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(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(立体声音响)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.
When a consumer finds that his purchase has a fault in it, the first thing he should do is to______.
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 some written proof of the purchase to the store
答案D
解析 细节题。根据文章第一段第一句可知，当消费者发现他(她)所买的商品有毛病或在某种程度上与制造商描述的不一致时，第一步就是将保单或其他有助于解决问题的记录给商家看，所以选项D(向这家商店出示书面证明)与原文相符。根据第一段第三句和第四句可知，选项A(当面向经理申诉)是在第一步中问题得不到解决时才使用。根据第四段最后两句可知，选项B(威胁将此事告上法庭)是在经理未能解决问题，写信给厂家也未能解决问题时才使用的方法。根据第三段第一句可知，选项C(给商店写一封态度强硬的投诉信)也是在第一步中问题得不到解决时才使用的。故本题选D。
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