When a customer complains, it's important to be sympathetic, but business-like as well.
当客户抱怨时，同理心很重要，但高效也一样重要。
Do apologise, of course, and then, taking a personal interest in the way the equipment will be used,
当然要道歉，然后对设备使用方式表现出兴趣
suggest a newer, more recent model rather than simply replacing the original one.
向客户推荐一款新设备，而不是简单地替换掉原来的那一款。
This is often a good solution, because it not only deals with the complaint,
通常这是一种很好的解决方法，因为这样不仅解决了投诉问题
but also the client feels they've got away with a bit extra to make up for the inconvenience.
还让客户感到他们得到了额外的收获弥补了之前的不便。
I don't think all complaints can be dealt with in the same way.
我认为不是所有投诉都能用一种方法解决。
Basically, you've got to solve the immediate problem to try to keep the customer's confidence.
你主要是要立即解决问题，保持客户的信心。
Sometimes guaranteeing your product for a longer period can be a good way to do this.
有时延长产品保修期是一种很好的方法。
Fix what's wrong as quickly as possible and show you're prepared to do so a second time if necessary.
尽快修复问题，并表态，如有需要，下次出现问题也会及时解决。
Point out that the customer won't have any worries, at least not until they need an upgrade.
向客户指明，他们不必有任何担心，至少在下次需要更新前不必担心。