Cracked Screen Standoff
Your $1,200 smartphone's screen cracked mysteriously overnight. The store's warranty specialist claims there's water damage, invalidating your coverage. You know with absolute certainty the phone never touched water - but they're refusing to budge, and you can't afford a replacement.
Challenges
0
Survivors
0
Popularity
0
Difficulty
B1-B2
Scenario Overview
Your Role
Customer with a cracked phone and tight finances
Conversation Partner
Marcus Chen, Senior Warranty Specialist
Setting
Stark white warranty service counter, surrounded by pristine glass display cases filled with expensive devices
Location
TechStream Premium Store, Midtown Mall
Learning Objectives
Prove the phone has no actual water damage
Document the warranty specialist's claims and contradictions
Secure a replacement device under warranty terms
About This Scenario
Your $1,200 smartphone's screen cracked mysteriously overnight. The store's warranty specialist claims there's water damage, invalidating your coverage. You know with absolute certainty the phone never touched water - but they're refusing to budge, and you can't afford a replacement.
How It Starts
“I understand your frustration, but I'm looking at clear water damage indicators here. Unfortunately, that voids the manufacturer's warranty completely. There's nothing I can do about that policy.”
This is how Marcus Chen, Senior Warranty Specialist's greeting will start.
Practice Details
Scenario ID
#908
Category
General
Location Tag
TechStream Premium Store, Midtown Mall
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