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 questions. 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.
31. 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 or purchase
(D) show some written proof of the purchase to the store
32. 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
33. 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 of poor quality
(D) asking politely to change the item
