LET'S CHECK IT OUT! 💬
1. What is the person doing in the picture?
2. In your opinion, how should a company address customers who are dissatisfied with the warranty process?
LET'S LEARN 📖
warranty
[ 'wawr-uhn-tee ]
noun
The warranty covers repairs for two years.
defect
[ 'dee-fekt ] or [ dih-'fekt ]
noun
The device was returned due to a manufacturing defect.
quotation
[ kwoh-'tey-shuhn ]
noun
They provided a quotation for the cost of repairs.
valid
[ 'val-id ]
adjective
The warranty is valid for one year from purchase.
repair
[ ri-'pair ]
verb
We need to repair the broken window.
break down
phrasal verb
The car broke down on the way to work.
verify
[ ver-uh-fahy ]
verb
Please verify the information before submitting the report.
expired
[ ik-spahyuhrd ]
adjective
The coupon had expired, so it could not be used.
consider
[ kuhn-sid-er ]
verb
She will consider all options before making her decision.
cover
[ kuhv-er ]
verb
The warranty will cover repairs for any defects in the appliance.
LISTEN AND REPEAT 🗣
- The warranty covers repairs for two years
- The device was returned due to a manufacturing defect.
- They provided a quotation for the cost of repairs.
- The warranty is valid for one year from purchase.
- We need to repair the broken window.
- The car broke down on the way to work.
- Please verify the information before submitting the report.
- The coupon had expired, so it could not be used.
- She will consider all options before making her decision.
- The warranty will cover repairs for any defects in the appliance.
DIALOGUE PRACTICE! 🎧
Situation:
A customer seeking assistance with a defective vacuum cleaner, inquiring about warranty coverage, repair options, and potential costs.
Kenji
Aya
I’m sorry to hear that. Could you please provide me with the details of the issue?
Kenji
The vacuum cleaner isn't working properly. It seems to be defective. I’m not sure if it’s covered by the warranty .
Aya
Let me check the warranty information for you. Can you confirm the purchase date and the model number?
Kenji
Sure. I bought it about six months ago. The model number is VC123. Can you also let me know if the warranty is still valid ?
Aya
I’ll verify that for you. If the warranty is still valid, we can arrange for a repair or possibly an exchange. If it’s not, we’ll need to discuss the repair options.
Kenji
What if I need to return it or request an exchange? How long is the warranty period?
Aya
The warranty typically covers repairs and exchanges for a period of one year from the purchase date. If the defect is confirmed, we can process an exchange or repair.
Kenji
I understand. If the warranty is expired, what are my options?
Aya
If the warranty has expired, we can provide you with a quotation for the repair. We’ll also need to address the specific defect.
Kenji
Okay, please check the warranty status and let me know. If it’s valid, I’d like to proceed with the repair. If not, I’ll consider the quotation.
COMPREHENSION QUESTIONS
1. What issue is the customer experiencing with their vacuum cleaner?
2. What information does the salesperson need from the customer to check the warranty?
3. What happens if the warranty has expired?
LET'S CHAT! 💬
Instruction: Fill in the blanks with the appropriate questions or responses based on the context.
Customer
Hi there, I need some help with a vacuum cleaner I purchased. It seems to have broken down.
Sales Rep.
Customer
The vacuum cleaner isn't working properly. It seems to be defective. I’m not sure if it’s covered by the warranty.
Sales Rep.
Customer
Sure. I bought it about six months ago. The model number is VC123. Can you also let me know if the warranty is still valid?
Sales Rep.
.
Customer
What if I need to return it or request an exchange? How long is the warranty period?
Sales Rep.
Customer
I understand. If the warranty is expired, what are my options?
Sales Rep.
ROLE PLAYING! 🎬
Situation:
A customer wants to exchange a vacuum cleaner she bought six years ago but isn’t sure how to proceed. The salesperson explains how to handle warranty claims, repairs, and exchanges for defective products.
Instruction:
Pair up with a partner. One person will be the customer, and the other will be the salesperson. Use the provided expressions to guide your conversation.| AS A CUSTOMER | AS A SALES REPRESENTATIVE |
|---|---|
Request an exchange for a vacuum cleaner you bought six years ago. | Greet the customer and listen to her request. |
Explain that you are unsure how to handle the exchange process. | Explain the typical process for handling warranty claims and exchanges. |
Ask about warranty claims, repairs, and exchanges for defective products. | Provide information about what to do if the product is defective. |
Offer assistance with the next steps if needed. |
Hi there, I need some help with a vacuum cleaner I purchased. It seems to have broken down .