M: Is this the Ace service center?
F: Yes, it is, Sir. May I help you?
M: Yes, I’m calling to complaining about your service.
F: 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.
M: I ordered a new washing machine your website. It was more than a week ago.
F: Before you go on, may I have your order number, please?
M: Sure, it’s abc1005.
F: And may I have the last 4 digits of your social security number?
M: I don’t have a social security number. I’m an illegal alien.
F: Very funny, sir. Ok, then. What’s your first pet’s name?
M: Mr. Kidi.
F: OK, I see your all information. Now, what’s your problem?
M: I ordered the washing machine and paid for it. Then I chose the delivery date for a set of choices. It was supposed to be delivered today, but it’s still not here.
F: Did anyone contact you?
M: No, I haven’t received messages.
F: I’m sorry to hear that sir.
F: I see here that the washing machine you ordered hasn’t arrived in our warehouse(仓库) yet. It can be delivered until next week.
M: You don’t even have it yet? Why haven’t I been notified. I took time off from work to be at home today.
F: You should have been notified by phone or email.
M: I wasn’t. I haven’t received any notification. This is very upsetting.
F: I understand, sir. I’m really sorry for this.
M: Being sorry isn’t enough. I’m really upset. This is no way to do business.
F: Yes, sir, I understand.
F: I can send you a 50-dollar gift coupon as a way to express our appreciation for your patience.
M: 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.
F: I’m really sorry, sir. Is there anything else I can do for you?
M: Yes, that is. I’d like to cancel the order and get a refund.
F: I’m sorry to hear that, sir. But I understand. I’ll see to it that you get your refund.
M: How long will it take before I get the refund?
F: You should see the credit on your next month’s credit card billing statement.
M: Thanks for your help.
F: You are welcome sir and once again, please accept my apologies.
