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  3. When a consumer finds that an item he bought is faulty or does not live up to the manufacturer’s claim for it, the first step is

When a consumer finds that an item he bought is faulty or does not live up to the manufacturer’s claim for it, the first step is

admin2009-08-21  64
问题     When a consumer finds that an item he bought is faulty or does not live up to the manufacturer’s claim for it, the first step is to present the warranty(保单), or any other helpful records at the store of purchase. If this action does not work, there are various means that may be used to gain satisfaction.
    A simple and common method is to complain directly to the store manager. Generally, the "higher up" the consumer takes his complaint, the faster he can expect it to be settled In such a ease, it is usually settled in the consumer’s favor, if he has a just claim.
    Complaining is usually most effective when it is done politely but firmly, and especial ly when the consumer can demonstrate what is wrong with the item. If this cannot be done, he will succeed best by presenting specific information as to what is wrong, rather than by making general statements.
    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 I a polite complaint does not achieve the desired result, the consumer can go a step further. He can threaten to take the seller to court or report the seller to a private or public organization responsible for protecting the consumers’ rights.
选项 A、threaten to take the matter to court
B、show some written proof of the purchase to the store
C、complain personally to the manager
D、write a firm letter of complaint to the store of purchase
答案B
解析 细节题。由第一段可知，顾客一旦发现所购商品有问题，首先应向商店出示保单或其他有用的证明。
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