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, 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 purchase, it is acceptable to phone or write the complaint in a letter.
Complaining is usually more 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.
1. When a consumer finds that his purchase has a fault in it, the first thing he should do is to .
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
2. If a consumer wants a quick settlement of his problem, it’s better to complain to .
A) a shop assistant C) the manufacturer
B) the store manager D) a public organization
3. The most effective complaint can be made by .
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
4. The phrase "live up to" (Para. 1, Line 2) in the context means .
A) meet the standard of C) fulfill the demands of
B) realize the purpose of D) keep the promise of
5. The passage tells us .
A) how to settle a consumer’s complaint about a faulty item
B) how to make an effective complaint about a faulty item
C) how to avoid buying a faulty item
D) how to deal with complaints from customers
参考答案：Passage 14. D B B A D
当消费者发现他（她）购买的某件商品是劣质商品或者在其他方面没有达到制造商所声称的标准时，他（她）首先要去购物商店并出示保单或其他有用的购物记录。一般情况下，这一行动会解决问题。但是如果这样做不能达到效果，消费者可以通过各种各样的方式使问题得到满意的解决。
许多消费者使用的简单而又实用的方式就是直接向商店经理投诉。一般来说，消费者投诉对象级别越高，其问题就有望越快地解决。这样的情况下，如果投诉公正，问题都会得以解决并对消费者有利。
只要可能，消费者就应当亲自投诉，但是，如果消费者（本人）不能到达购物场所，电话或书信投诉当然也可以接受。
礼貌而又坚定的投诉通常是最为有效的，如果消费者能描述问题商品出现的问题，投诉效果更佳。如果这样做还不能得到解决，消费者则要明确说出商品有什么问题而不是笼统说商品有问题，这样做的话，消费者会大获成功。比如：说“左喇叭根本没有声音，有喇叭出来的声音不清晰”就比说“这台立体声音响不能用”更有效果。
商店经理可能会建议消费者给制造商写信，如果这样，消费者最好照办，（在信中）尽可能礼貌而又坚定的陈述不满。但是，要是礼貌的投诉不能得到任何想要得到的结果，消费者可以采取进一步的行动。他（她）可以威胁说要把销售商告上法庭或者说把销售商报告给负责保护消费者权益的机构。
