听力原文：M: Harrisons Trading Firm Ltd. How can I help you? F: This is Anita Freeman, the assistant manager at Best Hardware. Is Mr Hunter there? M: Speaking. F: Mr Hunter, the goods we ordered arrived here last week. After reinspection, we found 30 steel rollers were terribly rusty. We have already sent you the photos of them by E-mail. M: Really? I'm so surprised to hear this. Anyway, I regret this incident should happen. Maybe the dampness at sea caused the rust. F: Before unloading, our surveyors went on board and found the holds in perfect conditions. If you look at the photos, it's evident that the rust is due to poor workmanship. I demand a refusal of the full amount for the goods. We are in urgent need of the steel rollers. With so many faulty ones in hand, our project will surely be delayed. M: Don't worry, Ms Freeman, we'll lay our best to mend your loss. I'll call our home office and ask them to dispatch the replacements. You can rest assured that your project won't be delayed. F: OK. It sounds to be a good solution. When could the replacements be expected? M: I think the earliest time would be this Friday. I would also like to have the faulty ones returned for examination. F: That's OK. Mr Hunter, thanks a lot. Bye-bye. M: Bye-bye. &8226;Look at the notes below. &8226;You will hear a woman calling to ask for a claim. Harrison Trading Firm Ltd. Notes Customer: Anita Freeman, (9) ______________ Goods ordered: (10) ______________ Problem: 30 became rusty Cause: due to poor (11) ______________ Action: call home office and ask to send (12) ______________ Time: Friday, 30/Oct/02