5-1-3 Dialogue A Customer Complaint 顾客投诉

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 that’s something I can do to help you. Please tell me what happened.

I order a new washing machine at yourwebsite. It was more than a week ago.

Before you go on, may I have your order number please?

Sure, it’s abc1005.

And may I have the last four digits of your social security number?

I don’t have a social security number. I’man illegal alien.

Very funny, sir. Ok, then. What’s your first pet’s name?

Mr Kidi.

OK, I see your all information. Now, what’s the problem?

I ordered a washing machine and paid for it. Then I chose the 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.

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 fifty 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 much better service.

I’m really sorry, sir. Is that anything else I can do for you?

Yes, that 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 are welcome, sir. And once again, please accept my apologies.