Passage Three
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 (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 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
A. showing the faulty item to the manufacturer
B. explaining exactly what is wrong with the item
C. saying firmly that the item is of poor quality
D. asking politely to change the item
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
A. saying firmly that the item is of poor quality
B. showing the faulty item to the manufacturer
C. asking politely to change the item
D. explaining exactly what is wrong with the item
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