Setting: At home, on the phone with customer service.
(Scene: The customer calls SmartHome Support after receiving a damaged item in an order.)
Rep: Good afternoon, thank you for calling SmartHome Support. How can I assist you today?
Customer: Hi, I’m calling because I received a damaged item in my order.
Rep: I’m very sorry to hear that. Can you tell me what the item was?
Customer: Yes, it was a wireless speaker. When I opened the box, it was cracked and wouldn’t turn on.
Rep: Thank you for the information. Do you have the order number handy?
Customer: Yes, it’s #567849.
Rep: Got it. And just to confirm—did the damage happen during shipping, or did it look used or defective?
Customer: I think it happened during shipping. The box was dented when it arrived.
Rep: Understood. I apologize for the inconvenience. Could you help me by sending a photo of the item to our email: support@smarthome.com?
Customer: Sure, I can do that right after the call.
Rep: Great, thank you. Once we receive the photo, we can process either a refund or a replacement. Which would you prefer?
Customer: I’d prefer a replacement if possible.
Rep: No problem—we’ll send a new one to the same address. It should arrive in 3–5 business days. Is there anything else I can help you with?
Customer: Actually, could you help me with tracking my other item as well?
Rep: Of course. What item are you referring to?
Customer: The smart light bulbs. They were part of the same order, but I haven’t received them yet.
Rep: Let me check... Ah, they were shipped separately. They should arrive tomorrow.
Customer: Perfect, thank you. One more thing—can I speak to a supervisor? I just want to report how helpful you’ve been.
Rep: That’s very kind of you. I’ll connect you now. Please stay on the line.
Customer: Thanks again!
(End scene.)