Troubleshooting a Damaged Disc
A customer returns a movie and claims the disc was scratched or not playing correctly. They need to explain the issue to the clerk and discuss options for exchange or refund.
顾客归还一部电影，并声称影碟有划痕或播放不正常。他们需要向店员解释问题，并讨论换货或退款的方案。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
returning
The act of giving back something you borrowed or rented, like a movie disc. Use it when you go to a store to return an item.
归还你借来或租借的东西的行为，比如电影光盘。当你去商店归还物品时使用。
trouble
A problem or difficulty. In this context, it means an issue with the rented movie not working properly.
一个问题或困难。在这个上下文中，它意味着租借的电影无法正常工作的一个问题。
freezing
When a video or computer stops moving and gets stuck on one frame. Common in tech or media issues.
当视频或计算机停止移动并卡在一个帧上。常见于技术或媒体问题。
skipping
When a video jumps over parts and doesn't play smoothly. Often due to damage on a disc.
当视频跳过部分且播放不流畅时。通常由于光盘损坏。
scratches
Small marks or lines on a surface, like a disc, that can cause it to not work. Check for them when returning damaged items.
表面上的小痕迹或线条，比如光盘，会导致其无法正常工作。退还损坏物品时，请检查它们。
damaged
Broken or harmed in a way that affects its use. Use this to describe items that are faulty, like a scratched disc.
以影响其使用的方式破损或损坏。使用此描述有故障的项目，例如划伤的光盘。
refund
Getting your money back for a purchase or rental. Ask for it when an item is defective and you don't want a replacement.
为购买或租赁退回您的钱。如果物品有缺陷且您不想更换，请申请。
exchange
Swapping one item for another similar one. Useful when you want the same product but a working version.
将一个物品与另一个相似的物品交换。当您想要相同的产品但是一个可工作的版本时非常有用。
waive
To cancel or forgive a fee or charge. Stores might waive it as a courtesy for customer issues.
取消或免除费用或收费。商店可能作为对客户问题的礼遇而豁免它。
关键句型
需要记住和练习的重要短语
Hi, I'm returning this movie, 'The Great Escape.' I rented it yesterday, but I had some trouble with it.
This is a polite way to start a return. It uses present continuous 'I'm returning' for the current action and past simple 'rented' and 'had' for what happened before. Useful for beginning conversations at rental stores when explaining problems.
这是开始退还的一种礼貌方式。它使用现在进行时“I'm returning”表示当前动作，以及过去简单时“rented”和“had”表示之前发生的事。在租赁店解释问题时开始对话很有用。
What kind of trouble did you have?
A question to ask for more details about a problem. It uses 'what kind of' to specify the type of issue and past simple 'did you have' for experiences. Good for service roles to show empathy and gather information.
一个用来询问问题细节的问句。它使用 'what kind of' 来指定问题的类型，以及过去时 'did you have' 来询问经历。适合服务角色，用来表达共情并收集信息。
It kept freezing and skipping, especially towards the middle.
Describes ongoing problems with a disc using 'kept' (past continuous for repeated actions) and adverbs like 'especially' for emphasis. Helpful for explaining technical issues clearly in complaints.
使用 'kept'（过去进行时表示重复动作）描述光盘的持续问题，并用 'especially' 等副词强调。在投诉中清楚解释技术问题很有帮助。
So, what are my options? Can I get a different copy, or a refund?
Asks about choices after a problem. 'What are my options' is a common phrase for alternatives, and the 'or' connects two possibilities. Use this when seeking solutions like exchange or money back.
询问问题发生后的选择。“What are my options”是一个常见的短语，用于表示备选方案，“or”连接两种可能性。在寻求交换或退款等解决方案时使用。
We can either exchange it for another copy... or I can process a full refund for you.
Offers alternatives using 'either...or' structure for choices. 'Process a refund' means to handle the return of money. Practical for customer service to politely give options without pressure.
使用‘either...or’结构提供备选方案。‘Process a refund’意为处理退款。适用于客服礼貌地提供选项而不施压。
Do you happen to have another copy available right now?
A polite way to ask if something is in stock, using 'happen to' for a soft, indirect request and 'available right now' for immediacy. Use in stores to check without sounding demanding.
一种礼貌地询问某物是否有库存的方式，使用 'happen to' 来柔和、间接地请求，并用 'available right now' 表示即时性。在商店中使用，以检查而不听起来像在要求。
We'll waive the late fee for this return.
Promises to cancel a penalty fee using 'waive' and future 'will' for assurance. Shows goodwill in service; useful when compensating customers for issues.
使用 'waive' 承诺取消罚金，并用将来时 'will' 提供保障。显示服务中的善意；用于补偿客户问题时很有用。