Unfortunately even the best or most expensive products break sometimes. In such case we have no choice but to contact customer service, usually by phone or e-mail and follow their policies and procedures.
If you ever have gone through such process you know how painful it can be. It is of course essential that we understand all key phrases used in such scenarios. In the dialog below Eilleen tries to return a faulty laptop that she has recently bought.
Dermot: Welcome to Laptop Land shop. Dermot O’Reilly. How can I help you.
Eilleen: Hello, I have some difficulty with my laptop I bought in your shop a few weeks ago.
Dermot: Do you have the transaction reference number?
Eilleen: Yes, it’s NB 7645132
Dermot: That’s great. What seems to be the problem?
Eilleen: The screen is flashing all the time. It’s really annoying I would like to return it and get my money back.
Dermot: I’m sorry, our shop has a very strict return policy. We can make a refund only within 28 days from the date of the purchase, and it shows on the system you bought your laptop over six weeks ago.
Eilleen: I know but it hasn’t worked properly since I got it. I didn’t break it myself. I didn’t drop it or throw it. I think it has some kind of a manufacturing defect . I simply don’t want it anymore.
Dermot: I understand. Your computer has one-year warranty. You could send it back to the manufacturer, and they will either fix it or replace it.
Eilleen: Can you not replace it for me in the shop?
Dermot: I’m afraid that’s not possible after 28 days from the date of purchase.
Eilleen: This is ridiculous. You want me to get into trouble of going to the post office, taking risk of the parcel getting lost on the way and waiting for I don’t know how long before I get my laptop back whereas the shop, which sold me a faulty laptop, does not offer any help. You don’t seem to care about your customers at all. Actually, I would like to make a complaint. Can I speak to your supervisor, please?
Across:
3. Faulty feature (of a product)4. Repair
6. A person in charge of a group of employees
7. To make a __________ - to say you are not happy about something in a formal way
9. Offer a different or a new one
10. Irritating
11. A set of rules
Down:
1. Problem
2. Give back
5. Opposite of ‘repair’
7. A period of time when you can get a product repaired or replaced free of charge
