6 Complete the letter by writing one word in each gap. The Manager, Stein’s Camping Accessories

Dear Sir/Madam,

I am writing to express my dissatisfaction (0) with the service I received at your shop on Saturday 24 November when I came in with a rucksack which I had purchased

(1) you in March.

I have had (2) many bad experiences with cheap rucksacks, that I decided to buy an expensive one with a guarantee. So in March, I spent £25

(3) a rucksack, which (4) with a three-year guarantee. However, the zip of the rucksack has regularly jammed; in fact, (5) time you do it up you have to take great (6) not to get the surrounding material stuck in the zip. Recently it became so completely stuck that I

(7) patience with it and tore the zip open. The rucksack is now unuseable, but my point is that there is a basic design fault to it.

I pointed all (8) out to the sales assistant, and produced the receipt and guarantee. The assistant said that it was dirty, and that a replacement

(9) not be issued. I explained that it was dirty because I use it every day to cycle in to work, and that on rainy days it gets splashed. But

(10) it is dirty or not has nothing to (11) with my complaint, which was about the defective zip. Finally, the assistant said I should contact the manufacturers, and gave me their name and address. However,

(12) consulted my local Citizens Advice Bureau, I find this

(13) be wrong. It is the responsibility of the shop (14) the purchase was made to refund money (15) supply a replacement for faulty goods.

Yours faithfully

Brian Laws

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