2. 外语
  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 claim

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 claim

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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 claim for it, the first step is to present the warranty (担保,保单)， 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" the consumer takes 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 consumer’s favour, 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 as firmly as possible. But if a polite complaint does not achieve the desired result, the consumer can go a step further. She or he can threaten to take the seller to court or report the seller to a private or public organization responsible for protecting consumers’ rights.
The passage tells us______.
选项 A、how to deal with complaints from customers
B、how to avoid a faulty item
C、how to make an effective complaint about a faulty item
D、how to settle a consumer’s complaint about a faulty item
答案C
解析 本题是一道中心思想类问题。本题问这篇文章告诉了我们什么。通读全文内容，我们不难总结出文章的大意。因此，本题的正确答案应是C“怎样对购买的不满意商品提出有效的投诉和索赔”。
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