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Assignment 2.1 Bad News Letter

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Submitted By imjames
Words 367
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ACME
Super Duper Stereo Systems * 123 First Street * Phoenix, AZ 85040 * 520-777-1212

November 3, 2013

John Smith
123 Main Street
New York, NY 10001-0000

Dear Mr. Smith:

Refund Request of October 29, 2013

First let me begin by expressing our appreciation for your loyal business over the past 3 years. It is a pleasure to serve you.

I have personally looked into the situation surrounding your request for refund. I found that you purchased the ACME Super Duper Stereo System from our company on October 25, 2010 for the amount of $1,000.00. I further reviewed with our warranty department head the guidelines of refund or replacement. I found that at the time of purchase, each stereo system that we sold automatically came with a 14 day money back guarantee as well as a 2 year warrantee.

Because our company understands the importance of protecting your investment, we offered extended warrantee coverage to you both at the time of purchase and 10 days before the manufacturer warrantee expired. Both of these offers were declined.

I regret that we are unable to offer a refund or free replacement at this time. The reasons for this are as follows: * The stereo is currently over 1 year past the warranty expiration date. * Extended warranty has not been purchased for the unit. * The manufacturer no longer makes your model of stereo system.

Because of the situation, and our desire to continue our relationship with you, I have been authorized to offer the following to help alleviate the situation: * If you purchase a replacement unit from our company within the next 30 days, we will give you an additional 20% discount. * You can exchange your current unit for a manufacturer refurbished unit for $599.99, which is almost half the price of a new unit. * On either of the options above, we will be able to add extended warranty for only $39.00 per year to ensure that you never experience this situation again.

I look forward to personally helping you resolve this issue. Enclosed you will find a card with my direct number. Please call at your earliest convenience.

Sincerely,

John Smith
Consumer Relations

Enclosure: Business Card

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