6.24 A telephone conflict — making a complaint — Epoché
What you will be able to do Make a complaint on the phone, clearly and calmly: Ich habe eine Beschwerde. Es funktioniert nicht. Give the facts the other side needs: the receipt, the warranty, what you want. Insist politely when the first answer is not enough: Ich möchte mein Geld zurück. Das ist inakzeptabel. Understand the replies of a customer-service agent: Das tut mir sehr leid. Ich verstehe Ihren Ärger. Ich kümmere mich darum! Sentences from this lesson, before the explanation. Read the German aloud; all of them come back below. German English Ich habe keine Beschwerden. [1] I have no complaints. Ihre Beschwerden ärgern mich. [2] Your complaints upset me. Ich werde Ärger bekommen: ich habe eine Sechs bekommen! [3] I'll get in trouble: I got an F! Das gibt nur Ärger. [4] That's just asking for trouble. Ist das eine Reklamation? [5] Is that a complaint? Er reichte eine Beschwerde ein. [6] He filed a complaint. Das ist für mich inakzeptabel. [7] This is unacceptable to me. Wir haben eine Beschwerde erhalten. [8] We've had a complaint. Prerequisites : 6.23 — you need the telephone formulas from 6.16 Conversation , disagreeing politely from 6.18 Conversation , and the economy vocabulary from 5.15 Vocabulary . Who is speaking to whom Frau Lang calls the customer service of an electronics shop: a kitchen appliance ( das Gerät ) she bought a few weeks ago has stopped working. She speaks to Herr Fischer, an agent. They use Sie . The call follows the classic shape of a complaint: the problem, the facts, the disagreement, the solution. Complaining in German Facts first. A German complaint is most effective when it is factual and orderly: what you bought, when, what is wrong, and what you want. Emotional language is less persuasive than a clear account with dates and a receipt. Agents are trained to respond to the facts; a calm, firm tone gets better results than anger. Your rights. In the European Union, a seller is responsible for defects for two years after purchase, a right called Gewährleistung ; a manufacturer's warranty, Garantie , comes on top and is voluntary. In the first year the seller usually has to prove that the defect was not there from the start. Knowing this lets you insist politely: you are not asking for a favour. Two words for a complaint. die Beschwerde is a complaint in general, about service, noise or behaviour. die Reklamation is a complaint about a faulty product, with a claim for repair, replacement or a refund. On the phone, both open the conversation: Ich habe eine Reklamation . Get it in writing. German businesses and authorities rely on written records. After a phone call, it is normal to ask for a confirmation by e-mail, and to note the date, the time and the name of the person you spoke to. If the problem is not solved, a written complaint, the subject of the writing lesson 9.4 Writing , is the next step. Exchange one — the problem Ich habe eine Beschwerde. [9] I've got a complaint. Worum geht es? [10] What's it all about? Es funktioniert nicht. [11] It isn't working. Das tut mir sehr leid. [12] I'm very sorry about this. Frau Lang opens with the purpose of the call, as in 6.16 Conversation . The agent's apology is a formula: it expresses sympathy, not an admission of fault. Exchange two — receipt and warranty Ich habe eine Quittung. [13] I have a receipt. Welche Garantiezeit gibt es? [14] What is the warranty period? Der Hersteller gibt nur zwei Jahre Garantie. [15] The manufacturer only gives a two-year guarantee. Ich brauche ein neues. [16] I need a new one. Frau Lang mentions the receipt before she is asked: it shows she is prepared. Her request, Ich brauche ein neues , states clearly what she wants: a replacement. The neuter ein neues stands for ein neues Gerät , as es in Es funktioniert nicht does; for a feminine noun such as die Kaffeemaschine she would say eine neue . Exchange three — insisting Wie lange dauert das? [17] How long will this take? Ich möchte mein Geld zurück. [18] I'd like my money back. Ich verstehe Ihren Ärger. [19] I understand your anger. Das ist inakzeptabel. [20] This is not acceptable. Frau Lang asks how long a replacement would take, and then asks for her money back instead. Das ist inakzeptabel is strong but not rude: it rejects the situation, not the person. The agent's Ich verstehe Ihren Ärger is the standard de-escalating phrase. Exchange four — the solution Ich kümmere mich darum! [21] I'll take care of that. Danke für Ihre Hilfe. [22] Thank you for your help. Vielen Dank und auf Wiederhören! [23] Thank you very much and goodbye! Ich kümmere mich darum , I'll take care of it , is a commitment. Before hanging up, Frau Lang would note the agent's name and ask for a confirmation by e-mail. A complaint, step by step Prepare before you call: the date of purchase, the receipt, any order number, a one-sentence description of the defect, and what you want — repair, replacement or refund. Open with Ich habe eine Reklamation or Ich habe eine Beschwerde , then give the facts in order. Listen to the offer. If it is not acceptable, say so calmly and state your demand again: Das ist inakzeptabel. Ich möchte mein Geld zurück. Ask how long the solution will take, and ask for it in writing. Thank the agent at the end, even if you are annoyed: the agent did not make the faulty appliance, and the next call may reach the same person. Word list Word (article, plural) Meaning Notes die Beschwerde（-n） de complaint; (in the plural) ailments Gender / part of speech feminine noun How English differs In the plural also medical complaints: keine Beschwerden , no symptoms . Ist das eine Beschwerde? [24] Is that a complaint? sich beschweren de to complain Gender / part of speech reflexive verb How English differs Reflexive; with über for the cause and bei for the person. Ich will mich beschweren. [25] I want to make a complaint. die Reklamation（-en） de complaint about a faulty product Gender / part of speech feminine noun How English differs A false friend