Question.2912 - Assignment 2.2: Bad News Message - Revised Version Write a bad news letter to a customer who has requested an exemption to a company’s policy. Possible requests that would be subjects of bad news letters include: A request for a refund or replacement of a $1,000 piece of equipment that broke after three years, one year past the warranty date. A request for a refund or voucher for a ruined two-week vacation (due to bad weather: rain or snow) at an expensive resort. A request to change a company’s no pets indoors policy to a pet-friendly policy to allow customers to bring pets inside the restaurant and allow them to sit at tables with their owners. A request to change a company’s pet-friendly policy to a no pet policy to prohibit customers from bringing their into the restaurant’s eating areas—inside or outside. Other: Write a bad news message based on based on another scenario. The message should take the “form” of a letter; however, you will submit your assignment to the online course shell. Follow proper format. o Include “to” and “from” addresses and the date o Include appropriate greeting and salutation o Use bullets as needed to emphasize key points Show appreciation and concern for the customer from the beginning (possibly with a brief buffer) and throughout the letter. Avoid being overly apologetic or complimentary. Provide the turndown early in the letter. Make the turndown clear by providing two (2) to three (3) key reasons for the turndown. Provide an alternative and a positive expectation of a future with the customer. Your assignment must: Be typed, single spaced, using Times New Roman font (size 12). Check with your professor for any additional instructions. Submitting your assignment: Submit your assignment through the online course shell. You do not need to email your assignment to your instructor. The specific course learning outcomes associated with this assignment are: Use writing process strategies to develop brief business documents, such as routine messages, bad news messages, and persuasive/sales messages. Organize ideas logically by using transitional words, phrases, and sentences. Support ideas or claims in body paragraphs with clear details, examples, and explanations. Use sentence variety and effective word choice in written communication. Write clearly and concisely using proper writing mechanics.
Answer Below:
Mobile Market 5, Spring Street New York August 5 th , 2013 Mr. Samuel Dorthy 175 Broad Street New York Dear Mr. Dorthy, Warm greetings from your own neighborhood store Mobile Market! In reference to you letter dated August 1 st , 2013 requesting for replacement of mobile phone, we would like to inform you that as per our policy and terms of conditions for sale we would not be able to provide you any replacement of the product. You had informed us that your mobile phone had stopped functioning due to screen breakage, lack of use of keypad and other issues during your visit to our store on July 29 th , 2013. Subsequently, you have written the abovementioned letter on August 1 st . However, we regret to inform our inability to process your request for product replacement. Being a valued customer of our store you would appreciate our decision on the following counts: ? As per the sale agreement, the maximum period for replacement was two years. You had bought the mobile from our store on June 24 th , 2010. The warranty period elapsed on June 23 rd , 2012. So, your product was not under warranty when the damage occurred in July, 2013. ? It has been brought to our notice that the damage to your mobile phone has occurred due to breakage caused by fall or accident which is not covered under the standard warranty protection. So, your request for replacement could not have been processed even if the warranty period had not elapsed. ? The manufacturer of the mobile phone has informed us their inability to provide any replacement of the product as the time period of the warranty has elapsed and as per the company’s policies product replacement can be carried out only at an extra cost of $300. We would not be able to provide you free replacement of the product on account of the above mentioned reasons. However, you can take benefit of our store’s on-going sale schemes wherein you can exchange your old mobile phones for upgradation to new phones available in our store. Please log-in to our site www.mobilemarketstore.com to get a feel of latest phones available in our store, exchange your old one and upgrade to a better and new product. You may get in touch with the undersigned for any queries regarding the products available. Yours Sincerely, Jimmy Scales, Marketing ManagerMore Articles From English
.ico)
.ico)
.ico)
.ico)
