Roza bought a bookcase from a furniture store two days ago. As she was trying to assemble the bookcase, two of the pieces broke off at the corners when being screwed together. Roza developed the following email to make a claim and request an adjustment from the company.
From:
roza.white@mail.comTo:
feedback@kian.comSub: Request for product replacement
Dear Customer Service Representative,
I am terribly disappointed at the quality of the product I bought at Kian Furniture. I was shocked when some of the pieces just broke off into my hands during assembly.
Two of the pieces of the bookcase (model no. DA236698) I bought from your store in Orillia, ON) on 6 June, 2012, broke off at the corners when I was trying to screw them together to assemble the furniture. I was using the tools that were enclosed with the product and was following the assembly directions closely. I have attached a scanned copy of the bill for the purchase.
I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily. You can reach me on my cell phone at (516) 123-4567. I look forward to hearing from you by the weekend.
Sincerely,
Roza White
This message is likely to be ineffective because it fails to ________.
A. accurately convey the writer’s anger and frustration
B. warn the reader of the consequences of non-compliance
C. include a neutral buffer statement in the opening
D. use a professional tone
Quick Reply
