A、The modem was broken. B、The computer couldn’t start properly. C、The Internet connection didnt work. D、The instruction book was

W: Good morning. I purchased a computer from your company last month. Unfortunately, I’m not satisfied with my new computer. I’m having a lot of problems.
M: What seems to be the problem?
W: I’m having problems with my Internet connection.
M: Did you read the instructions that came with the computer?
W: Well, yes. But the troubleshooting section was no help.
M: What happened exactly?
W: Well, the Internet connection didn’t work. I think the modem was broken. I’d like a replacement.
M: How were you using the computer when you tried to connect to the Internet?
W: I was trying to connect to the Internet! What kind of question is that!
M: I understand you’re upset, Madam. I’m just trying to understand the problem. I’m afraid it’s not our policy to replace computers because of misusage.
W: I bought this computer with the software pre-loaded. I haven’t touched anything.
M: We’re sorry that you’ve had a problem with this computer. Could you bring in your computer? I promise you, we’ll check the settings and get back to you immediately.
W: OK, that will work for me.
M: Is there anything else I need to know about this that I haven’t thought to ask?
W: No, I’d just like to be able to use my computer to connect to the Internet.
M: We’ll do our best to get your computer working as soon as possible.
Questions 12 to 15 are based on the conversation you have just heard.
12. What exactly was the problem with the computer according to the woman?
13. What was the woman asking for at first?
14. Why did the man ask the woman how she used the computer?
15. How was the complaint settled finally?