Customer Complaint Calls: English Scripts for Phone Conversations

Agent: Thank you for calling [Brand] customer support. How can I help you today?

You: Hi, I'm calling about a washing machine I purchased two weeks ago. Model number WM-450. It's making a loud grinding noise during the spin cycle, and yesterday it leaked water onto the floor.

Agent: I'm sorry to hear that. Could you give me your order number or phone number associated with the purchase?

You: The order number is ORD-78234. I bought it from your website.

Agent: I can see the order. Has the machine been installed by our authorized technician?

You: Yes, it was installed by your team on the 3rd. The noise started about a week after installation, and the leaking started yesterday.

Agent: I understand. I can schedule a technician visit to inspect the machine. Would tomorrow between 10 AM and 1 PM work for you?

You: That works. But I want to be clear — if this is a manufacturing defect, I'd expect a replacement rather than a repair. The machine is only two weeks old.

Agent: If the technician confirms it's a manufacturing defect, you're absolutely entitled to a replacement under our 30-day policy. I've noted that on your case file.

You: Thank you. Could you also send me a confirmation email with the appointment details and case reference number?

Agent: Done. Your case reference is CS-45678. You'll receive a confirmation email within the next 10 minutes.

Agent: Welcome to [Airline] customer service. How may I assist you?

You: I'm calling about a very disappointing experience on my flight yesterday. Flight number AI-302 from Delhi to Mumbai. I was booked in a window seat but was moved to a middle seat without being informed. Additionally, two out of three meals I ordered were unavailable.

Agent: I'm really sorry about your experience. Let me pull up your booking... Yes, I can see you were originally assigned seat 12A. It appears you were moved due to a technical seat change.

You: I understand things happen, but I paid extra for a window seat and wasn't given any explanation or alternative at the time. The cabin crew said they couldn't do anything about it.

Agent: That's not the level of service we aim to provide, and I apologize. I can process a full refund for the seat selection charge. Additionally, I'd like to offer you 2,000 reward miles as a gesture of goodwill.

You: I appreciate that. The seat refund is fair, but the overall experience — being moved without notice plus the meal situation — warrants more than 2,000 miles. Could you consider a higher compensation?

Agent: Let me check with my supervisor... I can offer 5,000 miles plus the seat refund. Would that be acceptable?

You: That's reasonable. Thank you for addressing this.

Agent: Thank you for calling [Bank] credit card services.

You: I've noticed a charge on my credit card statement that I didn't make. There's a transaction of ₹4,500 from "TechStore Online" dated March 8th. I've never shopped at this store.

Agent: I understand your concern. Let me verify — your card ending in 4523?

You: Yes, that's correct.

Agent: I can see the transaction. Have you shared your card details with anyone recently, or used it on any new websites?

You: No, I haven't. I only use my card on trusted websites. I'd like this charge disputed and my card blocked to prevent any further unauthorized transactions.

Agent: Absolutely. I'm blocking your card immediately and raising a dispute for the ₹4,500 charge. You'll receive a new card within 5-7 working days. The disputed amount will be temporarily credited to your account while we investigate.

You: How long does the investigation take?

Agent: Typically 30-45 days. If the merchant can't prove the transaction was authorized by you, the credit becomes permanent.

You: I've called three times about my refrigerator repair. Each time I'm told a technician will visit within 48 hours, but no one comes. It's been 10 days and my refrigerator is still not working.

Agent: I'm sorry, let me check your history... I can see the previous tickets. I'll schedule another visit—

You: With all due respect, I've heard that three times now. I'd like to speak with a supervisor, please. This needs to be escalated because the standard process clearly isn't working in my case.

Agent: I understand your frustration. Let me connect you to my supervisor. Please hold for a moment.

(After brief hold)

Supervisor: Hello, I'm Meera, the shift supervisor. I've reviewed your case and I sincerely apologize for the repeated inconvenience.

You: Thank you, Meera. At this point, I have three requests: First, I need a confirmed technician visit tomorrow — not a tentative one. Second, if the issue can't be fixed on-site, I want a replacement unit as this is still under warranty. Third, I'd like compensation for the 10 days of inconvenience.

Supervisor: Those are all reasonable requests. I'm personally scheduling a senior technician for tomorrow morning between 9 and 11 AM. I'll give you my direct extension — if the technician doesn't arrive, call me directly. Regarding replacement and compensation, let's see the technician's assessment first, and I'll ensure your case gets priority treatment.

You: That's a step in the right direction. Could I have your employee ID and direct line for my records?

Agent: Thank you for calling [ISP] support.

You: I'm experiencing extremely slow internet speeds. I'm paying for a 100 Mbps plan, but I'm consistently getting less than 10 Mbps. I've done speed tests multiple times over the past week, and I have screenshots.

Agent: Let me run a diagnostic on your connection... I can see some signal issues from our end. It might be a line problem.

You: I've already done the standard troubleshooting — restarted the router, checked all cable connections, and tested on multiple devices. The issue is definitely from your side, not my equipment.

Agent: You're right, I can see packet loss on the line. I'll raise a ticket for a line repair. A technician will visit within 48 hours.

You: I appreciate that. But I also want to discuss billing. I've been paying for 100 Mbps but receiving less than 10% of that speed for the past week. I'd like a proportional credit on my next bill.

Agent: That's a fair request. I'll apply a credit for 7 days of reduced service to your next billing cycle. Is there anything else?

You: Just the technician visit — please make sure it's actually within 48 hours this time. I need internet for my work-from-home setup.