设备故障（硬件问题）
Device Malfunction (Hardware Issue)
客户描述其笔记本电脑、智能手机或其他电子设备的特定硬件问题，例如屏幕破裂、按键无响应或充电问题。支持代理诊断潜在原因并就维修选项或保修索赔提供建议。
对话轮次
12
预计时长
6 分钟
场景
技术支持
完整对话内容
以下是该情境的完整英语对话，包含中英文对照和重点解析
👩
学习者
第 1 轮
Hi there, I'm calling because I'm having a really annoying issue with my laptop. The keys on my keyboard are just not responding properly, especially the spacebar and the 'E' key.
English
您好，我打电话是因为我的笔记本电脑出了一个非常恼人的问题。我的键盘上的按键根本无法正常响应，尤其是空格键和“E”键。
中文翻译
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Support Agent
第 2 轮
I understand, that sounds frustrating. To clarify, are the keys completely unresponsive, or do they work intermittently? And have you tried restarting the laptop?
English
我明白，听起来很令人沮丧。请问，这些按键是完全没有反应，还是时好时坏？您尝试过重启笔记本电脑吗？
中文翻译
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学习者
第 3 轮
They work intermittently. Sometimes they'll type, sometimes they won't. I've tried restarting it multiple times, and I've also done a full system update. No luck.
English
它们时好时坏。有时能输入，有时不能。我已经尝试重启很多次了，也做了完整的系统更新。没用。
中文翻译
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Support Agent
第 4 轮
Okay, thanks for that information. Based on your description, this sounds like a hardware issue with the keyboard itself, rather than a software glitch. It's quite common for individual keys to wear out or for dust to get lodged underneath them.
English
好的，谢谢您的信息。根据您的描述，这听起来是键盘本身的硬件问题，而不是软件故障。个别按键磨损或灰尘卡在下面是相当常见的。
中文翻译
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学习者
第 5 轮
So, what are my options then? Is it something I can fix myself?
English
那么，我有什么选择呢？这是我自己能修好的吗？
中文翻译
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Support Agent
第 6 轮
Well, you could try using compressed air to clean around the affected keys, but if that doesn't work, it likely requires a professional repair or keyboard replacement. Could I get your laptop's serial number so I can check your warranty status?
English
嗯，您可以尝试用压缩空气清理受影响按键周围的区域，但如果那不起作用，可能就需要专业维修或更换键盘了。您能提供您笔记本电脑的序列号吗？我好查一下您的保修状态。
中文翻译
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学习者
第 7 轮
Sure, it's [Serial Number]. I bought it about 18 months ago, so it might still be under warranty.
English
好的，是[序列号]。我大约18个月前买的，所以可能还在保修期内。
中文翻译
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Support Agent
第 8 轮
Thank you. Let me check... Yes, it looks like your laptop is still covered under the standard manufacturer's warranty. This kind of hardware issue would typically be covered. I can set up a repair request for you, or I can provide you with instructions to send it in.
English
谢谢。我来查一下……是的，看起来您的笔记本电脑还在标准制造商保修期内。这种硬件问题通常在保修范围内。我可以为您安排维修请求，或者提供如何寄送的说明。
中文翻译
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学习者
第 9 轮
Oh, that's great news! Setting up a repair request would be best. What's the next step?
English
哦，那真是个好消息！安排维修请求最好。下一步是什么？
中文翻译
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Support Agent
第 10 轮
Excellent. I'll just need to confirm your shipping address and email for the return label. This typically takes 5-7 business days once we receive the device. Is that acceptable?
English
好的。我只需要确认您的收货地址和电子邮件，以便发送退货标签。一旦我们收到设备，通常需要5-7个工作日。这可以接受吗？
中文翻译
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学习者
第 11 轮
Yes, that works perfectly. Thank you so much for your help!
English
可以，完全没问题。非常感谢您的帮助！
中文翻译
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Support Agent
第 12 轮
You're very welcome. I'll send you an email shortly with all the details and the shipping label. Have a good day!
English
不客气。我很快会给您发送一封包含所有详情和发货标签的电子邮件。祝您有个愉快的一天！
中文翻译
🎯
对话学习完成
结合右侧的词汇和句型解析，加深理解和记忆
重点词汇
annoying
烦人的
Something that bothers or irritates you, like a small problem that keeps happening. Use it to describe frustrating situations, e.g., 'This noise is annoying.'
中文解释
让你烦恼或恼怒的东西，就像一个不断发生的小问题一样。用它来描述令人沮丧的情况，例如，“这个噪音很烦人。”
unresponsive
无响应
Not reacting or working when you expect it to, like keys that don't type. Common in tech support for devices that fail to respond.
中文解释
在预期时不反应或不工作，比如不打字的键。在技术支持中常见，用于设备不响应的情况。
intermittently
间歇地
Happening sometimes but not always, like a problem that works one moment and fails the next. Useful for describing unreliable tech issues.
中文解释
有时发生但并非总是如此，就像一个问题一时有效一时失效。用于描述不可靠的技术问题很有用。
hardware
硬件
The physical parts of a computer or device, like the keyboard or screen. Opposite of software; say 'hardware problem' for physical malfunctions.
中文解释
计算机或设备的物理部件，如键盘或屏幕。与软件相反；对于物理故障说“硬件问题”.
warranty
保修
A guarantee from the manufacturer that covers repairs for a certain time after purchase. Ask about it when something breaks, e.g., 'Is it under warranty?'
中文解释
制造商提供的保证，覆盖购买后一定时间的维修。当某物损坏时询问，例如，'它在保修期内吗？'
serial number
序列号
A unique code on a device to identify it, used for support or warranty checks. Provide it when calling tech support, like 'My serial number is ABC123.'
中文解释
设备上用于识别设备的唯一代码，用于支持或保修检查。致电技术支持时请提供它，例如“My serial number is ABC123.”
repair
修理
To fix something broken. In tech, it means professional service; say 'I need a repair' for device issues covered by warranty.
中文解释
修理损坏的东西。在技术领域，指专业服务；对于保修覆盖的设备问题，请说'我需要修理'。
frustrating
令人沮丧的
Causing annoyance or stress, often used in customer service to show empathy, e.g., 'That sounds frustrating.' It builds rapport.
中文解释
引起烦恼或压力，常用于客服中以示同理心，例如 '那听起来很沮丧。' 它建立融洽关系。
重点句型
"I'm having a really annoying issue with my laptop."
"我的笔记本电脑有一个真的很烦人的问题。"
重点句型
语法解析
This introduces a problem politely. 'Having an issue' is a common way to describe tech problems; 'really annoying' adds emphasis for intermediate learners to express frustration naturally.
中文解析
这以礼貌的方式引入了一个问题。'Having an issue' 是描述技术问题的一种常见方式；'really annoying' 为中级学习者添加了强调，以自然地表达挫败感。
"Are the keys completely unresponsive, or do they work intermittently?"
"键是否完全无响应，还是间歇性地工作？"
重点句型
语法解析
A clarifying question using 'or' to offer choices. Useful for support agents; teaches question forms with adverbs like 'completely' and 'intermittently' for precise descriptions.
中文解析
使用“or”提供选择选项的澄清问题。对支持代理有用；教授使用“completely”和“intermittently”等副词的疑问句形式，以进行精确描述。
"I've tried restarting it multiple times, and I've also done a full system update. No luck."
"我已经多次尝试重启它，还进行了完整的系统更新。但没有用。"
重点句型
语法解析
Describes troubleshooting steps with 'I've tried' (present perfect) and 'and' to connect actions. 'No luck' means it didn't work; practical for showing what you've already attempted.
中文解析
使用 'I've tried'（现在完成时）描述故障排除步骤，并用 'and' 连接动作。'No luck' 意为没有成功；实际用于展示您已经尝试过的内容。
"This sounds like a hardware issue with the keyboard itself, rather than a software glitch."
"这听起来像是键盘本身的一个硬件问题，而不是软件故障。"
重点句型
语法解析
Diagnoses the problem using 'sounds like' for opinions and 'rather than' to contrast ideas. Key for tech talk; helps learners differentiate hardware vs. software.
中文解析
使用 'sounds like' 表示意见和 'rather than' 对比想法来诊断问题。技术讨论的关键；帮助学习者区分硬件与软件。
"Could I get your laptop's serial number so I can check your warranty status?"
"我能得到您笔记本电脑的序列号吗？这样我可以检查您的保修状态。"
重点句型
语法解析
Polite request with 'Could I get' (modal for permission) and purpose clause 'so I can.' Essential in support; teaches how to ask for info professionally.
中文解析
使用 'Could I get' 的礼貌请求（用于许可的助动词）和目的从句 'so I can.' 在支持中必不可少；教导如何专业地请求信息。
"It looks like your laptop is still covered under the standard manufacturer's warranty."
"看起来您的笔记本电脑仍处于标准制造商保修范围内。"
重点句型
语法解析
Gives good news with 'It looks like' (seems) and passive 'is covered under.' Useful for confirming coverage; includes relative clause for intermediate grammar practice.
中文解析
使用 'It looks like' (似乎) 和被动语态 'is covered under' 传达好消息。有助于确认保障范围；包含相对从句，用于中级语法练习。
"Setting up a repair request would be best. What's the next step?"
"设置维修请求是最好的选择。下一步是什么？"
重点句型
语法解析
Expresses preference with 'would be best' (conditional for suggestions) and asks for action. Practical for customers; shows how to guide the conversation forward.
中文解析
用 'would be best' 表达偏好（用于建议的条件式）并询问行动。对客户实用；展示如何引导对话向前。
"I'll send you an email shortly with all the details and the shipping label."
"我很快会发一封邮件给您，包含所有细节和运单标签。"
重点句型
语法解析
Promises future action with 'I'll send' (future simple) and 'shortly' (soon). Common closing in support; teaches time adverbs and coordinating 'and' for lists.
中文解析
使用“I'll send”（将来时）和“shortly”（很快）承诺未来行动。支持中的常见结尾；教导时间副词和用于列表的并列连词“and”。