Discussed negative messages and how they are meant to deliver bad news to an aud
ID: 332895 • Letter: D
Question
Discussed negative messages and how they are meant to deliver bad news to an audience. Business often send such letters to customers or clients to refuse or deny a request. This task often proves to be especially challenging when the refusal is because the customer was at fault. For this assignment, analyze the letter below, to a customer trying to make a warranty claim for damage to her cellphone which she caused, and follow the instructions.
What is your initial response to the the way the employee wrote the letter to the customer?
What are at least six weaknesses you identify in the letter, based on concepts learned in the lesson, and how can each of the six weaknesses specifically be improved?
If you were the customer who received this letter, how would you specifically respond to this employee and why?
After your initial post, respond to at least one of your classmates.
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7/7/12
Ms. Dianna Heathecliff
987 Ocean Avenue, Apartment 17
San Diego, California 91945
Dear Ms. Heathecliff,
This letter is being sent to you to inform you that warranty repairs or replacements are not available for damage caused by customer fault. The dot inside your phone indicates in bright red that the device suffered prolonged exposure to water. The phone also shows signs of heavy external abuse—quite rightly excluded from coverage under your protection plan.
Your phone retailer, VTech Wireless, at 541 Pleasant Valley Road, forwarded your device to us. Our service technician made an inspection. That's when he discovered that your Zero Plus cellphone had not been treated with proper caution and care. He said he had never seen such a gunky phone interior, and that without a doubt the gadget was subjected to blunt force on top of that! You are lucky that the touch screen did not crack or break and that you didn't lose all your data irretrievably since you apparently didn't bother to arrange for a backup. Today's smartphones are sophisticated high-tech devices. They must be handled with utmost respect. You wouldn't believe how many users accidentally drop their phones into the toilet.
The Peace of Mind Plan that you have purchased gets rave reviews from users. They love the protection their expensive equipment enjoys at a low monthly cost of $9.99. However, this plan plus the manufacturer's warranty on your Zero Plus covers only this one thing: manufacturing defects. Your warranty has expired by now, but it wouldn't cover neglect and abuse anyway. Your Peace of Mind Plan is in effect but only covers you for theft, loss, and malfunction. It explicitly excludes liquid and physical damage. In any case, there is always a deductible of $99. We can't replace the Zero Plus at no charge, as you request. But we could sell you a remanufactured model, at a cost of $149 plus tax. Your other option is to purchase a new device at full retail cost. Furthermore, since you have a two-year contract, you will be eligible for an upgrade as you are nearing month 20. You could go to www.vtechwireless.com to browse new calling plans and see current smartphones and perhaps order a product or service online.
Let us know what you want to do. We pride ourselves on our unparalleled customer service.
Sincerely,
Explanation / Answer
3)If I would have been the customer then I would have responded with the better options available with me to solve this problem for his kind information.