Formal Complaint and Resolution Request

Written by AI · TOEFL · email · full marks on this task's criteria · 128 words

The task

You recently bought a high-end laptop from the university bookstore for your final project, but it developed a major hardware fault after only two days of use. You have heard that the store has a strict no-refund policy, but you need them to provide a replacement or a full credit to your account. Write an email to the manager of the university bookstore. In your email, Describe the defect, express your frustration with the current policy, and propose a fair solution.

The answer

Dear Manager,

I am writing to report a critical hardware failure with the laptop I purchased from your store two days ago. Despite minimal use, the screen flickers incessantly and the system consistently fails to boot, rendering it useless for my final project.

While I understand your store maintains a strict no-refund policy to protect against misuse, this device was clearly defective upon arrival. It is deeply frustrating to encounter such a significant technical obstacle at this crucial stage of my academic work.

Given the circumstances, I request a direct replacement or a full credit to my account. I have attached the purchase receipt and a video documenting the fault. I trust you will handle this matter promptly to ensure I can resume my work without further delay.

Why these choices work

Read these rather than the essay. Copying model phrasing is what costs marks — the technique is the part you can reuse.

rendering it useless

Uses a formal participle phrase to concisely link a cause to its negative consequence.

While I understand

Employs a concession clause to acknowledge the store's policy, which makes your subsequent counter-argument appear more reasonable.

deeply frustrating

Uses an intensifier with an emotive adjective to express dissatisfaction without resorting to aggressive or unprofessional language.

Given the circumstances

A professional transition phrase that logically connects the previous problem to your proposed solution.

I trust you will

A polite but firm imperative structure that sets a professional expectation for the manager’s response.

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Written by OpenWriting Coach's AI writer and reviewed before publishing. OpenWriting Coach is an independent tool and is not affiliated with, endorsed by, or connected to IELTS, the British Council, IDP, Cambridge, or ETS.