Потребителски права и оплаквания (Complaints)
Урокът учи как учтиво да се оплачем, когато продукт или услуга не са наред. Учениците научават думи като complaint, faulty, refund, replace, guarantee и customer service. Важно е да се говори учтиво и ясно, със смекчаващи изрази като 'I'm afraid there seems to be a problem with...'. Обсъжда се и какво права има купувачът: да върне стоката, да я замени или да получи парите си обратно.
Какво да запомним
- to make a complaint: подавам оплакване; to complain about something.
- faulty: дефектен; a refund: връщане на парите.
- Под гаранция (under guarantee) магазинът поправя или заменя (replace) стоката.
- Учтиво оплакване: I'm afraid there seems to be a problem with my order.
Пример
Excuse me, I bought this kettle last week, but I'm afraid it's faulty. Could I have a refund, please? (Извинете, купих тази кана миналата седмица, но се оказа дефектна. Може ли да ми върнете парите?)
Проверете се: 15 въпроса
Натиснете въпроса, за да видите верния отговор и обяснението.
If a product is broken, you can ___ it to the shop.
- return
- borrow
- rent
- earn
Отговор: return
Return означава да върнеш стоката.
'I'd like to make a ___ about the service in your restaurant.'
- complain
- complaint
- complaining
- complained
Отговор: complaint
Complaint е съществително (оплакване), а complain е глагол.
The washing machine I bought last week doesn't work. It's ___.
- valid
- available
- faulty
- refundable
Отговор: faulty
Faulty означава дефектен, повреден.
Under the guarantee, the shop must repair or ___ the faulty item.
- repeat
- remove
- reduce
- replace
Отговор: replace
Replace означава да смениш с нов.
Which sentence is the most polite way to complain?
- I'm afraid there seems to be a problem with my order.
- Your order system is terrible!
- Give me my money back now.
- You sent me the wrong thing again, as usual.
Отговор: I'm afraid there seems to be a problem with my order.
I'm afraid... и there seems to be... смекчават оплакването.
Your soup is cold. What do you say to the waiter?
- Thank you, it's delicious.
- Can I have the menu?
- Excuse me, my soup is cold.
- Keep the change.
Отговор: Excuse me, my soup is cold.
Учтиво започваме с Excuse me и казваме проблема.
If you get your money back, you get a ___.
- receipt
- refund
- fine
- fee
Отговор: refund
Refund е възстановена сума.
I ordered a blue jumper, but I ___ a green one.
- received
- reached
- achieved
- arrived
Отговор: received
Receive означава да получиш нещо.
The people in a shop who deal with problems work in the customer ___ department.
- servant
- serve
- service
- serving
Отговор: service
Customer service е отдел за обслужване на клиенти.
I am writing to complain ___ the poor quality of the headphones.
- for
- on
- at
- about
Отговор: about
Complain to someone about something.
If you are not happy with a product, you can ___ about it.
- enjoy
- borrow
- lend
- complain
Отговор: complain
Complain about = оплаквам се от.
A promise that the shop will repair a faulty product for some time is a ___.
- guarantee
- receipt
- bargain
- discount
Отговор: guarantee
Guarantee е гаранция.
Which request is polite?
- Fix it now!
- Could you help me, please?
- This is rubbish!
- Give me my money!
Отговор: Could you help me, please?
Could you... please? е учтива молба.
The phone arrived with a broken screen. It was ___.
- delighted
- replaced
- damaged
- refunded
Отговор: damaged
Damaged означава повреден.
Which sentence politely asks for your money back?
- I want my money now.
- Money back!
- Give me cash.
- Could I have a refund, please?
Отговор: Could I have a refund, please?
Учтива молба с Could I have... please? и думата refund.