1. What’s This? 1.It is a set or collection of written, printed, illustrated, or blank sheets, made of ink, paper, or other materials, usually fastened together to hinge at one side 2. It is a device that records and stores images. These images may be still photographs or moving images such as videos or movies. 3. Lights that appear repeatedly or suddenly. 4. It is a high speed electronic machine which performs logical calculations, processes, stores, and retrieves programmed information.

2. Think of Your Own Definitions Rights Rights are those actions... Buyers Buyers are people... Sellers Sellers are those... Law Law is...

3. Video 1. Watch and match the pictures. Watch and match the pictures 2. Watch and write out 3 major questions. 3. Watch and take notes (the answers to the questions).

4. Your Consumer Rights must be When you buy an item from a trader the law says the item must be: of satisfactory quality –... fit for purpose –... as described –...

5. Your Consumer Rights must be When you buy an item from a trader the law says the item must be: of satisfactory quality – last for the time you would expect it to and be free of any defects; fit for purpose – fit for the use described and any specific use you made clear to the trader; as described – match the description on packaging or what the trader told you.

6. Returning a Faulty Item 1. Tell the trader as soon as possible about the problem. 2. You will need to provide a proof of purchase. Words: receipt, invoice, credit card bill, bank statement

7. Situation You bought the lawnmower (газонокосилка) in the winter. It’s spring now. You start mowing and the the blade broke. Question: Question: May you have the right to a refund?

8. If You Don’t Agree with the Trader’s Response: make sure you can prove you bought the item or service from the trader, eg with a receipt, invoice or bank statement; find out if the trader has a complaints procedure you need to follow, eg a form you need to fill in online; collect all the documents that will support your complaint such as quotes, photos of the fault and emails between you and the trader.

9. What Is Better? complaining in person; complaining by phone; complaining in writing (by letter or e-mail).

10. How to Write a Letter of Complaint Include your name, address, and home and work phone numbers. Type your letter if possible. If it is handwritten, make sure it is neat and easy to read. Make your letter brief and to the point. Include all important facts about your purchase, including the date and place where you made the purchase and any information you can give about the product or service such as serial or model numbers or specific type of service. State exactly what you want done about the problem and how long you are willing to wait to get it resolved. Be reasonable. Include all documents regarding your problem. Be sure to send COPIES, not originals. Avoid writing an angry, sarcastic, or threatening letter. The person reading your letter probably was not responsible for your problem but may be very helpful in resolving it. Keep a copy of the letter for your records.