Reporting a Faulty Product
A customer discovers a newly purchased electronic device is not working correctly and needs to report the fault to the store or manufacturer.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
receipt
A receipt is a piece of paper or digital record that proves you bought something. It's important when returning or exchanging items, as stores need it to verify your purchase.
trouble
Trouble means a problem or difficulty. In this context, 'having trouble with it' means the device is not working properly, which is common when complaining about products.
turn on
To turn on means to start or activate a device, like pressing a button to make it work. It's a phrasal verb often used for electronics.
charge
To charge means to add power to a battery, like plugging in a phone or speaker. 'Charging it fully' means waiting until it's completely powered up.
defect
A defect is a flaw or problem in a product made during manufacturing. 'Manufacturing defect' explains why a new item might not work right away.
exchange
An exchange means replacing a faulty item with a new one of the same type, instead of getting money back. It's a common option when complaining.
refund
A refund is getting your money back for a product that doesn't work. It's useful to know this word when you want to return something without replacing it.
inconvenience
Inconvenience means trouble or annoyance caused to someone. Apologizing for the inconvenience is polite when service goes wrong.
Key Sentences
Important phrases to remember and practice
I'm having trouble with it. It just won't turn on.
This sentence describes a problem clearly and simply. 'Having trouble with' is a common phrase for reporting issues. 'Just won't' emphasizes that it refuses to work, useful for complaints. Use it when explaining faults to customer service.
Do you have your receipt with you?
This is a polite question to check for proof of purchase. 'With you' means 'on your person' or available now. It's a standard service phrase; learners can use it in retail jobs or when helping others.
As you can see, I literally bought it less than 24 hours ago.
This highlights the recent purchase to support the complaint. 'As you can see' refers to visible evidence like the receipt. 'Literally' adds emphasis, meaning exactly or truly. Useful for stressing urgency in returns.
Have you tried charging it fully or checking the power cable?
This suggests troubleshooting steps politely. 'Have you tried' is present perfect for past actions with current relevance. 'Or' connects alternatives. Service reps use this to diagnose issues before offering solutions.
Yes, I did all that. I even tried a different charging cable, just in case, but no luck.
This responds to suggestions by confirming attempts. 'Did all that' refers back to previous ideas. 'Just in case' means as a precaution. 'No luck' idiomatically means it didn't work. Great for showing you've tried fixes in complaints.
Since it's within the return period and you have your receipt, we can certainly offer you an exchange or a full refund.
This explains policy reasons for help. 'Since' introduces cause. 'Within the return period' means inside the allowed time. 'Certainly' shows confidence. Useful for understanding customer rights and service responses.
An exchange would be great. I really liked the features of this model.
This expresses preference politely. 'Would be great' is conditional for suggestions. 'Features' means special functions. Use this when choosing options in complaints to keep a positive tone.
I apologize for the inconvenience.
This is a formal apology. 'Apologize for' is used with reasons. It's a key polite phrase in service to end interactions positively. Learners should use it when something goes wrong on their end.