2009年新人教版高二英語上閱讀理解題11

　　11

　　When a consumer(消費者) finds that something he or she bought is faulty or in some other way does not live up to what the producer says for it, the first step is to present the warranty(保單)，or any other records that might help, at the store of buying. In most cases, this action 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(投訴) directly to the store manager. In general, the "higher up" the consumer takes him 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, taking it as true that he or she has a just right.

　　Consumer should complain in person whenever possible , but if they can not get to the place of buying, 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 show clearly what is wrong with what was bought in question. If this can not 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 sand coming out of the right one is unclear" is better than "This stereo(立體音響)-does not work."

　　The store manager may advise the consumer to write to the producer, 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 expected result, the consumer can go a step further. He or she can threaten(恐嚇) to take the seller to court or report the seller to a public organization responsible for protecting　

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