[originaltext]W: Good afternoon. Linda speaking. How can I help you?M: Oh, hel

W: Good afternoon. Linda speaking. How can I help you?
M: Oh, hello. At last! I was just about to ring off.
W: I am sorry about that. The waiting system is a bit frustrating, isn’t it? It’s the only way we can offer our 24-hour service, you see.
M: Yeah. yeah. Look, it’s about the computer I bought off you two weeks ago ...
W: Yes, what seems to be the problem?
M: Well, I was transferring my files to it from my hard disk drive and it’s lost the lot. Everything!
W: OK, now don’t worry. I’m sure we can sort something out. The computer has lost all your data, you say?
M: Yes. And it’s wiped everything off the hard disk drive as well! My whole life, my whole life was in those files
W: Oh, my’ goodness! Are you sure? Sounds like the problem’s with your hard disk drive.
M: Of course I’m sure! And there’s nothing wrong with my hard disk drive. I’ve had it for years!
W: OK. I can understand how upset you must be. Now I don’t think we can deal with this on the phone, so I’ll arrange to send a service engineer to see if they can retrieve your data. Can you give me your product reference number?
M: Er, yes, it’s... here it is... it’s SF11-003. By the way, I’ll be expecting a total refund and compensation if this can’t be fixed!
W: Unfortunately, we’re not authorized to give refunds, but what I can do is send you a brand-new computer. How would that be?
M: This is supposed to be a brand-new computer. You think I want another one of these, after what the last one did?
W: Well, let’s see what our engineer can do. Hopefully it’s not quite as bad as you think. Now, I’ve got your name and address here in your customer file. It’s Mr Chatterton at Oxford OX2 6BI, right?
M: Yes.
W: Right, Mr Chatterton. We’ll have an engineer with you this afternoon. Is that OK?
M: Er. well. I suppose. . .
W: Good. Glad to be of assistance. Is there anything else I can help you
M: Hm? Oh. no.
W: Well, best of luck this afternoon. I hope we can solve the problem for you.
M: Well, thanks, goodbye.
Question No. 27 Why is the man telephoning?
Question No. 28 What is the man’s problem?
Question No. 29 How does the woman try to help?
Question No. 30 Which of the following is NOT true, according to the conversation?