Is this the Ace Service Center?
Yes, it is, sir?
May I help you?
Yes, I'm calling to complain about your service.
Certainly, sir. I'm sorry to hear that.
Let me see if there's something I can do to help you.
Please tell me what happened.
I ordered a new washing machine on your website.
It was more than a week ago.
Before you go on, may I have your order number, please?
It's abc1005.
And may I have the last 4 digits of your social security number?
I don't have a social security number.
I'm an illegal alien.外国人，外星人
Very funny, sir.
OK, then, What is your first pet's name?
Mr kitty.
OK, I see your order information.
Now, what's the problem?
I ordered the washing machine and paid for it.
Then I chose a delivery date from a set of choices.
It was supposed to be delivered today but it's still not here.
Did anyone contact you？
No, I haven't received any messages.
I'm sorry to hear that, sir.
I see here that the washing machine you ordered hasn't arrived in our warehouse yet.
It can't be delivered until next week.
You don't even have it yet?
Why haven't I been notified?
I took time off from work to be at home today.
（He stayed at home because he was expecting the delivery.）
You should have been notified by phone or email.
I wasn't.
I haven't received any notification.
This is very upsetting.
I understand, sir.
I'm really sorry for this.
Being sorry isn't enough.
I'm really upset.
This is no way to do business.
Yes, sir. I understand.
I can send you a 50 dollar gift coupon as a way to express our appreciation for your patience.
I don't care about the money.
I don't blame you of course, but I want you to know how disappointed that I am with Ace.
I expected a much better service.
(What does the service office representative offer to do?（客服）代表)
I'm really sorry, sir.
Is there anything else I can do for you?
Yes, there is.
I'd like to cancel the order and get a refund.
I'm sorry to hear that, sir. But I understand.
I'll see to it that you get your refund.
How long will it take before I get the refund?
You should see the credit on your next month's credit card billing statement.
Thanks for your help.
You're welcome, sir. And once again, please accept my apologies.