Student Perspectives- That's not an emergency.

In my evening class, we have begun to discuss tenants' right and responsibilities. The students read a letter  supposedly written to tenants from an imaginary apartment complex. The exercise was from Side by Side Plus Book 3. In the letter, management requests that tenants fill out a maintenance request form for "routine maintenance" and only call the maintenance number for urgent situations.  One of the comprehension questions read as follows:

4. Which of the following situations should a tenant NOT call (310) 555-2135?

a) There are cockroaches in the apartment.
b) The garbage disposal is broken.
c) There is no hot water.
d) The faucet is leaky.

There was some confusion and disagreement about this.  First of all, a colorful discussion about pest control issues arose. Everyone seemed to be able to commiserate, some incredulously; "This is the city life in America". The most interesting hypothesis offered was a conspiracy theory regarding exterminators. Several students agreed that cockroaches' ability to survive and return was suspicious and a few offered that pest control companies kill most but not all in order to stay in business. After all, what would happen if they really did exterminate all the roaches? They wouldn't have a job, that's what! Students reasoned that exterminators knowingly spare a few critters in order that their services will be needed and therefore called upon in the future. It's a delicate balance. On the one hand, this produced a fair amount of hilarity in my classroom. On the other hand, it shows a deep-seated mistrust towards others that was most likely fostered by their past experiences living in a society with rampant corruption.

 Later, it was reasoned that cockroaches in the apartment do not constitute an emergency- something some people I know might disagree with. "I suppose it depends on how many. What is you have an infestation?" I suggested. The student leading this discussion shrugged. Clearly, this was a first world comfort. In the context of the letter and comprehension question, it was true. One should not call the emergency maintenance number for pest control; one should call the pest control company. However, I thought that perhaps some students could have interpreted this as an urgent matter leading to the confusion. This was not the case.

The correct answer was c) there is no hot water . This was again met with some disagreement. "What about a leaky faucet?" Some students seemed to be more concerned with waste of water (aka money) or out-of-control water leakage than having hot water. Again, this question perhaps reflects a first world perspective on comfort but it is also the landlord's responsibility to provide hot water to the tenant. In the District of Columbia it is in the housing code, so "it's actually the law", I explained.

As an aside, it's interesting to note that the garbage disposal was immediately dismissed as a superfluous modern convenience.

Students acquiesced to my explanations but I'm glad they were able to express their perspectives. This discussion sheds light not only on cultural biases in comprehension questions, but also why immigrants sometimes run into disagreements with landlords.

Materials Share: How to Read a Warranty

This is an activity I wrote for the life skills objective, "Students will be able to read and interpret a warranty."


Unfortunately, language learners abroad are often the victims dishonest business practices whether you're a vacationer given an "adjusted" menu or an immigrant who is refused a refund for a defective product.


Knowledge is power and in this case, a tool for social justice. If students have the ability to describe the problem and the ability to read about and interpret his/her consumer rights, perhaps he/she will be less likely to be the victim of dishonest business practices.
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Level: Pre-intermediate/Intermediate/ Advanced


Objectives/Students will be able to:


-use appropriate vocabulary to describe defective products
-read and interpret a warranty
-identify clauses, conditions, and limitations of a warranty


Pre-Activities/Materials
It may be necessary to ease into this activity. The vocabulary is quite challenging for English Learners.
Some supplemental materials include:


-Side By Side Book 3 Plus (Returning a defective product)
-A Conversation Book 2: English in Everyday Life   (Returns and Exchanges)
-Workplace Plus (Unit 3-What is a warranty?)

-Lifeskills 3 (Reading a Warranty)

 

Task Chain:

This is a role-play conversation activity. Students take turns being the customer and the customer service representative. Students should determine from the corresponding sample warranty whether or not the customer should get a refund or repair service.

Role-play 1

Person A: You have owned the carpet for 4 years. You spilled some juice on the carpet and want the carpet company to fix it or replace it. Go to the carpet store and talk to the salesperson.

Person B: You work for the carpet company. You have to speak with Person A (the customer) and explain what services are available based on the warranty.

Role-play 2

Person A: You have owned the hearing aid for 20 years and you want the newest model. The one you have is working fine but it’s big and you want a smaller one. Besides, you think 20 years is enough; it’s time for a new one! Call the hearing aid company.

Person B: You work in customer service for the hearing aid company. You have to speak with Person A (the customer) and explain what services are available based on the warranty.

Role-play 3

Person A: You have owned your washer machine for 2 and a half years and you’ve recently noticed that it’s not cleaning the clothes as well as it used too. Call the washer machine company to ask what you should do.

Person B: You work in customer service for the washer machine company. You have to speak with Person A (the customer) and explain what services are available based on the warranty.

Role-play 4

Person A: The tires on your car are starting to look old. You’ve had a mechanic look at it and he said the front two tires are about 19 % worn out and the rear (back) two are almost 30%. The tires are almost new. You decide to call the tire company to get your money back.

Person B: You’re a customer service representative for the tire company. You have to speak with Person A (the customer) and explain what services are available based on the warranty.

Warranties: Examples of Full Warranties, Limited Warranties, and Multiple Warranties

Counterpoint Carpet Corp. What is Covered This warranty covers any defects in materials or workmanship, including installation, with the exceptions stated below. How Long Coverage Lasts This warranty runs for five years from the date your carpet is installed. What is not covered This warranty does not cover fading or discoloration caused by exposure to sunlight or chemicals such as ammonia, laundry detergent, or household bleach. (For information on how to prevent fading or discoloration, consult our manual "Care Tips From Counterpoint Carpet," available free from your Counterpoint dealer.) What Counterpoint Will Do Counterpoint will repair any carpet that proves to be defective in materials or workmanship. In the event repair is not possible, Counterpoint will either replace your carpet with new carpet of similar composition and price, or refund the full purchase price of your carpet, whichever you prefer. How To Get Service Contact any Counterpoint dealer, listed in the Yellow Pages under "Carpet,"or contact Counterpoint at 800-987-6543. A service representative will come to your home and take any necessary action to correct problems covered by this warranty. How State Law Applies This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

Magnifisound Corporation Limited Warranty What Does This Warranty Cover? This warranty covers any defects or malfunctions in your new Magnifisound hearing aid. How Long Does The Coverage Last? This warranty lasts as long as you own your Magnifisound aid. Coverage terminates if you sell or otherwise transfer the aid. What Will Magnifisound Do? Magnifisound will replace any defective or malfunctioning part at no charge. You must pay any labor charges. What Does This Warranty Not Cover? Batteries, or any problem that is caused by abuse, misuse, or an act of God (such as a flood) are not covered. Also, consequential and incidental damages are not recoverable under this warranty. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. How Do You Get Service? In order to be eligible for service under this warranty you must return the warranty registration card attached below within 30 days of purchasing the aid. If something goes wrong with your aid, send it postage paid with a brief written description of the problem to: Magnifisound Corp. Box 10000 Auditory, Ohio We will inspect your aid and contact you within 72 hours to give the results of our inspection and an estimate of the labor charges required to fix the aid. If you authorize repairs, we will return the repaired aid to you COD within 72 hours. You must pay any labor charges upon receipt of the repaired aid. If you inform us that you wish us to provide necessary parts to you but you wish to have repairs performed elsewhere, we will return the aid and replacement parts to you within 72 hours. There is no charge for inspection. How Does State Law Apply? This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

 

Full Two Year Warranty on The Black Star 2001 Clothes Washer What is covered: Any defect in your 2001 Clothes Washer. For How Long: Two years after the date you bought your 2001 Clothes Washer. What Black Star Will Do: Repair, or if repair is not possible, either replace your 2001 Clothes Washer, or refund the purchase price, whichever you prefer. Limited Warranty on Parts for the Third through Fifth Years What is covered: Any defect in your 2001 Clothes Washer. For How Long: From the start of the third year after you bought your 2001 Clothes Washer until the end of the fifth year. What Black Star Will Do: Provide free new or rebuilt replacement parts, but not labor to install the parts. Any servicer you choose can do service during this period. How to Get Service: Contact any Black Star Dealer or any Authorized Black Star Service Center. See the Yellow Pages under "Appliance Repair" for the name of a Black Star Servicer near you, or call 800-xxx-xxxx. Your Rights Under State Law: This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

 

Treadwell Tire Full Warranty During First 20% of Usable Tread Life If a defect in materials or workmanship appears in your Treadwell Tire before 20% of the tread is worn away, Treadwell Corporation will provide, at your choice, either free replacement of the same model number Treadwell Tire or a complete refund of the original purchase price. Limited Warranty During Remaining 80% of Usable Tread Life If a defect in, materials or workmanship appears in your Treadwell Tire after 20% of the tread is worn away and before the remainder of the tread is worn away, Treadwell Corporation will provide you with a credit good for the purchase of any Treadwell Tire of the same model number. The credit will drop by 10% of the original purchase price for each additional 10% of the tread that is worn away when the defect appears. How to Get Service Just bring the defective tire to any Treadwell Dealer. The address of the dealer near you is listed on the other side of this document How State Law Relates to this Warranty This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

 

Source of Sample Warranties