M: Is this the Ace service center[1]?
W: Yes, it is sir. May I help you?
M: Yes, I'm calling to complain about your service.
W: Certainly sir, I'm sorry to hear that. Let me see if there's something I can do to help you. Please tell me what happened.
M: I ordered a new washing machine on your website. It was more than a week ago.
W: Before you go on, may I have your order number, please?
M: Sure, it's abc1005.
W: And may I have the last 4 digits of your social security number ?
M: I don't have a social security number[2]. I'm an illegal alien.
W: Very funny sir. OK, then what is your first pet's name?
M: Mr. Kitty.
W: OK, I see your all information. Now, what's the problem?
M: I ordered the washing machine and paid for it. Then I chose a delivery date from a set of choices[3]. It was supposed to be delivered today, but it's still not here.
W: Did anyone contact you?
M: No, I haven't received any messages.
W: I'm sorry to hear that sir.
W: I see here that the washing machine you ordered hasn't arrived in our warehouse[4] yet. It can't be delivered until next week.
M: You don't even have it yet? Why haven't I been notified[5]? I took time off[6] from work to be at home today.
W: You should have been notified by phone or email.
M: I wasn't. I haven't received any notification . This is very upsetting.
W: I understand, sir. I'm really sorry for this.
M: Being sorry isn't enough. I'm really upset. This is no way to do business.
W: Yes sir, I understand.
W: I can send you a $50 gift coupon[7] as a way to express our appreciation for your patience.
M: I don't care about the money. I don't blame you of course, but I want you to know how disappointed that I am with Ace. I expected much better service.
W: I'm really sorry sir. Is there anything else I can do for you?
M: Yes, there is. I'd like to cancel the order and get a refund.
W: I'm sorry to hear that sir, but I understand. I'll see to it that you get your refund[8].
M: How long will it take before I get the refund?
W: You should see the credit on your next month's credit card billing statement[9] .
M: Thanks for your help.
W: You're welcome sir, and once again, please accept my apologies.
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