Questions 12 through 16 refer to the followmg letter and form.

The Manager
Audios Etc.
Head Office
London
Dear Sirs,

I recently bought a programmable CD player at the Hartley branch of Audios Etc. Your company was recommended to me by several of my acquaintances.Therefore. although it was the first time I had visited one of your stores, I was sure you were a trustworthy company.

When the CD player was delivered to my house, I found that the player was the wrong color. I asked for black; however. the player that was delivered was red. I telephoned the Hartley branch, and a very friendly clerk arranged for it to be changed. This time the programming function did not work. Again, the store changed it- Yet again there was a problem. There was a big scratch on the paintwork. I had been led to believe that Audios Etc. was a reliable company. This experience has proven the opposite to be true. I would therefore like to formally register my dissatisfaction and demand a refund. Please find enclosed a completed customer complaint form.