M：Good morning.I purchased a computer from your company last month.Unfortunately，I’m not satisfied with my new computer.I’m having a lot of problems.
W：What seems to be the problem？
M：I’m having problems with my Internet connection，as well as repeated crashes when I try to nm my word-processing software.
W：Did you read the instructions that came with the computer？
M：Well，yes.But the trouble-shooting section was no help.
W：What happened exactly？
M：Well，the Internet connection doesn’t work.I think the modem is broken.I’d like a replacement.
W：How were you using the computer when you tried to connect to the Internet？
M：I was trying to connect to the Internet!What kind of question is that？!
W：I understand you’re upset，sir.I’m just trying to understand the problem.I’m afraid it’s not our policy to replace computers because of glitches，
M：I bought this computer with the software pre-loaded.I haven’t touched anything.
W：We’re sorry that you’ve had a problem with this computer.Could you bring in your computer？I promise you we’ll check the settings and get back to you immediately.
M：OK，that will work for me.

Thismanis（）.