Device Malfunction (Hardware Issue)
A customer describes a specific hardware issue with their laptop, smartphone, or other electronic device, such as a broken screen, unresponsive keys, or charging problems. The support agent diagnoses the potential cause and advises on repair options or warranty claims.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
annoying
Something that bothers or irritates you, like a small problem that keeps happening. Use it to describe frustrating situations, e.g., 'This noise is annoying.'
unresponsive
Not reacting or working when you expect it to, like keys that don't type. Common in tech support for devices that fail to respond.
intermittently
Happening sometimes but not always, like a problem that works one moment and fails the next. Useful for describing unreliable tech issues.
hardware
The physical parts of a computer or device, like the keyboard or screen. Opposite of software; say 'hardware problem' for physical malfunctions.
warranty
A guarantee from the manufacturer that covers repairs for a certain time after purchase. Ask about it when something breaks, e.g., 'Is it under warranty?'
serial number
A unique code on a device to identify it, used for support or warranty checks. Provide it when calling tech support, like 'My serial number is ABC123.'
repair
To fix something broken. In tech, it means professional service; say 'I need a repair' for device issues covered by warranty.
frustrating
Causing annoyance or stress, often used in customer service to show empathy, e.g., 'That sounds frustrating.' It builds rapport.
Key Sentences
Important phrases to remember and practice
I'm having a really annoying issue with my laptop.
This introduces a problem politely. 'Having an issue' is a common way to describe tech problems; 'really annoying' adds emphasis for intermediate learners to express frustration naturally.
Are the keys completely unresponsive, or do they work intermittently?
A clarifying question using 'or' to offer choices. Useful for support agents; teaches question forms with adverbs like 'completely' and 'intermittently' for precise descriptions.
I've tried restarting it multiple times, and I've also done a full system update. No luck.
Describes troubleshooting steps with 'I've tried' (present perfect) and 'and' to connect actions. 'No luck' means it didn't work; practical for showing what you've already attempted.
This sounds like a hardware issue with the keyboard itself, rather than a software glitch.
Diagnoses the problem using 'sounds like' for opinions and 'rather than' to contrast ideas. Key for tech talk; helps learners differentiate hardware vs. software.
Could I get your laptop's serial number so I can check your warranty status?
Polite request with 'Could I get' (modal for permission) and purpose clause 'so I can.' Essential in support; teaches how to ask for info professionally.
It looks like your laptop is still covered under the standard manufacturer's warranty.
Gives good news with 'It looks like' (seems) and passive 'is covered under.' Useful for confirming coverage; includes relative clause for intermediate grammar practice.
Setting up a repair request would be best. What's the next step?
Expresses preference with 'would be best' (conditional for suggestions) and asks for action. Practical for customers; shows how to guide the conversation forward.
I'll send you an email shortly with all the details and the shipping label.
Promises future action with 'I'll send' (future simple) and 'shortly' (soon). Common closing in support; teaches time adverbs and coordinating 'and' for lists.