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  3. Complaining about faulty goods or bad service is never easy. Most people dislike making a fuss. But if something you have bought

Complaining about faulty goods or bad service is never easy. Most people dislike making a fuss. But if something you have bought

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问题     Complaining about faulty goods or bad service is never easy. Most people dislike making a fuss. But if something you have bought is (31) ______ or does not do what was claimed for it, you are not asking (32) a favour to get it put right. It is the shopkeeper’s responsibility (33) take the complaint seriously and to replace or repair a faulty article or put right poor service, because he is the person with(34) ______ you have entered into an agreement. The manufacturer may have a part to play but that comes later.
    Complaints should be made to a responsible (35) ______. Go back to the shop (36)______you bought the goods, taking with you any receipt you may have. Ask to see the owner in a large store. In a small (37) ______the assistant may also be the owner so you can complain directly. In a chain store ask to see the manager. If you telephone, ask the name of the person who handles your enquiry, otherwise you may never find (38) ______ who dealt with the complaint later.
    Even the bravest person finds it (39) ______to stand up in a group of people to complain, so if you do not want to do it in person, write a letter. Stick(40) ______ the facts and keep a copy of what you write. (41) ______ this stage you should give any receipt numbers, but you should not need to give receipts or other papers to prove you bought the article. If you are not satisfied (42) ______the answer you get, or if you do not get a reply, write to the managing director of the firm, shop, or organization. (43) ______ sure to keep copies of your own letters and any you receive.
    If your (44) ______ is a just one, the shopkeeper may offer to replace or repair the faulty article. You may find this an attractive solution. In certain cases you may have the right to refuse the (45) ______ and ask for your money back, but this is only where you have hardly used the goods and have acted at once. Even when you cannot refuse the goods you may be (46) ______ to get some money back as (47) . And if you have suffered some special loss, if for example a new washing machine tears your clothes, you might receive money to replace them. If the shopkeeper offers you a credit note to be used to buy goods in the same shops but you would (48) have money say so. If you accept a credit note remember that later you will not be able to ask for your money. If the shopkeeper refuses to give you money, ask for advice from your Citizens’ Advice Bureau before you accept a credit note. In some (49) ______the shopkeeper does not have to give you your money back—if, for example, he changes an article simply because you don’t like it or it does (50) ______ fit. He does not have to take back the goods in these circumstances.
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