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  3. When a consumer finds that an item she or he bought is faulty or in some other way does not live up to the manufacturer’s claims

When a consumer finds that an item she or he bought is faulty or in some other way does not live up to the manufacturer’s claims

admin2016-03-05  41
问题     When a consumer finds that an item she or he bought is faulty or in some other way does not live up to the manufacturer’s claims, the first step is to present the warranty, or any other records which might help, at the store of purchase. In most cases, this action will produce results. However, if it does not, there are various means the consumer may use to gain satisfaction. A simple and common method used by many consumers is to complain directly to the store manager. In general, the "higher up" his or her complaint, the faster he or she can expect it to be settled. In such a case, it is usually settled in the consumers’ favor, assuming he or she has a just claim.
    Consumers should complain in person whenever possible, but if they cannot get to the place of purchase, it is acceptable to phone or write the complaint in a letter.
    Complaining is usually most effective when it is done politely but firmly, and especially when the consumer can demonstrate what is wrong with the item in question. If this cannot be done, the consumer will succeed best by presenting specific information as to what is wrong, rather than by making general statements. For example, "The left speaker does not work at all and the sound coming out of the right one is unclear" is better than "This stereo does not work". The store manager may advise the consumer to write to the manufacturer. If so, the consumer should do this, stating the complaint as politely and firmly as possible. If a polite complaint does not achieve the desired result, the consumer can go a step further. The last alternative is to threaten to take the seller to court or report the seller to a private or public organization responsible for protecting consumers’ rights.
When a consumer finds that an item she or he bought is faulty, the first thing he or she should do is to
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答案show some written proof of the purchase to the store．
解析 当顾客发现自己所购买的商品有问题时，他所做的第一件事就是出示在商场购物的凭据。文章第一段指明，顾客购买了有瑕疵的商品后，首先应出示在某商场购买某商品的相关记录或证明。
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