Customer Complaints Examples!

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customer complaints

Here is an example dialogue of a customer complaint at a computer shop. At the end there is a vocabulary section with explanations of each of the underlined words in the text plus other helpful words used when making a complaint about a product or service.


Dialogue between a clerk and a client complaining about computer problem that was bought in a store

Store Clerk: Good morning, how can I help you?

Customer: Hi, Iโ€™d like to make a complaint about a defective laptop I bought here last month.

Store Clerk: Do you have your store receipt with you?

Customer: Yes, I do. Here you go.

Store Clerk: Thereโ€™s a one-year store warranty on this computer. Weโ€™ll be able to take a look at it today at no charge to you. If we canโ€™t find the problem. We will exchange it for a new one.

Customer Thank you. Iโ€™d appreciate that.

Store clerk: What seems to be the problem?

Customer: I think itโ€™s overheating.It gets so hot whenever I use it.

Store Clerk: That is strange for such a new computer. Perhaps thereโ€™s something wrong with the cooling fan. Could I take a look?

Customer:ย Sure, here it is.

Store clerk:ย Everything looks ok on the outside.Could I ask a few questions?

Customer: Yes, of course.

Store clerk: How long to you use it for before it overheats?

Customer: It usually feels very hot after one or two hours.

Store clerk:ย When it overheats, do you notice any loss of function? Does Windows run slower?

Customer: I have noticed that the touchpad becomes less sensitive to my touch, actually.

Store Clerk: What do you usually do on the laptop?

Customer: I use it to check my emails and write articles for my blog.

Store clerk:ย That shouldnโ€™t cause it to overheat. The internal fan should be able to handle that.

Customer:ย Can you tell me whatโ€™s wrong with it then?

Store clerk: There could be something wrong with one of the components. Perhaps the battery, or the hard drive. Let me have a look.

Customer: Ok.

Store clerk: Iโ€™ve just finished running hardware diagnostics on the laptop. Everything looks fine. The good news is that the memory processor, BIOS, mainboard, and battery are all working properly. There doesnโ€™t seem to be any damage or defects with any of the hardware.

Customer: So, what could the problem be?

Store clerk: That depends. Is the area where you use the laptop exposed to direct sunlight or heat?

Customer: Not at all. I use it in the bedroom at night.

Store clerk: Do you sit on the bed when using the laptop?

Customer: Yes, Itโ€™s usually on top of the covers on my lap. Why?

Store clerk: Thatโ€™s probably why itโ€™s overheating. The covers prevent the ventilation system from working properly. The cloth blocks the bottom and side vents.

Customer: That makes sense. So, if I donโ€™t use the laptop on my bed, will it be ok?

Store clerk: It should be perfectly fine. Just remember wherever you use it to allow air flow freely through those vents.

Customer: Thank you, I will.


Retail Store Complaints Vocabulary

Warranty
A written promise, from the maker of a product or the shop where you bought it, to either fix or replace a product within a period of time if there is a problem with it.

  • My new fridge broke, but I have a 1-year warranty on it, so the shop will take it back.

Receipt
A written document you get when you buy something that shows the detail of what you bought on it.

  • I need to bring these shoes back to the shop. Whereโ€™s the receipt?

Defective
Broken or not working properly.

  • When you have a defective condom, you may end up a parent.

Exchange
To swap one thing for another thing. Normally of equal value.

  • I would like to exchange 100 US dollars for Euroโ€™s, please.

Return Policy
A storeโ€™s rules about how you can or cannot bring a product back to the shop if you donโ€™t like it, or it thereโ€™s something wrong with it after you have bought it.

  • Whatโ€™s your storeโ€™s return policy for electronics?

Refund
To get the money you paid for a product back if you bring it back to the shop where you bought it.

  • I would like a refund, please. This pizza was already half eaten when I opened the box.

Store credit
I promise given to you by the store, after returning a product, to get something in their shop of the same value as the product you returned.

  • I have a store credit of $50 with Myers because I took that blue dress back last week.

More for you:
How to Complain: in a Restaurant, on the Phone, by Letter, in a Shop, in a Relationship
English Vocabulary For Information Technology Professionals and Software Engineers
Polite Expressions in English: Words, Phrases and Questions to be Kind
10 Idioms About Technology


Computer Vocabulary from Dialogue

Components
Individual parts that make up a computer. For example a hard disk, display, battery.

  • I like to build computers using components from old PCs my friends give me.

Touchpad
The front square area of a laptop which you use as a mouse but with your fingertips.

  • My touchpad hasnโ€™t worked properly since I spilled water on it.

Ventilation
To allow fresh air into an area, such as a room, building or computer case.

  • A bathroom needs lots of ventilation and sunlight to reduce bacteria.

Diagnostics
To examine something (or someone) to find the cause of problems (or illnesses).

  • Doctor, I think we should run some more diagnostics on the patient in room 203.

Hardware
Tools, wiring, and physical (solid) parts of a machine.

  • I need to go to the hardware shop to buy screws.

Memory processor

A small piece of hardware in a computer that saves information for short periods of time which the computer needs to use to complete actions.

  • I would like to buy a new memory processor for my laptop.

BIOS
The basic input/output system (BIOS) which starts a computerโ€™s full system after turning it on โ€“ Itโ€™s what starts Windows for you after pressing the on-switch.

  • The BIOS also allows computer components to talk to each other.

Mainboard
The large, often green, board with all the main wiring for a computer to work. Most other
components are connected to this board.

  • My laptopโ€™s fan broke down, and then my mainboard melted.

Vents
The holes in a laptop, building, etc. that allow air in and out for proper
ventilation.

  • Itโ€™s important to keep your PC vents clean and unblocked.
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