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Role-play: Complaining About a Faulty Laptop
Speaking
Role-play
You bought a laptop two weeks ago, but its battery runs out within an hour. You are at the customer service desk of an electronics shop, speaking to an assistant.
Partner: "Good afternoon. How can I help you today?"
Your turn: Politely explain the problem and say when you bought the laptop.
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Model answer: Good afternoon. I bought this laptop here two weeks ago, but I'm afraid the battery barely lasts an hour, even when I'm only browsing. I was told it would last at least eight, so I'd like to find out what can be done.
Partner: "I see. Have you been using the original charger, and have you installed any unusual software?"
Your turn: Say you have only used the original charger and installed nothing apart from a few standard programs.
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Model answer: Yes, I've only ever used the charger that came in the box. As for software, I've installed a word processor and a web browser, nothing out of the ordinary, so I really don't think I'm to blame.
Partner: "In that case I can send it to our technical department, but that could take up to ten days. Would that be acceptable?"
Your turn: Explain that this is too long because you need it for work, and ask for a replacement or a refund.
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Model answer: I'm afraid ten days is too long, since I need the laptop for my studies. Would it be possible to exchange it for a new one, or, failing that, to have a full refund?
Partner: "A replacement is possible if we have one in stock. Would you mind waiting a few minutes while I check?"
Your turn: Agree, thank the assistant, and say what you would like if there is no replacement.
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Model answer: Not at all, thank you for your help. If there isn't one in stock, I'd prefer a refund, though I'd also be happy to wait a couple of days if you could order a new one for me.
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