Product Incident Report - IELTS Listening Answers & Explanations
From IELTS Recent Actual Test 1 Academic Listening Test 3 · Part 1 · Questions 1–10
Audio
Questions
Questions 1–4 Form Completion
Complete the form below.
Write NO MORE THAN TWO WORDS AND / OR A NUMBER for each answer.
Product Incident Report
| Example | Answer |
| Product: | rice cooker |
| Model Number: | 1 |
| Price of the Product: | 2 pounds |
| Name of the Branch: | 3 |
| Problem: | 4 |
Questions 5–10 Form Completion
Complete the form below.
Write NO MORE THAN THREE WORDS AND / OR A NUMBER for each answer.
CUSTOMER'S INFORMATION DETAILS
| Name: | 5 |
| Address: | 6 |
| Postcode: | 7 |
| Card's Expiry Date: | 8 |
| Method of Compensation: | 9 |
| Shopping Frequency: | 10 |
Answers & Explanations Summary
| # | Answer | Evidence | Explanation |
|---|---|---|---|
| Q1 | R242 | H: Hmmm where are my glasses? Ah, here! Let's see ah. It's R242 |
Excerpt/Transcript Explanation: The transcript shows Mr. Hewitt checking his cooker and telling the worker that the model number is R242. Answer Explanation: The answer is the specific code used to identify the machine. Reason For Correctness: The correct answer is found when the customer service person asks for the model number of the cooker. Mr. Hewitt looks at his item and says 'R242'. This number tells the company exactly which version of the product he bought. |
| Q2 | 89.99 | H: 89.99 pounds. It was on sale, I guess I should tell you | Excerpt/Transcript Explanation: The transcript shows Mr. Hewitt telling the customer service representative that he paid 89.99 pounds for the appliance. Answer Explanation: The answer is 89.99, which is the amount of money Mr. Hewitt paid for the rice cooker. Reason For Correctness: The correct answer is 89.99 because when the service worker asks how much the item costs, Mr. Hewitt gives this specific price. The worker later confirms this amount when summarizing the details of the refund. |
| Q3 | City Centre | CR: The City Centre Branch? H: That's the one | Excerpt/Transcript Explanation: The transcript shows the customer service worker asking for the name of the store location and the customer agreeing that she is right. Answer Explanation: The answer "City Centre" is the specific name of the local store where the customer bought his rice cooker. Reason For Correctness: The correct answer is "City Centre" because when the customer says he bought the product downtown, the employee asks if it was the "City Centre Branch," and the customer confirms it by saying "That's the one." The employee later repeats this name in a summary of the details to make sure everything is right. |
| Q4 | escaping steam | So we have an R242 cooker with an escaping steam problem | Excerpt/Transcript Explanation: The transcript shows the worker saying the name of the problem to confirm the details of the complaint with the customer. Answer Explanation: The answer 'escaping steam' means that hot gas from boiling water is coming out of the rice cooker when it should stay inside. Reason For Correctness: The correct answer identifies what is wrong with the rice cooker. In the dialogue, Mr. Hewitt complains that the machine 'shoots hot steam' all over the place. The customer service worker summarizes this issue by stating it is an 'escaping steam problem.' This term clearly describes the defect. |
| Q5 | Herbert Hewitt | Oh, my name is Herbert Hewitt and my address is 84 Park Road | Excerpt/Transcript Explanation: The transcript shows the customer answering the worker's question by giving his full name as Herbert Hewitt. Answer Explanation: The answer is the full name of the man who is calling the customer service department to get his money back for a broken rice cooker. Reason For Correctness: The correct answer is Herbert Hewitt because when the customer service representative asks for his name and address to process the refund, he clearly says his name is Herbert Hewitt. |
| Q6 | 84 Park Road | Oh, my name is Herbert Hewitt and my address is 84 Park Road | Excerpt/Transcript Explanation: The transcript shows Mr. Hewitt giving his personal details to the service worker, specifically mentioning his house number and street name. Answer Explanation: The answer is the street name and house number where the customer, Mr. Hewitt, lives. Reason For Correctness: The correct answer is found when the customer service worker asks for personal information. Mr. Hewitt gives his full name and then says '84 Park Road' after the word 'address'. This matches the 'Address' section on the form. |
| Q7 | B0241DJ | H: Yes. The postal code is B0241DJ | Excerpt/Transcript Explanation: The transcript shows the customer, Mr. Hewitt, giving the exact letter and number sequence for his mailing address to the customer service representative. Answer Explanation: The answer is the specific code of letters and numbers used to identify the customer's delivery area or location. Reason For Correctness: The correct answer is B0241DJ because during the part of the conversation where the customer provides his personal details, he explicitly states that his 'postal code' (which means the same thing as 'postcode') is B0241DJ. |
| Q8 | April 2008 | H: Oh, er, yes. Foolish me. Of course, you didn't say "password". Let's see. That will be April 2008 | Excerpt/Transcript Explanation: The transcript shows Mr. Hewitt giving the date April 2008 after realizing he was asked for the card's expiry date rather than a secret password. Answer Explanation: The answer is the month and year when Mr. Hewitt's credit card will expire. Reason For Correctness: The correct answer is extracted from the part of the conversation where the customer service representative asks for the card's expiry date. Mr. Hewitt identifies the date on his card as April 2008, which the representative then confirms. |
| Q9 | refund | CR: Under Pressure will be happy to refund your money, sir. Now I just need some basic information | Excerpt/Transcript Explanation: The transcript confirms that the company is willing to give the customer his money back as a way to solve the problem with the broken cooker. Answer Explanation: The answer "refund" means that the customer will receive his money back for the faulty item. Reason For Correctness: The correct answer is "refund" because Mr. Hewitt demands his money back after explaining that the rice cooker is dangerous. The customer service representative accepts this request and explicitly states that the company will return the money he paid. Keywords like "demand" and "refund" show that this is the agreed-upon way to settle the complaint. |
| Q10 | once a month | How often do you go shopping at the City Centre Branch?H: Oh, well it's hard to say. I suppose maybe once a month | Excerpt/Transcript Explanation: The transcript shows the worker asking a question about the customer's shopping habits, and the customer answers that he goes to the store one time every month. Answer Explanation: The answer "once a month" means that the customer goes to the store one time during every four-week period. Reason For Correctness: The correct answer is found because the customer service worker needs to know how regularly Mr. Hewitt visits the shop for their company files. When she asks about his shopping frequency at the specific branch, he replies that he goes there one time in a month. In this context, 'once' means one time, and 'how often' is the question used to find out the frequency of an action. |
Transcript
CUSTOMER
SERVICE REP: Hello, and welcome to "Under Pressure Enterprises", Customer Service Department. This is Kelly. How may I help you?
MR. HEWITT: Yes, I'm calling about one of your rice cookers I just purchased.
CR: What seems to be the problem, sir?
H: Seems? There's no seeming about it! The blasted thing shoots hot steam all over the place, that's what! It nearly scalded my hand when I went to open it. Why it could have killed the cat or something. It could have exploded and killed my wife and me!
CR: Sir, sir, please calm down. As long as the steam escapes the cooker, it won't explode.
H: So you're telling me there's no problem! Are you calling me a liar?
CR: Sir, no one is calling you a liar.
H: Yes! So I demand a full refund!
CR: Under Pressure will be happy to refund your money, sir. Now I just need some basic information.
H: OK, OK. Sorry. I do tend to get a little hot under the collar. My wife tells me to slow down... So, what do you need to know?
CR: Sir, don't worry. I just need to ask you the model number of the cooker.
H: Hmmm... where are my glasses? Ah, here! Let's see... ah. It's R242.
CR: R242. OK, and how much did you pay for the product?
H: 89.99 pounds. It was on sale, I guess I should tell you.
CR: Thank you, that's honest of you. Now, where did you buy the cooker? Which store and which branch?
H: At that big Electric Life appliance store downtown.
CR: The City Centre Branch?
H: That's the one.
CR: And you say the problem is that the steam escapes?
H: Yes, it does!
CR: No problem, sir. If there's steam escaping, clearly the cooker is broken or defective. So we have an R242 cooker with an escaping steam problem. It was bought from Electric Life's City Centre Branch for 89.99. Is that correct?
H: Yes, that is correct.
CR: Oh, I nearly forget. When did you buy the cooker?
H: Just as soon as my wife got the crazy idea she'll live longer if she stops eating good English food: roast beef and mash. No, all she says she wants is rice and vegetables and sauces you'd not soak your feet in!
CR: Sir, sir! When did you buy it?
H: Oh, there I go again. Let's see... we bought it just six months ago! We hardly used it either. But six months? Is that too long? I mean for the warranty?
CR: Very well, that's well within the warranty period. Now, what's your name and address?
H: Name and address! What for?
CR: Sir, it is company policy. If you want your money, you must inform me.
H: Money you say? Oh, my name is Herbert Hewitt and my address is 84 Park Road.
CR: Is that here in Coventry?
H: Yes. The postal code is B0241DJ. But I don't think sending things in the mail is very secure or very efficient. I mean...
CR: Don't worry, Mr. Hewitt, don't worry. We can credit the money to your credit card. You do have one, don't you?
H: Yes, that's how we paid for the cooker.
CR: Oh, yes. We still have the number on computer. I only need to ask your card's expiry date.
H: I'm afraid I never give that sort of information out. I mean, once you have that, anyone could go charging things and...
CR: Sir! I said your expiry date, not your card's password.
H: Oh, er, yes. Foolish me. Of course, you didn't say "password". Let's see. That will be April 2008.
CR: April 2008. Very well, your card still has nearly two months left to go. We'll get that refund right to you, probably by five o'clock this evening.
H: You had better! If I don't get my money... wait, wait. Yes, I know I'm losing my temper again. I really am sorry. I haven't had my medicine today.
CR: And sir, just one more question for our record. How often do you go shopping at the City Centre Branch?
H: Oh, well it's hard to say. I suppose maybe once a month. But I can tell you this, if I don't get my refund, I'll never shop there again! (He hangs up the phone.)
CR: (sigh) I think it's time to start looking for another job!