יש לקרוא את הטקסט ולענות באנגלית על השאלות בחלק A (70 נקודות). אחר כך עונים על חלק אוצר המילים (30 נקודות). אין להשתמש במילון: רשימת המילים שמתחת לטקסט מסבירה את המילים הקשות. אפשר לענות במילים שלך, אלא אם השאלה מבקשת להעתיק מהטקסט.
Read the text and answer the questions in Part A in English (70 points). Then do the Vocabulary part (30 points). You may NOT use a dictionary; the word list under the text explains difficult words. Answer in your own words if the question does not ask for words from the text.
To the Customer Service Manager, Echoline Ltd.
Dear Sir or Madam,
I am writing to complain about a pair of Echoline X5 wireless headphones
that I bought from your online shop on 14th August, and about the way your
company has dealt with my problem since then. My order number is 58321.
I chose the X5 after reading the description on your website, which
promised "twenty hours of battery life" and "crystal-clear sound for calls".
I paid 590 shekels, which is a lot of money for a student. The headphones
arrived a week later than you had promised, but at first I was pleased with
them. The sound was excellent, and they were comfortable to wear.
Unfortunately, after only three weeks, problems began. The battery now
lasts less than four hours, even when I charge it fully. In addition, the
left side often stops working in the middle of a song, and when I make phone
calls, people tell me that they cannot hear me clearly. I have followed
every instruction in the user guide, including resetting the headphones
twice, but nothing has helped.
On 10th September I contacted your customer service department by email.
I received an automatic reply which said that someone would answer within
two working days. After a week with no answer, I phoned your service centre.
I waited on the line for forty minutes, and then the call was disconnected.
When I finally spoke to a representative, he told me that the problem was
probably my fault and suggested that I buy a new charger.
I find this response unacceptable. The headphones are still under a
one-year warranty, and I have used them carefully, exactly as the guide
explains. Moreover, your own website states that every customer is entitled
to a repair, a replacement or a refund when a product does not work as
described.
I would therefore like you to replace the headphones with a new pair, or
give me a full refund, within fourteen days. I have kept the original box
and the receipt, and I am happy to send the headphones back to you at your
expense.
I have been a loyal customer of Echoline for several years, and I hope
you will solve this problem quickly. If I do not hear from you, I will have
no choice but to take the matter further.
Yours faithfully,
Tamar Golan
Exercices
Part A — Reading comprehension
Exercice 1
What TWO things is Tamar complaining about? Choose the correct answer. (lines 3–5)
Voir la réponse et le corrigé
Réponse : B The headphones and the way the company has dealt with her problem.
Exercice 2
Why did Tamar choose the X5 headphones? Give TWO details. (lines 6–7)
Voir la réponse et le corrigé
Réponse : {{en|The website promised twenty hours of battery life; It promised crystal-clear sound for calls.}}
Exercice 3
The headphones arrived on time.
Voir la réponse et le corrigé
Réponse : Faux · “The headphones arrived a week later than you had promised”
Exercice 4
At first, Tamar was happy with the headphones.
Voir la réponse et le corrigé
Réponse : Vrai · “at first I was pleased with them”
Exercice 5
Tamar did not try to solve the problem herself.
Voir la réponse et le corrigé
Réponse : Faux · “including resetting the headphones twice”
Exercice 6
List the THREE problems Tamar has with the headphones. (lines 11–14)
Voir la réponse et le corrigé
Réponse : {{en|The battery lasts less than four hours (even when fully charged); The left side often stops working in the middle of a song; During phone calls, people cannot hear her clearly.}}
Exercice 7
Complete the time line of Tamar's contact with Echoline. (lines 17–22)
Columns: When | What happened
10th September — Tamar emailed customer service and received ____
Voir la réponse et le corrigé
Réponse : 10th September — Tamar emailed customer service and received an automatic reply
Exercice 8
Complete the time line of Tamar's contact with Echoline. (lines 17–22)
Columns: When | What happened
A week later — ___
Voir la réponse et le corrigé
Réponse : {{en|she phoned the service centre, waited forty minutes, and the call was disconnected}}
Exercice 9
Complete the time line of Tamar's contact with Echoline. (lines 17–22)
Columns: When | What happened
Finally — ___
Voir la réponse et le corrigé
Réponse : {{en|a representative said the problem was probably her fault and suggested a new charger}}
Exercice 10
Why does Tamar think the representative's response is unacceptable? Give TWO reasons. (lines 23–27)
Voir la réponse et le corrigé
Réponse : {{en|The headphones are still under a one-year warranty / she used them carefully, exactly as the guide explains; The company's own website states that customers are entitled to a repair, a replacement or a refund when a product does not work as described.}}
Exercice 11
Complete the sentences according to the letter. (lines 28–31)
Tamar wants a new pair of headphones or ____ within fourteen days.
Voir la réponse et le corrigé
Réponse : Tamar wants a new pair of headphones or a full refund within fourteen days.
Exercice 12
Complete the sentences according to the letter. (lines 28–31)
She is happy to send the headphones back, but the company must ___.
Voir la réponse et le corrigé
Réponse : {{en|pay for sending them back (the headphones go back at the company's expense)}}
Exercice 13
Answer the questions.
What does Tamar mean when she says she will "take the matter further" (line 34)?
Voir la réponse et le corrigé
Réponse : {{en|She will take stronger action, for example complain to a consumer organisation, go to court, or write public reviews.}}
Exercice 14
Answer the questions.
Do you think Tamar's letter is effective? Give ONE reason.
Voir la réponse et le corrigé
Réponse : {{en|Yes, for example it is polite and clear; it gives exact facts (dates, order number, problems); it makes a clear request with a deadline. Reason + clear English.}}
Part B — Vocabulary
Exercice 15
Complete each sentence with a word from the box. There are more words than you need
Words: damaged · exchange · satisfied · deliver · purchase
The box was ____ when it arrived, so the glass inside was broken.
Voir la réponse et le corrigé
Réponse : The box was damaged when it arrived, so the glass inside was broken.
Exercice 16
Complete each sentence with a word from the box. There are more words than you need
Words: damaged · exchange · satisfied · deliver · purchase
If the shirt is too small, you can ____ it for a bigger one.
Voir la réponse et le corrigé
Réponse : If the shirt is too small, you can exchange it for a bigger one.
Exercice 17
Complete each sentence with a word from the box. There are more words than you need
Words: damaged · exchange · satisfied · deliver · purchase
We were very ____ with the service, so we will order from them again.
Voir la réponse et le corrigé
Réponse : We were very satisfied with the service, so we will order from them again.
Exercice 18
Choose the answer closest in meaning to the word in the text “dealt with” (line 5)
Voir la réponse et le corrigé
Réponse : C handled
Exercice 19
Choose the answer closest in meaning to the word in the text “loyal” (line 32)
Voir la réponse et le corrigé
Réponse : A faithful, coming back again and again