Complaining about faulty goods or bad service are never easy. 【M1】______ Most people dislike making a fuss. But if something you have bought is faulty or does not do that was claimed for it, you are 【M2】 ______ not asking a favor to get it put right. It is the shopkeeper's responsibility to take the complaint seriously and to replace or repair a faulty article or put right poor service, because he is the person with whom you entered into an agreement. 【M3】 ______ Complaints should be made to a responsible person. Go back to the shop where you bought the goods, taking with you any bill you may have. In a small store the assistant may also be the 【M4】 ______ owner since you can complain directly. In a chain store, ask to 【M5】 ______ see the manager. If you telephone, ask the name of the person who handles your inquiry, otherwise you may never find out who deals with the complaint late. 【M6】 ______ Even the bravest person finds difficult to stand up in a group 【M7】 ______ of people to complain, so if you do not want to do it by person, write a letter. Stick to the facts and keep a copy of what you 【M8】 ______ write. At this stage you should give any receipt numbers but you should not need giving receipts or other papers to prove you 【M9】 ______ bought the article. If you are not satisfied with the answer you get, or if you do not get a reply, write to the managing director of the firm, shop, or organization. Being sure to keep copies of 【M10】 ______ your own letters and any you receive. 【M1】