Task 1

Spend 20 minutes on this task. Imagine you recently bought a book online and when it arrived, you discovered that some pages were missing. Write a letter to the customer service department of the online store where you purchased the book. In your letter, you should:
- Explain the problem with the book you received.
- Describe what you expected when you ordered the book.
- Express how this problem has affected you.
- Request a specific action to resolve the issue.

You should write at least 150 words.

Answers and Tips

Task 1

Band 5 Example Answer:

Dear Customer Service,

I bought a book from your store. The book is "The Great Adventure" by L. Scott. But some pages are missing. Pages 50 to 70 are not there. I am sad because I cannot read the whole story.

When I ordered the book, I thought it would be new and all pages would be there. I wanted to read it because I like adventures. I was excited to see what happens in the story.

Now, I can't enjoy the book. I was looking forward to reading it in my free time. But with pages missing, it's not good. I can't read the full story and I feel upset.

Please can you send me a new book? I want one with all the pages. I need the complete book to read the whole story. Thank you for fixing this.

From,
Jamie Patterson

Band 7 Example Answer:

Dear Customer Service Team,

I am writing to inform you about a problem with a book I recently purchased from your online store. The book is "The Enchanted Forest" by Colin Thiele, and I was excited to receive it. However, upon its arrival, I discovered that it is missing several pages.

When I ordered the book, I expected a brand new copy with all pages intact and in perfect reading condition. I had planned to read this book during my vacation, which is coming up next week. The missing pages are a big disappointment as they disrupt the story and ruin my reading experience.

This issue has affected me as I was looking forward to enjoying this book during my time off. It's frustrating to have my plans upset because of this oversight. I had chosen your store because of your good reputation, and I did not expect such a problem.

I would appreciate it if you could send me a complete replacement copy of "The Enchanted Forest" as soon as possible, or offer a full refund if a replacement is not available. Please let me know the next steps I need to take to resolve this.

Thank you for your prompt attention to this matter.

Sincerely,
Evelyn Harper

Band 9 Example Answer:

Dear Customer Service Team,

I am writing to report an issue with a recent purchase from your online store. The book I ordered, "Intricacies of the Mind" by Dr. Helena Strauss, arrived yesterday with a significant defect: several pages, specifically from 101 to 134, are missing.

When I placed the order, I anticipated receiving a new, intact copy of the book, as advertised on your website. As a psychology enthusiast, I was eager to delve into Dr. Strauss's insights, particularly the chapters on cognitive development which, unfortunately, are in the section of the missing pages.

This issue has not only halted my reading progress but has also caused me considerable inconvenience, as I require the complete text for an upcoming study group session. The missing content disrupts the continuity and understanding of the subject matter, rendering the book practically unusable for my purposes.

I kindly request that you send a replacement copy of the book that includes all the pages, ensuring it undergoes a thorough check before dispatch. Alternatively, I would accept a full refund if a replacement cannot be promptly provided. Please advise on the next steps and how you intend to rectify this situation.

Thank you for your immediate attention to this matter. I look forward to a swift resolution.

Warm regards,
Evelyn Sorensen

Useful expressions and vocabulary for Task 1:

1. Dissatisfied (adjective): This word means not happy with something because it is not as good as you expected it to be. When you tell the customer service that you are dissatisfied, you are saying that you are not pleased with the book you got.
2. Defective (adjective): Something that has a problem or fault. If you say the book is defective, it means there's something wrong with it, like the missing pages you found.
3. Rectify (verb): To fix or correct something. You can use this word when you want the store to fix the problem with your order.
4. Inconvenience (noun): Trouble or problems that make things more difficult for you. Telling the customer service about the inconvenience caused by the missing pages shows how the problem has affected you.
5. Full refund (noun phrase): Getting all your money back. If you ask for a full refund, you want the store to give you back all the money you paid for the book.
6. Replacement (noun): A new item that is given because the original one was not good. You might request a replacement book that has all the pages.
7. Anticipate (verb): To expect or look forward to something. You can use this word to describe what you were hoping for when you ordered the book.
8. Immediate attention (noun phrase): Quick or prompt action to deal with something. Asking for immediate attention means you want the store to deal with your problem quickly.
9. Compensation (noun): Something, often money, given to make up for a loss or problem. You might ask for compensation if the missing pages caused you a significant problem.
10. Resolution (noun): A solution or way to solve a problem. When you ask for a resolution, you are asking the store to solve the issue with the book.
11. Flawed (adjective): Having mistakes or imperfections. Describing the book as flawed tells the customer service that it's not perfect because of the missing pages.
12. Disappointment (noun): The feeling of being unhappy because something was not as good as expected. You can express your disappointment to let them know how you feel about the situation.
13. Follow up (verb): To take additional steps to ensure that something is done. You can ask the customer service to follow up with you after they've received your letter.
14. Quality assurance (noun phrase): A promise that products will be good and without problems. Mentioning quality assurance might remind the store of their responsibility to sell good products.
15. Order confirmation (noun phrase): A message that tells you your order has been received and is being processed. You might reference your order confirmation in the letter to show the details of your purchase.

Tips:

1. Be clear about the problem: Start by explaining exactly what's wrong with the book. Mention the missing pages and any other issues. It's like telling the doctor where it hurts so they can help you feel better!

2. Share your expectations: Talk about what you thought you would get when you ordered the book. Did you expect a brand-new, complete book? It's important to let them know that you wanted to read every single page!

3. Explain how it's affected you: Tell them why the missing pages are a big deal for you. Maybe you needed the book for a class or you were super excited to read it. It's like when you miss the end of a movie - so frustrating!

4. Ask for what you need: Be specific about how they can make things right. Do you want a new book or maybe your money back? It's like when you order a pizza and they forget your favorite topping - you'd want the right pizza delivered!

5. Be polite and thankful: Remember to say please and thank you. Even though you're upset, being nice can help you get what you want. It's like saying "trick or treat" with a smile - you're more likely to get an extra candy!

Task 2

Band 5 Example Answer:

Many people think we need to test on animals to make sure medicines and other things are safe for people. They say this is important because it helps to stop people from getting sick from new medicines. They also think that it's better to test on animals than on humans because it's safer for us.

But, other people say it's not right to hurt animals. They believe that animals have feelings too and we shouldn't make them suffer for our benefits. These people think we should find other ways to test medicines that don't involve animals. They say we can use computers or grow cells in labs to see if new medicines are safe.

I think it's a hard choice. I feel sad for the animals because I don't like it when they are hurt. But I also understand that we need to make sure medicines are safe for people. Maybe we can do both. We can use animals for some tests when we really need to, but also try to find new ways to test without animals. This way, we can take care of people's health and also be kind to animals.

For example, I heard about scientists growing human skin in a lab to test things like creams and lotions. Maybe we can do more things like this. It's important to work on new ideas so we don't have to use animals so much. This is what I think is the best way.

Band 7 Example Answer:

Testing on animals is a topic that makes many people feel strongly on both sides. Some think it is needed to make sure medicines and other things are safe for us. They say that by testing on animals, scientists can find out if a new drug might make people sick or help them get better. For example, before a new medicine is given to humans, it is often tested on mice or rabbits to check if it is safe. This way, the risk to people is lower when they start using the medicine.

On the other hand, there are people who believe that it is not right to use animals in this way. They feel that animals have the right to be treated kindly and not be hurt, just like humans. They also say that animals and humans are different, so testing on animals might not always give the right answers for people. Plus, with today's technology, there are other ways to test that don't involve animals. For instance, scientists can use computer models or test on human cells in a lab.

In my opinion, I think we should try to find a balance. It is important to keep people safe and make sure that medicines will not harm them. However, we should also respect animals and not cause them pain. If there are other ways to test that don't involve animals, we should use those methods. But sometimes, if there is no other way and the medicine could save many lives, then it might be the only choice we have. It's a tough decision, but the safety of people and the kindness to animals are both very important.

Band 9 Example Answer:

The debate over animal testing has been a contentious issue for decades, with strong arguments on both sides. On one hand, proponents of animal testing argue that it is an essential step in ensuring the safety of medicines and various products intended for human use. On the other hand, opponents contend that it is morally wrong to subject animals to harm for these purposes.

Supporters of animal testing posit that the practice has been instrumental in medical advancements and in the development of new drugs. For instance, insulin was first isolated from dogs, and this breakthrough has since saved countless lives of diabetics around the world. They argue that the biological similarities between humans and certain animals make the latter an indispensable model for predicting human responses to drugs and treatments. Without animal testing, they claim, many medications that we take for granted today might not exist, or worse, could be unsafe due to the lack of rigorous testing.

Conversely, critics of animal testing highlight the ethical implications of causing pain and suffering to animals. They argue that animals have rights and should not be treated as mere tools for human benefit. Alternatives to animal testing, such as computer modeling, cell cultures, and human tissue-based methods, are often cited as more humane and sometimes more effective options. For example, the "organs-on-chips" technology, which uses human cells to simulate the functions of organs, has been gaining traction as a viable alternative to animal testing. Furthermore, the unreliability of animal testing, given the significant biological differences between species, is also a concern raised by opponents.

In my opinion, while the safety of medicines and products is paramount, it is our ethical responsibility to seek alternatives to animal testing whenever possible. The advancement of technology has provided us with more humane and potentially more accurate methods for testing. While recognizing the past contributions of animal testing to medical science, I believe we should now focus on developing and implementing alternatives that do not involve animal suffering.

In conclusion, the issue of animal testing is complex, with valid points raised by both proponents and opponents. However, with the evolution of science and ethics, it is crucial to prioritize the reduction of animal testing in favor of more humane and potentially more effective methods.

Useful expressions and vocabulary for Task 2:

1. Controversial (adjective): This word means something that a lot of people disagree about. When you talk about animal testing, you're talking about a topic that many people have very different opinions on.
2. Ethical dilemma (noun phrase): This is a tricky problem about what is right or wrong. Using animals for testing can be seen as an ethical dilemma because it makes us question our morals.
3. Advocate (verb): This means to support or argue for something. Some people advocate for animal testing because they believe it's necessary for science.
4. Oppose (verb): To be against something. Other people oppose animal testing because they think it's cruel to animals.
5. Welfare (noun): This is about the health, happiness, and good conditions of someone or something. When discussing animal testing, people often talk about the welfare of the animals.
6. Justify (verb): To show that something is right or reasonable. People who agree with animal testing often try to justify it by talking about the benefits for humans.
7. Cruelty-free (adjective): Products that are made without harming animals are described as cruelty-free. Some people only buy cruelty-free products because they don't want to hurt animals.
8. Alternative methods (noun phrase): These are different ways of doing something. People who don't like animal testing say we should use alternative methods to test products.
9. Biomedical research (noun phrase): This is when scientists study how to treat diseases that affect humans and animals. Animal testing is often used in biomedical research.
10. Compassionate (adjective): Being kind and wanting to help others. People who care about animals often talk about being compassionate towards all living things.
11. Inhumane (adjective): Something that's cruel and causes suffering. When people say that animal testing is wrong, they might call it inhumane.
12. Synthetic (adjective): Made by chemical processes, usually to imitate something natural. Scientists are working on synthetic alternatives to animal testing.
13. Legislation (noun): This is a set of laws. Some countries have strict legislation about how animals can be used in testing.
14. Long-standing debate (noun phrase): A discussion that has been going on for a very long time. Animal testing is a long-standing debate with many people feeling strongly on both sides.
15. Compassionate grounds (noun phrase): Reasons based on caring and not wanting to cause pain. Some people argue against animal testing on compassionate grounds.

Tips:

1. Write down both sides: Before you start, jot down the main points for and against animal testing. This will help you to make sure you talk about both views in your essay. Remember to include reasons why some people think it's important and why others feel it's wrong.

2. Share your opinion clearly: After discussing both sides, tell the reader what you think. Use phrases like "In my opinion," or "I believe that" to start your sentences, so it's clear you're giving your own thoughts on the topic.

3. Support your ideas: When you say what you think, always give reasons why. If you think animal testing is bad, explain why it's harmful to animals. If you think it's necessary, talk about safety for humans. This makes your argument stronger.

4. Organize your essay: Make sure your essay has an introduction, where you say what you're going to write about, a few paragraphs for the main part, where you discuss both views and give your opinion, and a conclusion, where you wrap everything up. This helps your essay to flow nicely.

5. Use careful language: When writing about a topic that can make people feel strong emotions, like animal testing, choose your words carefully. Be respectful of both points of view and try not to use words that are too strong or might upset someone. This shows you can think about a topic and discuss it in a thoughtful way.