Transcript:
W: Excuse me, I rented this movie last night. However, when I played it on my DVD player, a whole lot of lines appeared on the screen.
M: That’s odd. That kind of problem usually happens to old video tapes, not digital formats like this. Let me take a look at it. Oh, I think I found the problem. There are some tiny scratches on the back of the disk. I think it’s our fault. I’m sorry about the inconvenience. Would you like to get your money back or rent another one?
W: I’ll take another one. I hope the same thing won’t happen again.
M: Don’t worry. This one is brand-new and it has never been rented before. Wait, how about this? Let me get you a couple of other films at no extra charge in order to make it up to you.