Advanced - How to complain

Watch the following video and answer the questions:


1. What was Kelly's problem? She was convinced (talked off) to buy another mobile phone instead of a blackberry and the alarm wouldn't stop. She got another one with the same problem.
2. What was Bruce's problem? The airconditioning system form Sears had a lot of problems (the compressor, the fan, the thermostat) and he has a 10-year contract with them.
3. What was Ben's problem? He bought a Play Station that didn't work and when he went to the shop again they said the serial number didn't match. That it was stolen.
4. What was Mike's problem? He and his wife paid $4,000 for a cruise in the Caribbean and the stops it made at the ports were shorter than scheduled. The company said they could change the itinerary whenever they wanted without warning.
5. What was Mary's problem? She bought an adjustable bed whose back didn't stay up.
6. What's the secret of complaining? Write a letter to the boss of the company because companies care about the customers. Silverman says he always succeeds.
7. What advice does Silverman give to people who want to complain? Don't call the customer service, don't go to their website, write a letter. Start the letter with praise: "I like your company and you've let me down", explain what you want them to do, what kind of compensation, write brief letters.
8. What did Kelly get? A discount for a new blackberry and kept the other mobile too, now she has 2 mobiles.
9. What did Ben get? A new Playstation
10. What did Mike get? Nothing, the company won't give him a refund.
11. What did Mary get? A new bed.
12. What did Bruce get? A new airconditioning system, in winter.

As always the answers are written in white. Select the area after the questions to see them.