Formal Letter (Surat Resmi) & Personal Letter (Surat Pribadi)
Reading Text (Teks Bacaan)
To: Mr. Steven Jung
Manager of Customer Relations
Skyline Electronics
Manager of Customer Relations
Skyline Electronics
Dear Mr. Jung,
I am writing this letter to formally complain about a recent purchase I made on your website on January 5, 2026. I ordered a high-end laptop (Order ID: #8821), but upon its arrival yesterday, I discovered that the screen was cracked and the charging port was non-functional.
I have already tried calling your support hotline, but I was placed on hold for over forty minutes without any response. As a loyal customer, I am deeply disappointed with both the product quality and the service provided.
I insist on a full refund or an immediate replacement of the unit at no additional cost. I have attached the photos of the damaged item and the receipt as evidence. I look forward to your immediate action regarding this matter.
Yours sincerely,
Aditya Pratama
Questions (Soal Latihan)
1. What is the writer’s primary intention in sending the letter?
A. To request a job at Skyline Electronics.
B. To express satisfaction with a new laptop.
C. To demand a solution for a defective product.
D. To promote a new high-end laptop to Mr. Jung.
E. To ask for information about Order ID #8821.
(Apa niat utama penulis dalam mengirimkan surat tersebut? / C. Untuk menuntut solusi atas produk yang cacat.)
A. To request a job at Skyline Electronics.
B. To express satisfaction with a new laptop.
C. To demand a solution for a defective product.
D. To promote a new high-end laptop to Mr. Jung.
E. To ask for information about Order ID #8821.
(Apa niat utama penulis dalam mengirimkan surat tersebut? / C. Untuk menuntut solusi atas produk yang cacat.)
2. Which of the following words is a synonym for the word "defective" based on the text?
A. Expensive
B. Functional
C. Damaged
D. Additional
E. Official
(Manakah dari kata berikut yang merupakan sinonim dari kata "defective" (cacat) berdasarkan teks? / C. Damaged (rusak).)
A. Expensive
B. Functional
C. Damaged
D. Additional
E. Official
(Manakah dari kata berikut yang merupakan sinonim dari kata "defective" (cacat) berdasarkan teks? / C. Damaged (rusak).)
3. What can be inferred about the writer’s experience with the support hotline?
A. The customer service was very helpful and fast.
B. The writer failed to talk to anyone on the support team.
C. The support team refused to give a refund over the phone.
D. The writer did not try to call the company before writing the letter.
E. The hotline was the most effective way to solve the problem.
(Apa yang dapat disimpulkan tentang pengalaman penulis dengan layanan bantuan telepon? / B. Penulis gagal berbicara dengan siapapun di tim bantuan.)
A. The customer service was very helpful and fast.
B. The writer failed to talk to anyone on the support team.
C. The support team refused to give a refund over the phone.
D. The writer did not try to call the company before writing the letter.
E. The hotline was the most effective way to solve the problem.
(Apa yang dapat disimpulkan tentang pengalaman penulis dengan layanan bantuan telepon? / B. Penulis gagal berbicara dengan siapapun di tim bantuan.)
4. What will the writer most likely do if the company ignores this letter?
A. Purchase another laptop from the same store.
B. Recommend the store to his friends.
C. Take further action to get his money back.
D. Fix the charging port by himself.
E. Cancel the refund request.
(Apa yang kemungkinan besar akan dilakukan penulis jika perusahaan mengabaikan surat ini? / C. Mengambil tindakan lebih lanjut untuk mendapatkan uangnya kembali.)
A. Purchase another laptop from the same store.
B. Recommend the store to his friends.
C. Take further action to get his money back.
D. Fix the charging port by himself.
E. Cancel the refund request.
(Apa yang kemungkinan besar akan dilakukan penulis jika perusahaan mengabaikan surat ini? / C. Mengambil tindakan lebih lanjut untuk mendapatkan uangnya kembali.)
Pembahasan Materi (Exam Insight):
- Tipe Soal 1 (Main Idea/Purpose): Fokus pada paragraf pertama. Kata kunci "formally complain" langsung menunjukkan tujuan surat.
- Tipe Soal 3 (Inference/Kesimpulan): Anda harus membaca "antara baris". Penulis menyebutkan "placed on hold for over forty minutes without any response", artinya dia tidak berhasil tersambung dengan petugas.
- Tone: Nada surat ini adalah Firm and Professional (Tegas dan Profesional).
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