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.
顾客发现新购买的电子设备无法正常工作，需要向商店或制造商报告故障。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
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.
收据是一张纸或数字记录，证明您购买了某物。在退货或换货时它很重要，因为商店需要它来验证您的购买。
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.
麻烦是指问题或困难。在这个语境中，'having trouble with it' 意思是该设备没有正常工作，这在抱怨产品时很常见。
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.
打开的意思是启动或激活一个设备，比如按按钮让它工作。它是一个常用于电子产品的短语动词。
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.
充电意味着给电池添加电量，比如给手机或扬声器插上电源。'完全充电'意味着等到它完全充满电。
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.
缺陷是制造过程中产品中的缺陷或问题。'制造缺陷'解释了为什么新产品可能无法立即正常工作。
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.
交换是指用同类型的新品替换有故障的商品，而不是退款。这是投诉时的常见选项。
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.
退款是针对不工作的产品取回您的钱。知道这个词在您想退货而不更换时很有用。
inconvenience
Inconvenience means trouble or annoyance caused to someone. Apologizing for the inconvenience is polite when service goes wrong.
不便是指给某人造成的麻烦或烦恼。在服务出错时，为不便之处道歉是礼貌的。
关键句型
需要记住和练习的重要短语
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.
这个句子清晰而简单地描述了一个问题。“Having trouble with”是一个常见的报告问题的短语。“Just won't”强调它拒绝工作，在投诉时很有用。在向客服解释故障时使用它。
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.
这是一个礼貌的问题，用来检查购买证明。'With you'意思是'在你身上'或现在可用。这是标准的服务用语；学习者可以在零售工作或帮助他人时使用。
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.
这强调了最近的购买以支持投诉。'As you can see' 指的是像收据这样的可见证据。'Literally' 添加了强调，意思是确切地或真正地。有助于强调退货的紧迫性。
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.
这礼貌地建议了故障排除步骤。'Have you tried' 是现在完成时，用于过去动作与当前相关性。'Or' 连接备选方案。服务代表使用这个在提供解决方案前诊断问题。
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.
这是在回应建议，通过确认尝试。'Did all that' 指的是之前的想法。'Just in case' 意为以防万一。'No luck' 习语化地表示没有成功。非常适合在投诉中显示你已经尝试了修复。
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.
这解释了政策原因以提供帮助。'Since'引入原因。'Within the return period'意味着在允许的时间内。'Certainly'显示自信。有助于理解客户权利和服务响应。
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.
这礼貌地表达了偏好。“Would be great”是用于建议的条件式。“Features”意思是特殊功能。在投诉中选择选项时使用，以保持积极语气。
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.
这是一个正式的道歉。「Apologize for」用于伴随原因。这是服务中结束互动积极的关键礼貌短语。学习者应该在他们那边出错时使用它。