Transcript
Part 1: You will hear a telephone conversation between a customer and a shop assistant at a smart watch repair store.
ASSISTANT: Hello, Tech Fix. How can I help you today?
CUSTOMER: Hi there. I’m calling because my smart watch needs fixing. I think I broke it yesterday, and I really hope it can be saved.
ASSISTANT: Oh, I see. We can certainly take a look. Let me open a repair form on the system. Can I take your full name, please?
CUSTOMER: Yes, it’s Chloe Jenkins. That’s J-E-N-K-I-N-S.
ASSISTANT: Thanks Chloe. And I need a contact number, just in case we need to call you with an update.
CUSTOMER: Sure. My mobile is 091142279. Oh wait, sorry. I recently got a new SIM. It’s actually 091142273.
ASSISTANT: 091142273. Got it. And your home address? We need that for the warranty records.
CUSTOMER: I live at 89 Crosby Road.
ASSISTANT: Is that spelled C-R-O-S-B-Y?
CUSTOMER: Yes, that’s right. Just in the south end of town.
ASSISTANT: Excellent. Now, what exact model is the watch?
CUSTOMER: It’s a FitTech Pro. I bought it six months ago.
ASSISTANT: Okay. We see a lot of those. And what colour is yours? We always ask this for the inventory tag so things don’t get mixed up.
CUSTOMER: It’s navy. Just the standard navy colour they released first.
ASSISTANT: Perfect. What exactly seems to be the issue with the device?
CUSTOMER: Well, it turned off completely, and now the side button is completely stuck. I can’t press it down to restart the system. It won’t move.
ASSISTANT: I understand. That happens if dirt gets caught inside the tiny mechanism. Is there anything else wrong with it?
CUSTOMER: Yes, the actual body is fine, but the strap is torn. It snapped right in half when it hit the ground.
ASSISTANT: Okay, we can easily replace that. Do you know how the damage happened initially?
CUSTOMER: Yes, I was out for a run yesterday morning and it just slipped right off my wrist.
ASSISTANT: I see. A high impact drop. Well, I can give you an estimated charge right now. It will be 82 pounds for both the parts and the labour.
CUSTOMER: 82 pounds? Oh, that sounds very reasonable. When do you think it will be ready to collect?
ASSISTANT: Usually, a repair like this takes a couple of days. Today is Thursday, so it will definitely be finished by Saturday. We will send a quick text message when it is ready.
CUSTOMER: Fantastic. Do I need to bring anything specific with me when I pick it up?
ASSISTANT: Yes. Please bring a valid passport so we can verify your identity before handing the expensive item back over to you.
CUSTOMER: A passport, okay. Can I pick it up from your other branch in the town centre?
ASSISTANT: Yes, we can transfer it there for you. Our town centre branch is located right next to the library. It is very easy to find.
CUSTOMER: Oh, near the library? That is perfect. I know exactly where that is. Thank you for your help today.
