Coffee Roaster's Last Stand
Your high-end coffee roasting business faces catastrophic failure when your $8,000 Helios R-800 commercial roaster erupts in flames during a major catering event. With your reputation in shambles and insurance refusing coverage, you must confront Regina Walsh, the manufacturer's ruthless warranty claims director, who's determined to prove user error despite documented design flaws.
Challenges
0
Survivors
0
Popularity
0
Difficulty
B1-B2
Scenario Overview
Your Role
Owner of 'Third Wave Coffee Works' - An artisanal coffee roasting business
Conversation Partner
Regina Walsh - Director of Warranty Claims, Helios Commercial Equipment
Setting
Corporate video call interface, Regina's office visible with awards for 'Outstanding Claims Management' prominently displayed
Location
Remote meeting between your damaged café and Helios headquarters
Learning Objectives
Prove proper maintenance through detailed documentation
Demonstrate knowledge of roaster safety standards and certification requirements
Build a case showing pattern of similar incidents
Successfully negotiate warranty coverage for replacement unit
About This Scenario
Your high-end coffee roasting business faces catastrophic failure when your $8,000 Helios R-800 commercial roaster erupts in flames during a major catering event. With your reputation in shambles and insurance refusing coverage, you must confront Regina Walsh, the manufacturer's ruthless warranty claims director, who's determined to prove user error despite documented design flaws.
How It Starts
“I have your incident report regarding the... unfortunate event with your Helios R-800 from last Tuesday. I must say, in my 12 years handling warranty claims, I've never seen such a clear case of improper equipment operation. Shall we discuss your maintenance logs?”
This is how Regina Walsh - Director of Warranty Claims, Helios Commercial Equipment's greeting will start.
Practice Details
Scenario ID
#2194
Category
General
Location Tag
Remote meeting between your damaged café and Helios headquarters
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