Situation
田中さんは先日、家電量販店で新しい電子レンジを購入しました。しかし、家に帰って使ってみると、温める機能に不具合があることが判明。そのため、田中さんは電子レンジを返品するため、再びお店を訪れることにしました。
Dialogue
田中: すみません、先日こちらで購入した電子レンジのことでお伺いしたいのですが。
Tanaka: Sumimasen, senjitsu kochira de kōnyū shita denshi renji no koto de o-ukagai shitai no desu ga.
Tanaka: Excuse me, I'd like to ask about the microwave oven I purchased here the other day.
店員: はい、どのようなご用件でしょうか。
Ten-in: Hai, donoyō na go-yōken deshō ka.
Clerk: Yes, what can I do for you?
田中: あの、この電子レンジなんですが、温める機能がどうもおかしいんです。
Tanaka: Ano, kono denshi renji nan desu ga, atatameru kinō ga dōmo okashii n desu.
Tanaka: Well, about this microwave, the heating function seems to be strange.
店員: お客様、それは大変ご迷惑をおかけしました。詳しくお聞きしてもよろしいでしょうか。
Ten-in: Okyaku-sama, sore wa taihen go-meiwaku o okake shimashita. Kuwashiku o-kiki shite mo yoroshī deshō ka.
Clerk: Customer, I am very sorry for the inconvenience. May I ask for more details?
田中: はい。電源を入れても、設定しても、うまく温まらないんです。ときどきは動くのですが、安定しません。
Tanaka: Hai. Dengon o irete mo, settei shite mo, umaku atatamaranai n desu. Tokidoki wa ugoku no desu ga, antei shimasen.
Tanaka: Yes. Even if I turn on the power and set it, it doesn't heat up properly. Sometimes it works, but it's not stable.
店員: なるほど。保証書とレシートはお持ちでしょうか。
Ten-in: Naruhodo. Hoshōsho to reshīto wa o-mochi deshō ka.
Clerk: I see. Do you have the warranty and the receipt?
田中: はい、こちらです。先週の金曜日に買いました。
Tanaka: Hai, kochira desu. Senshū no kin'yōbi ni kaimashita.
Tanaka: Yes, here they are. I bought it last Friday.
店員: 確認いたします。…これは初期の不良のようですね。大変申し訳ございません。ご希望は交換でしょうか、それともご返金でしょうか。
Ten-in: Kakunin itashimasu. …Kore wa shoki no furyō no yō desu ne. Taihen mōshiwake gozaimasen. Go-kibō wa kōkan deshō ka, soretomo go-henkin deshō ka.
Clerk: I will check. …This seems to be an initial defect. I am very sorry. Would you prefer an exchange, or a refund?
田中: 出来れば同じものと交換していただきたいのですが、可能ですか。
Tanaka: Dekireba onaji mono to kōkan shite itadakitai no desu ga, kanō desu ka.
Tanaka: If possible, I'd like to exchange it for the same item, is that possible?
店員: かしこまりました。ただいま在庫を確認いたします。…はい、ございます。新しいものをご用意しますので、少々お待ちいただけますでしょうか。
Ten-in: Kashikomarimashita. Tadaima zaiko o kakunin itashimasu. …Hai, gozaimasu. Atarashī mono o go-yōi shimasu node, shōshō o-machi itadakemasu deshō ka.
Clerk: Certainly. I will check the stock now. …Yes, we have it. I will prepare a new one for you, so could you please wait a moment?
田中: ありがとうございます。お手数をおかけしてすみません。
Tanaka: Arigatō gozaimasu. O-tesū o okake shite sumimasen.
Tanaka: Thank you. I apologize for the trouble.
店員: いいえ、とんでもございません。恐れ入りますが、こちらの書類にご記入お願いいたします。
Ten-in: Iie, tondemo gozaimasen. Osoreirimasu ga, kochira no shorui ni go-kinyū onegai itashimasu.
Clerk: No, not at all. Excuse me, but please fill out this form.
田中: はい、わかりました。
Tanaka: Hai, wakarimashita.
Tanaka: Yes, I understand.
Key Vocabulary
先日
senjitsu
— the other day; a few days ago
購入する
kōnyū suru
— to purchase
電子レンジ
denshi renji
— microwave oven
お伺いする
o-ukagai suru
— to ask; to visit (humble form of 聞く/訪ねる)
ご用件
go-yōken
— business; matter; something to discuss
機能
kinō
— function; feature
迷惑
meiwaku
— trouble; annoyance; inconvenience
電源を入れる
dengen o ireru
— to turn on the power
安定する
antei suru
— to stabilize; to be stable
保証書
hoshōsho
— warranty; guarantee certificate
初期不良
shoki furyō
— initial defect; defective from the beginning
交換
kōkan
— exchange; replacement
返金
henkin
— refund
お手数をおかけする
o-tesū o okake suru
— to cause trouble; to inconvenience (humble expression)
ご記入する
go-kinyū suru
— to fill in (a form); to enter (information) (honorific expression)
Grammar Notes
- 〜のことでお伺いしたいのですが (〜no koto de o-ukagai shitai no desu ga): A polite way to introduce a topic you want to inquire about. It literally means "Regarding ~ I would like to ask, but..."
- 〜のですが (〜no desu ga): Used to soften a statement, ask for information, or lead into a request, adding a nuanced politeness or hesitation. For example, 「ちょっとお聞きしたいのですが…」(Chotto o-kiki shitai no desu ga...) means "I have a quick question...".
- 〜ていただく (〜te itadaku): A humble request structure meaning "to have someone do something for me" or "to receive the favor of someone doing something." For example, 「教えていただけますか」(Oshiete itadakemasu ka?) means "Could you please teach me?".
- 〜でしょうか (〜deshō ka): A polite way to ask a question, often seeking confirmation or expressing a gentle inquiry. For example, 「これはあなたの傘でしょうか」(Kore wa anata no kasa deshō ka?) means "Is this your umbrella?".
- 〜ように (〜yō ni): This expression has several uses, including "so that," "in order to," or indicating similarity, "like/as if." In this conversation, 「初期の不良のようですね」(shoki no furyō no yō desu ne) uses the latter meaning, translating to "it seems like an initial defect" or "it appears to be an initial defect."
Cultural Notes
In Japan, customer service is generally highly valued, and store clerks often express deep apologies for any inconvenience, even if they are not personally responsible for the defect. When returning an item, it's customary to bring the receipt (レシート) and the warranty (保証書) if applicable. Customers are expected to explain the situation clearly and calmly. While not always required, expressing a small apology for causing trouble (お手数をおかけしてすみません) is a polite gesture, showing consideration for the staff's time and effort. The process is usually handled smoothly with a focus on resolving the issue to the customer's satisfaction, either through an exchange (交換) or a refund (返金).
Practice
Suggestions for practicing this conversation:
Role-play: Practice playing both the role of Tanaka-san and the Store Clerk. Try to mimic their tone and politeness levels.
Substitution Drills:
Replace 「電子レンジ」 (microwave oven) with other items like 「洗濯機」 (washing machine), 「スマートフォン」 (smartphone), or 「冷蔵庫」 (refrigerator).
Replace 「温める機能がどうもおかしい」 (the heating function seems strange) with other defects like 「電源が入らない」 (won't turn on), 「音が出ない」 (no sound), or 「画面が映らない」 (screen doesn't display).
Variation Scenario: Imagine Tanaka-san bought the item online and needs to return it by mail. How would the conversation change? What information would be needed?