M: What happened exactly?
W: Well, the Internet connection doesn't work.
I think the modem is broken. I'd like a replacement.
M: How were you using the computer when you tried to connect to the Internet?
I think the modem is broken. I'd like a replacement.
M: How were you using the computer when you tried to connect to the Internet?
W: I was trying to connect to the Internet!
What kind of question is that?
W: I was trying to connect to the Internet!
What kind of question is that?
M: I understand you're upset, Madam.
I'm just trying to understand the problem.
M: I understand you're upset, Madam.
I'm just trying to understand the problem.
I'm afraid it's not our policy to replace computers because of misusage.
W: I bought this computer with the software pre-loaded.
I'm afraid it's not our policy to replace computers because of misusage.
W: I bought this computer with the software pre-loaded.
I haven't touched anything.
M: We’re sorry that you’ve had a problem with this computer.
I haven't touched anything.
M: We’re sorry that you’ve had a problem with this computer.
Could you bring in your computer? I promise you,
we'll check the settings and get back to you immediately.
Could you bring in your computer? I promise you,
we'll check the settings and get back to you immediately.
W: OK, that will work for me.
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