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 (担保,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 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、show some written proof of the purchase to the store
B、write a firm letter of complaint to the store of purchase
C、threaten to take the matter to court
D、complain personally to the manager
答案A
解析 本题是一道具体细节题。问当顾客发现自己所买的商品有问题时，他首先应该做什么。文章第一段指出，当一位顾客发现她或他所购买的商品是假的，或在某些方面达不到厂家所标榜的质量时，首先应向出售商店提交质保单或其他有关单据，这也许有助于问题的解决。在大多数情况下，这样做会有个结果。如若不然，还可以利用种种其他方式使自己满意。因此，本题的正确答案应是A“向商店出示购买商品的书面单据”。
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