•You will hear another five recordings. •For each recording, decide what the speaker is trying to do •Write one letter (A-H) n

Man: This is the fourth time I’ve called about this. It’s a complete waste of my time and my staff’s time. When we ordered the photocopier from you, you assured us it would be installed by one of your engineers and set up ready for use. Well,all your engineer did is plug it in and that was it.And now every time we turn it on, we get a warning message. However, we don’t know what it means because your man didn’t even leave us a copy of the manual.

Woman: I’ve checked with the Warehouse Manager and it seems there was a mix-up with the transport documents and your order was somehow sent to San Diego instead of San Francisco. By the time the driver got back to San Francisco,he’d missed the next flight out. And then there was an announcement cancelling the last flight due to technical problems. Anyway, your order will be on the first plane tomorrow.