Anyone who can confidently describe product problems in English can handle real-life situations better when it comes to playing the role of a consumer. Teaching this topic (describing product problems) to your ESL students helps them learn useful words and practice discussing issues with products after purchasing them.
Students often struggle with unclear or wrong words when talking about product issues, leading to misunderstandings.
How can teachers help students talk clearly about product problems in English?
This post provides 15 conversations at different levels to help students practice. You can use these examples to improve vocabulary and boost students’ confidence in talking about product issues.
To make learning more engaging, consider role-playing activities that build on these sample scenarios of describing product problems. These activities allow students to observe and imitate natural, real-life language used when discussing product issues. By participating, they’ll gain valuable exposure to essential vocabulary and expressions they can use to effectively communicate problems they encounter with products.
Table of Contents
Returning a Faulty Appliance (Formal)
Level: Low intermediate
Context: Customer service desk at an electronics store
Maria: Hello, I bought this toaster yesterday.
Clerk: What seems to be the problem?
Maria: It doesn’t toast the bread properly.
Clerk: I’m sorry to hear that. Do you have the receipt?
Maria: Yes, here it is.
Clerk: Thank you. Would you like a refund or exchange?
Maria: An exchange, please.
Clerk: Sure, let me get you a new one.
Maria: Thank you for your help.
Clerk: You’re welcome. Have a nice day!
Reporting a Missing Item (Informal)
Level: Low intermediate
Context: Talking to a friend at a café
Luis: Hey Ana, have you seen my wallet?
Ana: Oh no! When did you last have it?
Luis: I think it was at the park yesterday.
Ana: Let’s go check there.
Luis: Thanks, I’m really worried.
Ana: Don’t worry, we’ll find it.
Luis: I hope so. It had my ID inside.
Ana: We’ll look everywhere.
Faulty Clothes Purchase (Formal)
Level: Low intermediate
Context: At a clothing store with a salesperson
Sara: Excuse me, this shirt has a hole.
Salesperson: I apologize for the inconvenience. Receipt?
Sara: Yes, here you go.
Salesperson: Would you like to exchange or refund?
Sara: Exchange for a new one.
Salesperson: Of course, let me find a new shirt.
Sara: Thank you for your help.
Salesperson: You’re welcome. Sorry for the mistake.
Receiving a Wrong Order (Informal)
Level: Low intermediate
Context: At a fast-food restaurant with a friend
Carlos: This isn’t the burger I ordered.
Server: Sorry about that. What did you order?
Carlos: I asked for a cheeseburger.
Server: Let me fix that for you.
Carlos: Thanks, I appreciate it.
Server: Here’s your cheeseburger. Sorry for the mix-up.
Carlos: No problem. Thanks for fixing it.
Broken Shoes Complaint (Formal)
Level: Low intermediate
Context: At a shoe store with a sales clerk
Elena: Hello, these shoes are broken.
Sales Clerk: I’m sorry for the inconvenience. Do you have the receipt?
Elena: Yes, here it is.
Sales Clerk: Would you like a refund or exchange?
Elena: An exchange for a new pair.
Sales Clerk: Certainly, let me find a new pair for you.
Elena: Thank you for your assistance.
Sales Clerk: You’re welcome. Sorry for the issue.
Problem with a Smartphone (Formal)
Level: High intermediate
Context: A customer speaking to a customer service representative about issues with a newly purchased smartphone
Liam: Hello, I bought this smartphone last week, but it’s freezing frequently.
Customer Service Rep: I’m sorry to hear that. Have you updated the software?
Liam: Yes, I did, but the problem persists.
Customer Service Rep: Let’s try a factory reset. Do you have a backup?
Liam: Yes, I backed up my data.
Customer Service Rep: Okay, please try the reset and let me know.
Liam: I’ve done it, but it’s still freezing.
Customer Service Rep: I see. It might be a hardware issue.
Liam: Can I get a replacement or repair?
Customer Service Rep: Yes, we can arrange that. Please bring it in.
Liam: Thank you for your assistance.
Faulty Kitchen Appliance (Informal)
Level: High intermediate
Context: Two friends discussing a malfunctioning coffee machine
Sophia: Hey Mark, my coffee machine stopped working suddenly.
Mark: That’s frustrating. When did it stop?
Sophia: This morning. I tried to make coffee, but nothing happened.
Mark: Maybe it’s the power cord or fuse.
Sophia: I checked them; they seem fine.
Mark: Could be an internal issue then.
Sophia: Should I get it repaired or buy a new one?
Mark: If it’s under warranty, repair might be better.
Sophia: I’ll check the warranty and contact the manufacturer.
Damaged Furniture Delivery (Formal)
Level: High intermediate
Context: A customer contacting a furniture store about a damaged item delivered
Emma: Hello, I received my furniture today, but it’s damaged.
Furniture Store Rep: I apologize for the inconvenience. Can you send photos?
Emma: Sure, I’ll email them right away.
Furniture Store Rep: Thank you, Emma. We’ll review and get back to you.
Emma: Okay, please let me know the next steps.
Furniture Store Rep: We can offer a replacement or refund.
Emma: I’d like a replacement, please.
Furniture Store Rep: Understood, we’ll arrange for a new delivery.
Emma: Thank you for your prompt response.
Clothing Size Issue (Informal)
Level: High intermediate
Context: Two friends discussing a clothing purchase where the size doesn’t fit
Nina: Hey Alex, I bought this shirt online, but it’s too small.
Alex: That’s too bad. Did you check the size chart?
Nina: Yes, I thought it would fit based on the measurements.
Alex: Online sizes can be tricky sometimes.
Nina: Should I exchange it for a larger size?
Alex: If it’s not too much trouble, yes.
Nina: I’ll contact customer service for an exchange.
Alex: Good luck, hope you get the right size.
Defective Exercise Equipment (Formal)
Level: High intermediate
Context: A customer reaching out to a fitness equipment company about a defective product
Carlos: Hello, I purchased a treadmill, but it’s making a strange noise.
Fitness Company Rep: I’m sorry to hear that. Is it under warranty?
Carlos: Yes, I bought it two months ago.
Fitness Company Rep: We can arrange a technician to check it.
Carlos: That would be great. When can they come?
Fitness Company Rep: I’ll schedule it for this week. Is that okay?
Carlos: Yes, that works for me. Thank you.
Fitness Company Rep: You’re welcome. We’ll get it sorted for you.
Issue with a New Laptop (Formal)
Level: Advanced
Context: An IT specialist assisting a client who is experiencing problems with a newly purchased laptop
Isabella: Good morning, Mr. Thompson. I recently bought a new laptop, but I’m encountering some performance issues.
IT Specialist: Good morning, Ms. Isabella. I’m sorry to hear that. Could you specify the nature of the issues you’re facing?
Isabella: Certainly. The laptop freezes intermittently, and the battery drains quickly.
IT Specialist: That sounds frustrating. Have you installed any new software or updates?
Isabella: No, I haven’t made any changes since I bought it.
IT Specialist: Alright, let’s start by checking the system logs and running diagnostics.
Isabella: Okay, I’ll provide access to the laptop.
IT Specialist: Thank you. I’ll analyze the data and identify the root cause.
Isabella: I appreciate your assistance in resolving this issue promptly.
IT Specialist: You’re welcome, Ms. Isabella. I’ll keep you updated on the progress.
Faulty Home Appliances (Informal)
Level: Advanced
Context: Two homeowners discussing multiple faulty appliances they’ve recently purchased
Lucas: Hi Mia, have you noticed the dishwasher and washing machine acting up lately?
Mia: Yes, it’s frustrating! The dishwasher doesn’t clean properly, and the washing machine leaks.
Lucas: Same issues here. It’s disappointing given the brands we chose are usually reliable.
Mia: Exactly, and we paid a premium for them too.
Lucas: I think we should contact customer service and request replacements or repairs.
Mia: Agreed. It’s essential to address these issues as they affect our daily routines.
Lucas: I’ll draft a detailed email outlining the problems and our expectations.
Mia: That sounds like a plan. Let’s emphasize the urgency for a resolution.
Lucas: Absolutely. We deserve functional appliances for our investment.
Defective Car Parts (Formal)
Level: Advanced
Context: A car owner communicating with a dealership regarding malfunctioning parts in a newly purchased vehicle
Elena: Good afternoon, I recently bought a car from your dealership, and I’ve noticed issues with the brakes and transmission.
Dealership Rep: Good afternoon, Ms. Elena. I’m sorry to hear that. Safety is our priority. When did you first notice these issues?
Elena: I noticed the braking delay last week, and the transmission slips occasionally.
Dealership Rep: Those are concerning issues. We’ll schedule a diagnostic appointment for you.
Elena: Thank you. I hope this can be resolved swiftly.
Dealership Rep: We aim for prompt and efficient service. We’ll keep you updated on the repairs.
Elena: I appreciate your attention to this matter.
Dealership Rep: You’re welcome, Ms. Elena. Our team will ensure your vehicle is in optimal condition.
Ineffective Software Solutions (Informal)
Level: Advanced
Context: Two colleagues discussing the inadequacies of a recently implemented software solution at their workplace
Oscar: Hey, Sofia. Have you been struggling with the new project management software?
Sofia: Absolutely, Oscar. It’s not user-friendly, and the features are limited.
Oscar: I agree. It’s hindering productivity rather than enhancing it.
Sofia: I spent hours trying to navigate through the system.
Oscar: Me too! I think we should provide feedback to the IT department.
Sofia: That’s a good idea. They need to address these issues promptly.
Oscar: I’ll compile a list of specific problems we’ve encountered.
Sofia: Include suggestions for improvements as well.
Oscar: Will do. Hopefully, they’ll implement changes soon.
Unsatisfactory Home Renovation (Formal)
Level: Advanced
Context: A homeowner communicating with a contractor regarding subpar work on a recent home renovation project
Gabriela: Good morning, Mr. Rodriguez. I’m concerned about the quality of the recent renovation work done on my kitchen.
Contractor: Good morning, Ms. Gabriela. I apologize for any inconvenience. Could you specify the issues you’ve noticed?
Gabriela: The tiles are uneven, and there are gaps in the cabinetry.
Contractor: I understand your concerns. Quality craftsmanship is paramount to us.
Gabriela: I expected better given the references and reviews I read about your company.
Contractor: We aim to exceed expectations. Let’s schedule a time for our team to assess and rectify the issues.
Gabriela: That sounds reasonable. I appreciate your willingness to address this promptly.
Contractor: Thank you for bringing this to our attention, Ms. Gabriela. We’ll ensure your satisfaction with the final result.
Conclusion
By practicing with these 15 conversations, students can improve their ability to describe product problems in English, making them more confident and effective communicators in real-life situations.
