填空题 Complaining about faulty goods or bad service is never easy. But if something you have bought is 1 or doesn"t do what was claimed for it, you are not asking for a favor to get it put right. Complaints should be made to a 2 person. Go back to the shop where you bought the goods, taking with you any receipt you may have. In a small store the assistant may also be the owner so you can complain direct. In a chain store ask to the manager. If you telephone, ask the name of the person who 3 your enquiry, otherwise you may never find out who dealt with the complaint later.
Even the 4 person finds it difficult to stand up in a group of people to
complain, so if you do not want to do it in person, write a letter. 5 to the facts and keep a copy of what you write. At this stage you should give any receipt numbers, but you should not need to give receipts or other papers to 6 you bought the article. If you are not satisfied with the answer you get, or if you do not get a 7 , write to the managing director of the firm, shop, or organization. Be sure to keep copies of your own letters and any you receive.
If your complaint is a just one, the shopkeeper may 8 to replace or repair the faulty article. You may find this an attractive 9 . In certain cases, you may have the right to 10 the goods 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 can"t refuse the goods, you may be able to get some money back as well.

A. faulty B. reply C. handles D. offer
E. ask for F. insist G. afraid H. refuse
I. responsible J. prove K. stick L. bravest
M. solution N. provide O. accept