Situation: Lisa is
having some problems with her exercise bike, and she is calling Sport Center to
have it repaired.
Nancy: Thank you for
calling Sports Center. May I help you?
Lisa: I bought an
exercise bike from your store last year, and I am having problems with it. I need
to have it repaired.
Nancy: Let me connect you
to the Service department. One moment please.
Karen: Service department,
this is Karen. How can I help you?
Lisa: I bought an
exercise bike from Sports Center last year and it needs to be repaired.
Karen: What seems to be
the problem?
Lisa: I am not very sure,
but I think there is a problem with the bike’s computer console because the LCD
screen does not display the different features.
Karen: Nothing was on when
you pushed the Start button?
Lisa: No, nothing.
Karen: What is your bike
model?
Lisa: It is a 126 Upright
Ford Bike.
Karen: I can send a
technician out to take a look at your bike. It will cost $75.00 for labor.
Also, if we have to replace any parts, that will be extra.
Lisa: That is expensive.
Isn’t the repair cost covered by warranty?
Karen: When exactly did
you purchase your bike?
Lisa: About fifteen
months ago.
Karen: I am sorry. The
standard warranty only covers a year. Did you buy extra warranty coverage at
the time of purchase?
Lisa: No, I did not. Are
there any other options besides paying $75.00 for repair labor?
Karen: No, I am afraid
not.
Lisa: I guess I just have
to pay for the repair. When can you send a technician?
Karen: I have next
Thursday November the twenty third at 2:00PM available. Otherwise, the next
date has to be December the eighth at 10:00AM.
Lisa: I take this coming
Thursday. Will you send out a reminder?
Karen: Somebody will give
you a call the evening before to confirm the appointment.
Lisa: Will the technician
accept credit card payment?
Karen: Yes, he will. By
the way, you can buy the extra warranty coverage now if you want to.
Lisa: How much does it
cost?
Karen: Fifty dollars for
one-year warranty, seventy-five dollars for two-years, and a hundred dollars
for three-years.
Lisa: Does it cover both
labor and materials?
Karen: It covers
everything. Do you want to sign up for it?
Lisa: Oh, I do not know.
Karen: It will be good for
you. We will send a technician any times the bike needs services. It does not
matter how many times you call us in a year. Also, if we cannot fix the
problem, we will provide you with a new exercise bike.
Lisa: OK, I want to sign
up for the two-year warranty program.
Karen: I think it is a
good investment. Are you going to pay by credit card now or do you want me to
send you a bill?
Lisa: Send me a bill,
please.
Karen: One last thing
before I let you go, I need your address please.
Lisa: 995 Silver Lake
Street in Long Beach.
Karen: OK, it is all set.
Is there anything else I can help you with today?
Lisa: No. Thank you for
your help.
Karen: You are welcome.
Have a nice day!
