone the Purchasing department.

VOICE 2: I’ll phone the Purchasing department. (repeat)

(2) Grammar

Underline the correct future form in italics.

A: Hello. David Watkins speaking.

B: Oh, I’m trying / I’ll try (1) to reach Ms North.

A: She’s in a meeting. Could I help?

B: I want to place a large order and I’d like to discuss discount and delivery terms. Could I arrange a meeting with her for next week?

A: Of course. I’m checking / I’ll check (2) her diary. When would you like to see her?

B: Is next Tuesday at 3 OK?

A: She’s going / She’ll go (3) to the new factory that afternoon. How about Wednesday at 10?

B: That’s fine. Wednesday at 10.

A: Could I have your name please?

B: Yes, it’s Jenkins. Sandra Jenkins.

A: Fine, I’m sending / I’ll send (4) you a letter to confirm the meeting.

B: By the way, could you send me a copy of your catalogue?

A: Yes, of course. I’m sending / I’ll send (5) you a copy today.

B: I’d also like information about prices.

A: OK.I’m enclosing / I’ll enclose (6) a copy of our price list.

B: Thanks very much. I look forward to seeing Ms North next week. Goodbye.

A: Goodbye.

(3) Writing

What will you do? Write the offer you would make in each of these situations.

1 BOSS: I’m going away next week and I need a plane ticket.

YOU: I’ll phone the travel agent.

2 COLLEAGUE: I’ve got a lot of filing to do.

YOU: _______________________________________

3 BOSS: I need a table at the restaurant for Thursday night next week.

YOU: _______________________________________

4 CLIENT: I’d like to make an appointment to discuss my account.

YOU: _______________________________________

5 FRIEND: I’m not feeling very well, and I can’t get out to go shopping.

YOU: ________________________________________

6 COLLEAGUE: There isn ’t any coffee left!

YOU: ________________________________________

17.2 Complaining and apologizing

(1) Language in use

Read this conversation and complete it with the words in the box.

JONES: Sales department. Samanth Jones speaking.

LEE: Hello, this is Mike Lee from Meyers. I’m (1) ________ about our order for computer disks. There (2)

________ to be a (3) ________. We (4) _______ article number 495 H4 and you (5) ________ article 594 8F.

JONES: Jest a moment. Could I have the (6) ________ number?

LEE: Let ’s see … It ’s DD303.

JONES: Hold the (7) ________ please, I’ll just (8) ________ it … I’m very (9) ________, but we ’ve had

some (10) ________ in the Dispatch department. Could you return the disks? Of course we ’ll (11) ________ the costs.

LEE: Fine, but when can I expect (12) ________ of the correct disks?

JONES: I’ll make sure you get them by the end of the week.

(2)

√) the correct statements.

( ) 1 PCPower only ordered disks.

( ) 2 Lesley Howard expected to receive the goods in ten days.

( ) 3 Lesley ’s order number is DK997.

( ) 4 Lesley doesn ’t need the material this week.

( ) 5 Samantha promises to try to deliver everything by the end of the week.

(3) Vocabulary

Samantha is worried that she will lose PCPower ’s business. Read her letter and complete it with the words in the box.

17.3 Finding a solution

(1) Vocabulary

Complete these sentences.

1 I’m afraid we have to ________ our order.

2 We ________ for the delay.

3 When we unpacked the machine, we noticed some ________ to the casing.

4 We will ________ any faulty goods free of charge.

5 There’s a ________ on orders ---- it will take at least another ten days to dispatch the goods.

6 The fax has broken down. We must ________ it.

7 There seems to be a ________ in the invoice.

8 We will ________ your money if the goods are not satisfactory.

(2) Reading

Read this letter from Pacific Machines to Avalon Industries. What has Pacific Machines decide to do about the damaged machine? Tick the correct answer.

Refund the money.

Replace the machine.

Ask the customer to return the machine.

Refuse to accept responsibility.

None of the above.

If you chose “None of the above”, describe what action Bob Olsen suggests.

___________________________________________________________________________.

(3) Writing

You are Mr Rogers. Use these notes to write a letter in reply to Pacific Machines.

Fax sent on 24 July was a mistake

Send technician as soon as possible

If machine can’t be repaired, we need a replacement

References

17.1

1 1 VOICE 1: We need some more envelopes. (beep) (pause)

VOICE 2: I’ll phone the Purchasing department. (beep) (pause)

VOICE 2: I’ll phone the Purchasing department.

2 VOICE 1: This invoice is wrong.

VOICE 2: I’ll phone the Accounts department.

3 VOICE 1: The fax machine has broken down.

VOICE 2: I’ll call the Service department.

4 VOICE 1: I need some information about the new product range.

VOICE 2: I’ll call the Marketing department.

2 1 I’m trying 2 I’ll check

3 She’s going

4 I’ll send

5 I’ll send

6 I’ll enclose

3 Suggested answers

2 I’ll help you with it.

3 I’ll phone the restaurant.

4 I’ll check my diary.

5 I’ll do your shopping.

6 I’ll get some.

17.2

1 1 calling

2 seems

3 mistake

4 ordered

5 sent

6 order

7 line 8 check 9 sorry 10 problems 11 refund 12 delivery

2 Tick statements 2 and 5.

1 No, they ordered several items.

3 No, it’s DK597.

4 No, he needs at least some of it as he is running out of stock.

JONES: Sales department. Samanda Jones speaking.

HOW ARD: Hello, this is Lesley Howard from PCPower. I’m calling about an order we made last month for computer supplies. We wanted to buy disks, printer cartridges, printer paper, some cables and

glare shields for monitors. You said you could deliver in ten days ---- it’s now been three

weeks.

JONES: I’m really sorry about that. Can I take your order number, please?

HOW ARD: Yes, it’s DK597.

JONES: DK597. I’m sorry but we’ve had problems with our Dispatch department, and I’m also waiting for a delivery of stock from one of our suppliers.

HOW ARD: Well, how soon can you deliver the goods to us? We’re running out of stock! I’ve got to have at least part of my order by the end of the week.

JONES: I’ll look into it right away. I’ll send you anything that we have in stock and get the rest to you by the end of the week.

HOW ARD: Ok, but I’m nearly out of disks and paper ---- could you get these things to us today? JONES: I’ll try. And I’ll make sure that you have everything by the end of the week. I’m really sorry about this, we always try to give the best service but we’ve had a lot of problems.

HOW ARD: Fine. Well, I’ll look forward to receiving my goods this week. Thanks.

JONES: Goodbye.

3 1 order 2 problems 3 manufactures

4 products

5 apologize

6 customers

17.3

1 1 cancel

2 apologize

3 damage

4 replace

5 delay

6 repair

7 mistake 8 refund

2 None of the above. Bob Olsen suggests sending someone to inspect the machine. They will decide what to do after they read the report.

3 Suggested answer

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