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

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

admin2007-10-09  72
问题     When a consumer finds that an item she or he bought is faulty or in some way does not live up to the manufacturer’s claim for it, 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" 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 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 show what is wrong with the item he has bought. 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 pubic organization responsible for protecting consumers’ rights.
选项 A、complain personally to the manager
B、threaten to take the matter to court
C、write a firm letter of complaint to the store of purchase
D、show their written proof of the purchase to the store
答案D
解析 细节题。文章第一段第一句“the first step is to present the warranty，or any other records which might help at the store of purchase”陈述了首要的一步是出示收据，或其他能够起到帮助作用的购买记录。故D符合题意。
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