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.
客户描述其笔记本电脑、智能手机或其他电子设备的特定硬件问题，例如屏幕破裂、按键无响应或充电问题。支持代理诊断潜在原因并就维修选项或保修索赔提供建议。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
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.'
让你烦恼或恼怒的东西，就像一个不断发生的小问题一样。用它来描述令人沮丧的情况，例如，“这个噪音很烦人。”
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.
在预期时不反应或不工作，比如不打字的键。在技术支持中常见，用于设备不响应的情况。
intermittently
Happening sometimes but not always, like a problem that works one moment and fails the next. Useful for describing unreliable tech issues.
有时发生但并非总是如此，就像一个问题一时有效一时失效。用于描述不可靠的技术问题很有用。
hardware
The physical parts of a computer or device, like the keyboard or screen. Opposite of software; say 'hardware problem' for physical malfunctions.
计算机或设备的物理部件，如键盘或屏幕。与软件相反；对于物理故障说“硬件问题”.
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?'
制造商提供的保证，覆盖购买后一定时间的维修。当某物损坏时询问，例如，'它在保修期内吗？'
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.'
设备上用于识别设备的唯一代码，用于支持或保修检查。致电技术支持时请提供它，例如“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.
修理损坏的东西。在技术领域，指专业服务；对于保修覆盖的设备问题，请说'我需要修理'。
frustrating
Causing annoyance or stress, often used in customer service to show empathy, e.g., 'That sounds frustrating.' It builds rapport.
引起烦恼或压力，常用于客服中以示同理心，例如 '那听起来很沮丧。' 它建立融洽关系。
关键句型
需要记住和练习的重要短语
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.
这以礼貌的方式引入了一个问题。'Having an issue' 是描述技术问题的一种常见方式；'really annoying' 为中级学习者添加了强调，以自然地表达挫败感。
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.
使用“or”提供选择选项的澄清问题。对支持代理有用；教授使用“completely”和“intermittently”等副词的疑问句形式，以进行精确描述。
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.
使用 'I've tried'（现在完成时）描述故障排除步骤，并用 'and' 连接动作。'No luck' 意为没有成功；实际用于展示您已经尝试过的内容。
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.
使用 'sounds like' 表示意见和 'rather than' 对比想法来诊断问题。技术讨论的关键；帮助学习者区分硬件与软件。
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.
使用 'Could I get' 的礼貌请求（用于许可的助动词）和目的从句 'so I can.' 在支持中必不可少；教导如何专业地请求信息。
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.
使用 'It looks like' (似乎) 和被动语态 'is covered under' 传达好消息。有助于确认保障范围；包含相对从句，用于中级语法练习。
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.
用 'would be best' 表达偏好（用于建议的条件式）并询问行动。对客户实用；展示如何引导对话向前。
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.
使用“I'll send”（将来时）和“shortly”（很快）承诺未来行动。支持中的常见结尾；教导时间副词和用于列表的并列连词“and”。