1. Ms. Winston is receiving this letter because
a) She wanted new service.b) She had an installation appointment.c) Paul is apologizing for his error.d) Paul is clarifying the delay.

2. Paul did not see her service order because
a) the secretary didn't read it.b) he was going on holiday.c) his assistant returned the order.d) he was off work during that time.

3. Other factors that affected service quality included
a) different employees.b) past secretaries.c) new rules and guidelinesd) personal matters.

4. Paul's solution to the issue includes
a) setting up a new router.b) adding installation fees and charges.c) sending a technician as soon as possible.d) providing a discount for services.

5. The complimentary services include
a) 3 months of discounted service.b) free installation computer.c) new high-speed internet.d) no charges for usage.

6. Paul wants Ms. Winston to know that
a) she can expect better service in the future.b) these things happen sometimes.c) this error is not his fault.d) only she can get these special services.

Dear Mr. Cordero,

I 7 a) somewhat appreciateb) am angered byc) greatly appreciated) acknowledge your response, and even more your managing of the matter. I have heard from many people and online sources that CableNet is 8 a) hiring a new secretaryb) among the worst providersc) the only available providerd) among the best providers , so truthfully this was the reason for choosing your service.

9 a) Be very worriedb) Do not worryc) I am angryd) I am sad about why this problem may have happened. I know that new employees are 10 a) likelyb) confusingc) acceptabled) annoying to confuse the details of their job, especially if their boss had gone away on vacation.

Lastly, I will be available the following week to meet with 11 a) the internet installerb) the service providersc) the installation clerkd) the service technician that will be coming over to service my place.

Many thanks,
Ms. Winston.

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