Transcript
Part 1: You will hear a telephone conversation between a customer and a support agent regarding a vertical farming kit.
AGENT: Thank you for calling GreenLattice Support. My name is Toby. How can I help you today?
CUSTOMER: Hi Toby. I recently bought one of your indoor vertical farming kits, but I am having trouble setting it up.
AGENT: I can help with that. First, could I get your surname to pull up your order?
CUSTOMER: Sure, the surname is Kessler.
AGENT: Is that spelled C-E-S-S-L-E-R?
CUSTOMER: Actually, it starts with a K. K-E-S-S-L-E-R.
AGENT: Got it, thank you for spelling that out for me. I appreciate it. And what area was the kit delivered to?
CUSTOMER: It was shipped over to my new house in Moorfield.
AGENT: Could you spell that area name for me?
CUSTOMER: Sure, it is M-O-O-R-F-I-E-L-D.
AGENT: Let me check my system… Ah yes, I see the delivery details for Moorfield. Which specific kit model did you purchase?
CUSTOMER: I got the medium size. I think it is called the Cascade model.
AGENT: The Cascade model, right. Let me verify the purchase date on file. Was it the 21st of October?
CUSTOMER: No, I actually ordered it a few days later. It was the 27th.
AGENT: Ah, yes, the 27th. Perfect. So, what seems to be the main problem with the setup?
CUSTOMER: Well, first of all, my box is missing a part. I have the seed trays and lights, but I cannot find the bracket anywhere to mount it.
AGENT: Oh, I apologize for that. That should be in the top section. We will get a replacement shipped out to you immediately.
CUSTOMER: Thank you. Also, when I turn the system on, the water pump does not sound right.
AGENT: Hmm. Is it making a rattling noise?
CUSTOMER: No, not a rattle. It is more like a really loud click. It is quite annoying.
AGENT: I see. That happens if there is not enough water in the base. How much did you pour in?
CUSTOMER: The manual said twenty-five, but I only put in 18 litres because it looked full.
AGENT: Ah, you really need the full twenty-five litres or the pump struggles. What are you trying to grow?
CUSTOMER: I am actually starting with basil. I want to make fresh pesto.
AGENT: That is a great choice. Okay, fill the tank properly first. If the pump is still noisy, it might be faulty. Just in case, I will mail you a new valve today.
CUSTOMER: Okay, I will replace it when it arrives and see if that solves the issue.
AGENT: Great. If things still are not working, I would like to follow up. What is the best phone number?
CUSTOMER: You can call my mobile. It is 08226 1792. Oh, wait, sorry, it is 1795 at the end.
AGENT: Okay, 08226 1795. Perfect. I will check back next week.
CUSTOMER: Thanks for your help today, Toby. Have a great afternoon.
