处理投诉 plaints.doc

处理投诉 plaints
情景欣赏 1
A: Good morning. I purchased puter from pany last month. Unfortunately, I,m not satisfied with my puter. I’m having a lot of problems.
甲:早晨好。我上个月从你们公司购买了一台电脑。不幸的是,我对这台新机器不太满意。它总是出问题。
B: What seems to be the problem?
乙:那您能说说有什么问题吗?
A: I,m having problems with my connection, as well as repeated crashes when I try to run my word-processing software.
甲:我在连接因特网的时候总是出问题,在运行文字处理软件时系统也总是死机。
B : Did you read the instructions that came with puter?
乙:请问您阅读电脑说明书了吗?
A: Well, yes. But the troubleshooting section was no help.
甲:哦,读了。但是故障排除说明也不能解决问题。
B : What happened exactly?
乙:那到底是什么问题呢?
A: Well, the connection doesn’t work. I think the modem is broken. I,d like a replacement.
甲:嗯,上不了网想可能是调制解调器出毛病了。我想应该更换一个,
B: How were you using puter when you tried to connect to the ?
乙:当你想上网时,你是如何操作的呢?
A: I was trying to connect to the ! What kind of question is that?
甲:我只是想上上网,有什么问题吗?
B: I understand you?re upset,sir. I’m just trying to understand the problem. I’m afraid it,s not our policy to puters because of glitches.
乙:先生,我知道您很着急。我只是想看看是哪出现了问题。恐怕按公司的规定,我们是不能因为一些故障给您更换新机器的。
I bought puter with the software pre-loaded. I haven’t touched anything.
甲:我在购买电脑时,软件已经事先安装好了,我什么也没有动啊。
We,re sorry that you,ve had a problem with puter. Could you bring in puter? I promise you we,11 check the settings and get back to you immediately.
乙:您的电脑出了问