[originaltext]W: Hello, sir. What can I do for you?M: Hi, I bought this casset

W: Hello, sir. What can I do for you?
M: Hi, I bought this cassette player here about six months ago. And it just ruined four of my favorite cassettes last week.
W: Oh dear, I’m sorry.
M: (19)So I want you to fix it. I’m sure there’s no problem, right?
W: Your sales slip, please?
M: Yeah, here it is.
W: I’m sorry, sir.(20)Your guarantee is over.
M: Well, it ran out ten days ago, but I’m sure that you’ll fix the machine for free, because the machine was obviously defective when I bought it.
W: Please, I’m sorry, sir. Your guarantee has run out. There’s nothing I can do.
M: No. Look, I didn’t drop it off a building or anything. I mean, what difference can ten days make?
W: Sir, I’m sorry. It’s too late.
M: It actually ate the tapes. I mean, all the tapes were destroyed.
W: Well, sir, you should have brought it in before your guarantee ran out.(21)It was guaranteed for six months. I’m sorry, there’s nothing I can do.
M: Paying for this is adding insult to the injury. I mean, surely you’re going to make good on this cassette player. It’s a good cassette player, but it’s just defective. I mean, I can’t pay for this.
W: Well, sir, I’m sorry, you should have brought it in earlier.
M: But surely you won’t hold me to ten days on this.
W: (22)Sir, the rules are the rules. I’m sorry, but there’s nothing I can do.
19. Why does the man come to the shop?
20. Why does the woman refuse to repair the cassette player for free?
21. What can be inferred from the conversation?
22. Which of the following can be used to describe the woman?