2. 外语
  3. Complaining about faulty goods or bad service is never easy. First of all, complaints must be made to a responsible person. Go b

Complaining about faulty goods or bad service is never easy. First of all, complaints must be made to a responsible person. Go b

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问题     Complaining about faulty goods or bad service is never easy. First of all, complaints must be made to a responsible person. Go back to the shop where you bought the goods, taking with you any receipt you may have and ask to see the owner.
    If you don’t want to do it in person, write a letter. Stick to the facts and keep a copy of what you write. At this stage you should give any receipt numbers, but need not give receipts or other documents to prove you bought the article. If you are dissatisfied with the answer you get, write to the managing director of the firm or shop. Be sure to keep copies of your own letters and any answers you receive.
    If your complaint is a just one, the shopkeeper may offer to replace the faulty article. You may have the right to refuse the goods and ask for a refund, but this is only where you have hardly used the goods and have acted at once. And if you have suffered some special loss, for example, a new washer tears your clothes, you might claim money to replace them. If the shopkeeper offers you a credit note to buy goods in the same shop but you would rather have money back, say so. If you accept a credit note, remember that later you won’t be able to get refunded. In case the shop owner refuses to refund, approach your Citizens’ Advice Bureau before you accept a credit note.  
What can you do if you have suffered some special loss?
You can __________________________to replace it.
选项
答案claim money
解析 根据第三段第三句“And if you have suffered some special loss，for example , a new washer tears your clothes，you might claim money to replace them.”，可知答案。
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