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 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 be manufacturer . If so , the consumer should do this , stating the complaint as politely and firmly as possible . If a polite complaint does not achieve the desired result , the consumer can go to 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 consumer’s rights .

　　21．When people find that their purchase is unsatisfying , the first thing they should do is to __________ .

　　A. complain personally to the manager

　　B. threaten to take the seller 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

　　22．How can a consumer make his or her complaint more effective , according to the passage ?

　　A. Make polite and general statements about the problem .

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