1. Read the following problem scenario:
You probably have to say no to Seri Paulding’s request for a refund. According to the handwritten note she included with the kitchen blender that she just mailed back to you, she purchased the item almost three months ago. She then stored it and kept it until her husband’s birthday last week. When he opened his present and tried the blender, it made a weird sound and electrical smell. So, Ms. Paulding has sent the blender back and is asking for a refund to her credit card.
The problem is that Seri has waited too late to make this return. As the packing slip said, any defective products need to be returned within 60 days of purchase in order to qualify for a refund.
2. Assume you are the store manager from the company Home Appliances Inc. who just received Ms. Paulding’s request for a refund. Write a one-page letter (approximately 300 words) to Ms. Paulding on behalf of the company to give her the bad news. See if you can figure out how to keep her goodwill and her future business.
Note: Like most messages that refuse to make a requested adjustment, this one needs both to say “no” and to somehow re-sell the reader on the value of the company’s products or services. More specifically, the purpose of the message is to courteously but clearly refuse Ms. Paulding’s request for a refund while also maintaining her goodwill. Finally, keep in mind that a refusal or other bad-news situation requires tactful handling. Therefore, I strongly encourage you to incorporate some of the ideas and strategies outlined in the textbook. Also, grammar will be worth 15% of your grade, so please be sure to carefully proof your work before submission.
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