Part 1: You will hear a woman calling about repairing her broken fridge.

Receptionist: Good morning. Ken’s Appliance, can I help you?

Customer: Yes, I’m ringing about my fridge. It’s not working at the moment. I’d like to find out a few more details if I may.

Receptionist: Yes, sure. First, I need to make sure if your fridge is still covered by warranty.

Customer: All right, I bought it just last week and it originally came with two years of warranty coverage but I’ve extended the period to three years so it’s definitely under warranty.

Receptionist: Right, now what model is it?

Customer: Let me take a look. It should be somewhere on this warranty card. Oh, here, on the top right hand corner, it’s a top mount.

Receptionist: And the colour of the fridge.

Customer: It’s a silver one. It is really modern and perfectly matches the whole decoration of my kitchen.

Receptionist: I’ve made a note of that, so can you tell me the exact date you purchased the fridge?

Customer: I remember it was delivered on January the fifteenth. I must have bought it a couple of days earlier. Right, it was on the twelfth.

Receptionist: Okay, then what is the problem with the fridge?

Customer: Oh, it’s a complete disaster. First, there’s something wrong with the alarm. I mean, it’s beeping continuously, even when the door is shut. It’s really annoying. And there’s also a problem with its temperature control. It’s now 10 degrees, but I set it to be minus eight. It seemed to be working fine for the first couple of days.

Receptionist: Sorry about that, but rest assured, Madam, we’ll fix it all.

Receptionist: Before you hear the rest of the conversation, you have some time to look at questions six to ten.

Receptionist: Now listen and answer questions 6 to 10.

Customer: Where is your maintenance centre?

Receptionist: Ken’s Appliance is located on Elm Street, just a few steps up from the station, and did the broken fridge cause any loss to you?

Customer: Yes, actually, it was used to store food for my sandwich shop.

Receptionist: Any idea of the total value of the loss?

Customer: Let me make an estimate here. The vegetables in the fridge cost me around $50 and the meat cost more than $100. So the overall loss is about $180. I didn’t notice the abnormal temperature until something inside went bad and the whole fridge smelled terrible. I had to toss everything away. Luckily no one ate the food inside and got sick.

Receptionist: That’s a relief.

Customer: But the damage has really caused me great inconvenience. I’ve nowhere to put the raw materials, and thus could not open for business these days. The longer it takes to fix the fridge, the more it will cost me. You know, I have a whole bunch of bills to pay, like water, electricity, rent.

Receptionist: Don’t worry, we’ll attend to your problems as soon as possible.

Customer: I need to know precisely when you can send a guy to fix all the problems. It is very urgent. Is there anyone who can keep me posted on the latest information?

Receptionist: How about this? I’ll have the manager ring you later. Does that work for you?

Customer: Okay, I’ll be expecting his call then. Do you know what exactly is wrong with the fridge?

Receptionist: For your case, we’ll assume it’s the door that has to be fixed. The abnormal temperature and the noisy alarm both indicate that.

Customer: Yes indeed, I’ve just noticed that the door is dented.

Receptionist: It may have to be replaced then, but we’ll have to check the availability of our repair guide first. We’ll phone you back later.

Customer: Okay, thank you.

Receptionist: You’re welcome. Bye!