A Defective Product

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The product was launched two years ago. Shortly after that, complaints were received about its … and …. Because of market feedback, it was … so that any faults could be investigated. At the same time, it was withdrawn from sale. After extensive tests, a fault was … by engineers. As a result, they were able to correct the fault and the product was …. It as then … under controlled conditions. Finally, the redesigned product was … in the market. Unfortunately, it … due to lack of consumer confidence caused by bad publicity.

Exercise 6. Study some more words and word groups concerning quality control and customer service. Match them with their Russian equivalents.

1. after sales care	a) дефект, недостаток
2. consumer satisfaction	b) мониторинг; контроль, наблюдение
3. faults	c) текущий контроль, текущая проверка
4. monitoring	d) послепродажное обслуживание
5. routine checks	e) изъян, дефект, недостаток
6. flaws	f) гарантия
7. warranty	g) минимальный стандарт
8. minimum standard	h) удовлетворенность потребителей

Exercise 7. Match the words and word groups from ex. 6 to the correct headings.

Problems, Quality Control, Customer Service

Exercise 8. Before reading the text write your definition of quality.

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