Message Strategies: Refusing Claims and Requests for Adjustment [LO-5] Your comp
ID: 2440309 • Letter: M
Question
Message Strategies: Refusing Claims and Requests for Adjustment [LO-5] Your company markets a line of rugged smartphone cases designed to protect the sensitive devices from drops, spills, and other common accidents. Your guarantee states that you will reimburse customers for the cost of a new phone if the case fails to protect it from any of the following: (a) a drop of no more than 6 feet onto any surface; (b) spills of any beverage or common household chemical; (c) being crushed by any object of up to 100 pounds; or (d) being chewed on by dogs, cats, or other common household pets.
Jack Simmons, a rancher from Wyoming, emailed your customer support staff, requesting a reimbursement after he dropped his iPhone in his hog barn and a 900-pound boar crushed it in a single bite.
Your task: Write an email response to the customer, denying his request for a new phone.
Explanation / Answer
Answer:
Dear Jack Simmons,
We have received your email regarding reimbursement for your damaged iPhone and we would like to inform you that company cannot give you reimbursement due to the following reason.
Your phone was damaged by a 900-pound boar which does not come under the reimbursement policy of the company. As per the company rules cost of phone will be paid only if the iPhone being crushed by any object of up to 100 pounds; or being chewed on by dogs, cats, or other common household pets and boar is not a household pet. We would like you to see all the terms and conditions properly.
Regards
Smartphone case designer