Categorize customer statements by the RATER dimension they reveal.
Place each customer statement in the RATER bucket it reveals most strongly. Reliability Assurance Empathy Responsiveness You said the technician would arrive Tuesday, and nobody came. Every agent gives me a different answer about the warranty. I told you I am traveling tomorrow and the reply ignores that. I have waited four days for a simple status update. The refund email says approved but the account page shows pending. This is the third time the delivery date changed after confirmation. Please stop sending generic instructions that do not match my device. I cannot wait another week before someone even reviews…
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