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When a consumer finds that an item she or he bought is faulty or in some other way does not (1)the manufacturer’s claim for it, the first step is to(2)the warranty (保单), or any other records which might help, at the store of purchase. In most cases, this action will(3)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(4), the faster he or she can expect it to be settled. In such a case, it is usually settled in the consumer’s(5), assuming he or she has a just claim.Consumers should complain(6)whenever possible, but if they cannot get to the place of purchase, it is(7)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(8)what is wrong with the item(9). If this cannot be done, the consumer will succeed best by presenting specific information(10)what is wrong, rather than by making(11) 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(12)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(13)result, the consumer can go a step(14). She or he can(15)to take the seller to court or report the seller to a private or public organization responsible for protecting consumers’ rights.

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