Situation
Yamada-san recently purchased a new electronic dictionary at a large electronics store. However, upon returning home and attempting to use it, the screen remained blank. Yamada-san decides to go back to the store to address the issue and request an exchange.
Dialogue
山田: すみません、先日こちらで購入した電子辞書が、動かないのですが。
Yamada: Sumimasen, senjitsu kochira de kōnyū shita denshijisho ga, ugokanai no desu ga.
Yamada: Excuse me, the electronic dictionary I bought here the other day isn't working.
田中: さようでございますか。大変申し訳ございません。少々、拝見してもよろしいでしょうか。
Tanaka: Sayō de gozaimasu ka. Taihen mōshiwake gozaimasen. Shōshō, haiken shite mo yoroshī deshō ka.
Tanaka: Oh, is that so? I am terribly sorry about this. May I take a look at it for a moment?
山田: はい、こちらです。電源を入れても、画面が全く表示されないんです。
Yamada: Hai, kochira desu. Dengen o irete mo, gamen ga mattaku hyōji sarenain desu.
Yamada: Yes, here it is. Even when I turn on the power, nothing appears on the screen.
田中: ありがとうございます。確認させていただきます。…あ、確かに画面がつきませんね。
Tanaka: Arigatō gozaimasu. Kakunin sasete itadakimasu. …A, tashika ni gamen ga tsukimasen ne.
Tanaka: Thank you. Let me check it for you. …Ah, you're right, the screen isn't turning on.
山田: 他の機能も試してみたんですが、どれも使えないようです。
Yamada: Hoka no kinō mo tameshite mita n desu ga, dore mo tsukaenai yō desu.
Yamada: I tried other functions too, but it seems none of them are working either.
田中: 大変申し訳ございません。こちらは明らかに初期の不良でございますね。新しいものとご交換させていただけます。
Tanaka: Taihen mōshiwake gozaimasen. Kochira wa akiraka ni shoki no furyō de gozaimasu ne. Atarashii mono to go-kōkan sasete itadakemasu.
Tanaka: I am terribly sorry. This appears to be a clear initial defect. We can certainly exchange it for a new one.
山田: それは助かります。在庫はございますか。
Yamada: Sore wa tasukarimasu. Zaiko wa gozaimasu ka.
Yamada: That would be a great help. Do you have any in stock?
田中: はい、少々お待ちください。今確認してまいります。
Tanaka: Hai, shōshō omachi kudasai. Ima kakunin shite mairimasu.
Tanaka: Yes, please wait a moment. I'll go check our stock right away.
山田: ありがとうございます。急ぎませんので。
Yamada: Arigatō gozaimasu. Isogimasen node.
Yamada: Thank you. There's no particular rush.
田中: お待たせいたしました。同じものが一つございます。こちらでよろしいでしょうか。
Tanaka: Omatase itashimashita. Onaji mono ga hitotsu gozaimasu. Kochira de yoroshī deshō ka.
Tanaka: Thank you for waiting. We have one identical item available. Would this one be acceptable?
山田: はい、これで結構です。ありがとうございます。
Yamada: Hai, kore de kekkō desu. Arigatō gozaimasu.
Yamada: Yes, this is perfectly fine. Thank you very much.
田中: いいえ、とんでもございません。今後ともよろしくお願いいたします。
Tanaka: Iie, tondemo gozaimasen. Kongo tomo yoroshiku onegai itashimasu.
Tanaka: You're most welcome. We appreciate your continued business.
Key Vocabulary
先日
senjitsu
— the other day, recently
購入
kōnyū
— purchase
電子辞書
denshijisho
— electronic dictionary
動かない
ugokanai
— doesn't work, is not functioning
大変申し訳ございません
taihen mōshiwake gozaimasen
— I am terribly sorry (very formal apology)
拝見
haiken
— seeing, looking (humble form, often used by staff to customers)
電源
dengen
— power (electrical), power supply
画面
gamen
— screen
表示される
hyōji sareru
— to be displayed, to appear (on a screen)
機能
kinō
— function, capability
初期の不良
shoki no furyō
— initial defect, manufacturing defect
交換
kōkan
— exchange, replacement
在庫
zaiko
— stock, inventory
結構です
kekkō desu
— It's fine, that's enough, acceptable
Grammar Notes
- ～なのですが (no desu ga): This phrase softens a statement, request, or explanation. It often implies a problem or a reason, making the utterance less direct and more polite. For example, 「すみません、道に迷ってしまったのですが。」 (Sumimasen, michi ni mayotte shimatta no desu ga.) - "Excuse me, I've gotten lost..."
- ～させていただきます (sasete itadakimasu): This humble and polite expression is used when the speaker is granted permission to do something, or when their action is done for someone else's benefit. It conveys a sense of gratitude for being allowed to perform the action. For instance, 「こちらで確認させていただきます。」 (Kochira de kakunin sasete itadakimasu.) - "I will (humbly) be allowed to check it here."
- ～ても (te mo): Meaning "even if/though" or "even when," this grammar pattern indicates a contrasting or unexpected result. For example, 「雨が降っても、行きます。」 (Ame ga futte mo, ikimasu.) - "Even if it rains, I will go."
- ～ようです (yō desu): This phrase translates to "it seems that" or "it appears that." It's used to express conjecture or to report information based on observation or hearsay. For instance, 「彼は忙しいようです。」 (Kare wa isogashii yō desu.) - "It seems he is busy."
- ～ていただけます (te itadakemasu): This is a polite way to indicate that one is receiving the favor of someone doing something. It means "I would appreciate it if you could do..." or "Could I have you do...?" often implying gratitude for the action performed by the other party. Example: 「少々お待ちいただけますか。」 (Shōshō omachi itadakemasu ka?) - "Could you please wait a moment (and grant me the favor of your waiting)?"
Cultural Notes
In Japan, customer service is exceptionally valued. Staff members typically handle complaints with extreme politeness and apologies, even if they are not directly at fault. This approach is rooted in the principle of hospitality (おもてなし, omotenashi). It's very common for staff to use humble language (謙譲語, kenjōgo) and honorifics (尊敬語, sonkeigo) when speaking to customers, as Tanaka-san's dialogue demonstrates.
Customers, in turn, are generally expected to remain calm and polite when voicing their concerns. This respectful demeanor helps ensure a smooth resolution. Direct confrontation or loud complaints are usually avoided, as they can be perceived as impolite and may hinder a quick, favorable outcome.
When returning a defective item, it's customary to bring the receipt and the product, ideally in its original packaging. The process usually involves a thorough check by the staff, just as Tanaka-san asks to "take a look." An immediate apology and an offer for exchange or refund are standard procedures for clear product defects, underscoring the store's dedication to customer satisfaction.
Practice
Role-play suggestions: Practice this conversation with a partner. Take turns playing Yamada-san and Tanaka-san, paying close attention to the appropriate tone and politeness levels for each role. Try to internalize the key phrases for both complaining and offering solutions.
Substitution drills:
Replace "電子辞書" with other defective items, such as "携帯電話 (mobile phone)" or "新しい時計 (new watch)".
Substitute "画面が全く表示されない" with other common problems like "音が出ない (no sound)" or "充電できない (cannot charge)".
A variation scenario to try: Imagine Yamada-san bought clothes, and when they got home, they realized it was the wrong size. How would the conversation change in this context? Focus on incorporating different vocabulary related to clothing and sizes.