Complaint in the shop

-Excuse me.

-Hello, Can I help you/How may I help you?

-Yes, I’m afraid, I must make a complaint about a product (that/which) I bought in your shop last
week. Unfortunately, the blue-ray player broke down suddenly after being used for 5 days/after we
had been using it for 5 days.

-I see. I’m sorry to hear that. First of all, I’ve got some questions. Have you used the device properly?
Have followed the instructions of the user manual?

-Of course, I kept the instructions, we were using the device properly.

-I see. Have you kept the receipt? Because it serves as a proof of purchase otherwise/or else we
cannot accept your complaint.

-Yes, here you are the photocopy of the receipt.

-Have you brought the product with you?

-Here it is. I have kept the original packaging with the accessories. Nothing is missing, it’s intact, as
you can see.

-How long has the product got a warranty?

-It has a 5-year warranty. Therefore you are entitled to various things. What would you like us to do
with the faulty product? Shall we have it repaired or exchange it into a new product? Or we can give
you a full refund. Which solution would you prefer?

-I want you to exchange it as soon as possible.

-I’m afraid we can exchange the faulty product within a period of 28 days. It will take up to 28 days
till you get the new product. How does it sound to you?

-I don’t mind waiting for the exchange. As a consumer, I am aware of my rights. You will have to
ensure me a temporary product for this period.

-Yes, it is feasible. It can be solved without any problems. Please sign this form here and you can take
this temporary product and we will call you as soon as the new product has been delivered. We
apologize to you for the inconvenience.

-I don’t mind. I’m glad that this incident has been solved/sorted out/settled amicably.