Susan bought a new washing machine from an appliance store. After the delivery person left her home, she noticed several scratches and dents on the front of the machine. She called the company’s toll-free number and yelled at the person who answered the phone. No. 1 Lara noticed that on her cell phone bill there are several charges for calls to Peru. She is certain that no one in her family made the long distance calls. This kind of mistake has happened before. She calls the phone company and tells them to disconnect the number because she wants to switch to a new phone company. No. 2 Luis parked his brand new car at the parking lot of his school. He went to classes and when he returned, he realized his car had a dent on the pilot’s door. No note was left on his car and no cars were around when he returned. He went to his school’s security office, but they refused to help him or show him the security cameras. No. 3 The IT department at Ana’s job didn’t help her when her office computer stopped working. She went directly to them but didn’t get an answer to her request after the 12 hours established. She got a co-worker from another department to help her out and got her office computer working again. After two days the IT department went to her office and realized the problem had been fixed. No. 4 Irina purchased an extended warranty for a laser printer in her home office. The printer stopped working during a crucial deadline for her consulting work. As a result, Irina lost income. She returned to the store where she purchased the printer in order to file a claim (to make a complaint and request an exchange). She did not have her receipt or the original box and packing materials for the printer. No. 5
