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Letter

Band 9: You recently purchased a mobile phone from an online store, but it arrived with a cracked screen and a faulty battery. Write a letter to the customer service department of the online store complaining about the damaged phone. You should include details about: - The date you purchased the phone and order number - Describe the damage to the phone and its faulty battery - What action you expect them to take (e.g., a refund or a replacement)

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Subject

Complaint Regarding Damaged Mobile Phone – Order No. 458921

Dear Customer Service Team,

I am writing to formally complain about a mobile phone that I purchased from your online store on 15 December 2025. My order number is 458921.

Unfortunately, when the phone was delivered and I opened the package, I noticed that the screen was cracked. In addition to this, the battery is faulty, as it drains very quickly and the phone shuts down unexpectedly even when fully charged. These issues indicate that the product is defective and not in proper working condition.

As the phone was damaged upon arrival, I believe this situation is unacceptable and does not meet the quality standards promised on your website. I kindly request that you either replace the phone with a new one or provide a full refund, including any delivery charges.

Please let me know the next steps to resolve this issue as soon as possible. I have always trusted your service and hope for a prompt and satisfactory solution.

Thank you for your attention to this matter. I look forward to your response.

Yours sincerely,

Swaron

Word Count: 187

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Overall Band Score

9

(+/- 0.5)

Vocabulary Complexity:
B2 - Upper Intermediate
Opt for even more advanced words when appropriate.

Grammar Mistakes: N/A

Vocabulary Repetition:

phone: 6

Try using synonyms for the above words

Task Response

9

The letter appropriately satisfies all requirements of the task. There are no omissions or lapses. The letter is well-organized, clearly explains the issue, and states the desired resolution.

Coherence & Cohesion

9

The letter presents a clear and logical flow of information, making it easy to follow. The paragraphing is well-managed, contributing to the overall coherence of the letter. The use of cohesive devices is natural and effective.

Lexical Resource

9

The letter demonstrates a wide range of vocabulary used accurately and appropriately. The language is natural and sophisticated, enhancing the professional tone of the complaint.

Grammatical Range & Accuracy

9

The letter exhibits a wide range of grammatical structures with full flexibility and control. Punctuation and grammar are used appropriately throughout, ensuring clarity and precision.

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