The Issue Needs to Be Fixed
Explore passive infinitives with need, expect, and want in customer service messages, from everyday requests to timing and expectations.
Preview
Questions with solutions-
1. Συμπληρώστε το κενό.
The error on the payment page needs ___ before we can accept online orders.
- to fix
- to be fixed
- to be fixing
Someone fixes the error; the error does not perform the action.
Show solution
The error on the payment page needs to be fixed before we can accept online orders.
Use “need + to be + past participle” when the subject receives the action: “needs to be fixed.”
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2. Επιλέξτε τη σωστή απάντηση.
Who wants to receive the notification?
Customer: “I want to be notified when my order ships.”
- The employee preparing the order.
- The driver delivering the order.
- The customer who placed the order.
Who does “I” refer to?
Show solution
- The customer who placed the order.
In “I want to be notified,” the speaker receives the notification. “I want to notify” would make the speaker the person giving it.
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3. Συμπληρώστε το κενό.
The supplier has arranged shipping. We expect the replacement laptop ___ on Friday.
- to be delivered
- to deliver
- to be delivering
The laptop is the item being transported.
Show solution
The supplier has arranged shipping. We expect the replacement laptop to be delivered on Friday.
“Expect” can take an object followed by a passive infinitive: “expect the laptop to be delivered.”
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4. Επιλέξτε τη σωστή απάντηση.
What service is the customer requesting?
Customer: “I want this damaged blender to be replaced, not repaired.”
- Repair the customer's original blender.
- Provide another blender in place of the damaged one.
- Return the payment without providing another blender.
The customer makes a clear distinction between two possible services.
Show solution
- Provide another blender in place of the damaged one.
A replacement takes the place of the original item. A repair fixes the original item so it can be used again.
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5. Συμπληρώστε το κενό.
I want my account ___ by a supervisor rather than an automated system.
- to be reviewing
- to review
- to be reviewed
The account receives the review; the supervisor performs it.
Show solution
I want my account to be reviewed by a supervisor rather than an automated system.
“Want + object + to be + past participle” expresses a desired action affecting that object. The “by” phrase identifies who should do it.
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6. Επιλέξτε τη σωστή απάντηση.
What does this message tell you about who must reset the code?
Your access code needs to be reset before you can sign in again.
- It does not identify who must reset it.
- You must reset it yourself.
- A support agent must reset it.
Does the sentence name the person responsible for the action?
Show solution
- It does not identify who must reset it.
The passive can focus on the necessary action without naming the person who performs it. A “by” phrase could add that information.
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7. Συμπληρώστε το κενό.
I want the package ___ outside; please hand it to me.
- not to leave
- not to be left
- not to be leaving
The request prevents someone from leaving the package outside.
Show solution
I want the package not to be left outside; please hand it to me.
“Not to be left” makes the passive infinitive negative. The package receives the action, and the customer wants that action avoided.
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8. Συμπληρώστε το κενό.
The complaint needs to be dealt ___ before we can close the case.
- by
- to
- with
Some verbs keep their preposition when they become passive.
Show solution
The complaint needs to be dealt with before we can close the case.
“Deal with a complaint” becomes “a complaint needs to be dealt with.” The preposition stays even when the complaint becomes the subject.
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9. Επιλέξτε τη σωστή απάντηση.
How certain is delivery in this message?
We expect your repaired tablet to be delivered by Thursday.
- Delivery by Thursday is anticipated, but not guaranteed.
- Delivery by Thursday is guaranteed.
- Delivery has already taken place.
An expectation is different from a promise.
Show solution
- Delivery by Thursday is anticipated, but not guaranteed.
“Expect” describes what someone believes will happen. It does not, by itself, guarantee the result.
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10. Συμπληρώστε το κενό.
It's Friday afternoon. The inspection was scheduled for Thursday, so I expect it ___ by now.
- to have completed
- to have been completing
- to have been completed
The inspection receives the action, and the expected completion is already in the past.
Show solution
It's Friday afternoon. The inspection was scheduled for Thursday, so I expect it to have been completed by now.
The perfect passive infinitive, “to have been completed,” looks back at an action expected to be finished before now.
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11. Επιλέξτε τη σωστή απάντηση.
Which statement describes the customer's view?
Customer: “I want the refund to be approved, but I don't expect it to be approved today.”
- The customer expects approval today but does not want it.
- The customer wants approval but does not anticipate it today.
- The customer says approval has already happened.
A desired result and an expected result are not always the same.
Show solution
- The customer wants approval but does not anticipate it today.
“Want” expresses a desired result; “expect” expresses a belief about what will happen. Someone can want a result without expecting it soon.
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12. Επιλέξτε τη σωστή απάντηση.
Which statement matches the exchange?
Customer: “I wanted the replacement to be tested before it was shipped.”
Agent: “It was shipped without a test.”- The customer wanted to test the replacement personally.
- The replacement is still waiting to be shipped.
- The result the customer wanted was not achieved.
Compare the customer's desired sequence with what actually happened.
Show solution
- The result the customer wanted was not achieved.
“Wanted something to be done” describes an earlier wish, not proof that it happened. Here, the agent confirms that the test was skipped.