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When a consumer finds that an item she or he bought is faulty or does not live up to the manufacturer’s (26) ______for it, the first step is to present the guarantee at the store of purchase. In most cases, this action will (27) ______results. However, if it does not, there are various means the consumer may use to gain satisfaction. A simple and common method used by many consumers is to complain directly to the store manager. In general, the “higher up” the consumer takes his or her (28) ______, the faster he or she can expect it to be settled. In such a case, it is usually settled in the consumer’s favor, (29) ______ he or she has a just claim.
Consumers should complain in (30) ______ whenever possible, but if they cannot get to the place of purchase, it is (31) ______ to phone or write the complaint in a letter.
Complaining is usually most effective when it is done politely but (32) ______, and especially when the consumer can demonstrate what is wrong with the item in (33)_________. If this cannot be done, (34)______________________________________..The store manager may advise the consumer to write to the manufacturer. If so, (35) _______________________________________. But if a polite complaint does not achieve the desired result, the consumer can go a step further. (36)_________________________________________________.
