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I have no experience filing a claim but if you're planning on doing so, I recommend you take time to read some of the decisions from the MVSABC on their website. They treat these claims very much like a court case. There is testimony, evidence provided, and an adjudicator makes a ruling based on if any specific sections in the relevant Acts have been broken. If you're planning on making a claim, take the time to educate yourself on the appropriate consumer protection laws and make sure you present your evidence accordingly. I'd even consider hiring a lawyer to assist with building your case and evidence.
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