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

admin2019-05-15  61
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.
If a consumer wants a quick settlement of his problem, it’ s better to complain to______.
选项 A、a shop assistant
B、the store manager
C、the manufacturer
D、a public organization
答案B
解析 细节题。根据第一段第四句和第五句可知，一个简单而又常用的办法是直接向商店经理投诉，投诉的对象级别越高，解决速度越快，所以选项B(商店经理)符合题意。选项A(店员)、选项C(制造商)和选项D(公共组织)均不符合文意，故本题选B。
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