Back to B2 English (UK) – Shopping & Money

Repair Instead

English speaking scenario

Elena

A friendly but professional shop assistant with a name badge, standing behind a counter in an electronics store full of gadgets.

41 years · female

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Conversation

Can you tell me what happened with the product?

Good answer:

I bought this smartwatch two months ago, and last week the screen stopped working completely. I tried charging it, but nothing changed, and now it doesn’t even turn on. It’s frustrating because I was really enjoying using it every day. I would like to find a solution so I don’t waste the money I already spent.

What solution would you prefer for this problem?

Good answer:

I would prefer a repair because I still like the product and want to keep using it. A repair also feels more sustainable since it avoids unnecessary waste. If repair is possible, it would save me from having to search for a new device. However, if repairing it is not realistic, then I would consider a replacement.

Why is repair better for you than a refund?

Good answer:

Repair works better because I don’t have to spend time looking for another product. Also, refunds don’t always cover the extra costs like accessories I bought separately. If the item is repaired, I can use it again immediately and continue my routine. That’s why I think repair is the most convenient option for me.

If we repair it, how long would you be willing to wait?

Good answer:

I would be happy to wait up to two weeks if it means the repair is done properly. A quick fix that doesn’t last wouldn’t be useful. I think waiting a little longer is fine as long as I’m kept updated on the progress. Clear communication is just as important as the repair itself.

Would you still shop with us in the future if we repair this product successfully?

Good answer:

Yes, I would definitely shop here again if the repair goes smoothly. It would show that the company takes responsibility for its products. Trust is very important to me, and solving problems in a fair way increases my loyalty. I would also recommend the shop to friends.