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  3. When a consumer finds that an item she or he bought is faulty or does not li

When a consumer finds that an item she or he bought is faulty or does not li

游客2023-08-03  101
问题     When a consumer finds that an item she or he bought is faulty or does not live up to the manufacturer’s 【B1】______ for it, the first step is to present the guarantee at the store of purchase. In most cases, this action will 【B2】______ 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 【B3】______, the faster he or she can expect it to be settled. In such a case, it is usually settled in the consumer’s favor, 【B4】______ he or she has a just claim.
    Consumers should complain in 【B5】______ whenever possible, but if they cannot get to the place of purchase, it is 【B6】______ to phone or write the complaint in a letter.
    Complaining is usually most effective when it is done politely but 【B7】 , and especially when the consumer can demonstrate what is wrong with the item in 【B8】______. If this cannot be done,    【B9】____________.
    The store manager may advise the consumer to write to the manufacturer. If so, 【B10】____________. But if a polite complaint does not achieve the desired result, the consumer can go a step further. 【B11】____________.
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