Letter Assignment
You are the director of consumer affairs at a large electronics company, Gannon Electronics. Your company is based in Little Rock, AR. Your address is 3930 McCain Blvd, Little Rock, AR 72117. You’ve just received a customer request for a speaker replacement. According to the customer, his top-of-the-line Gannon surround sound speakers are badly distorting bass sounds, and he states that the store from which he bought the speakers refuses to replace them despite the three-year warranty.
You send a technician to check his speakers and discover that the speakers were tampered with after installation. Two lead wires were respliced, and one of the booster magnets is missing. Additionally, insulation was removed from one of the speaker cabinets, indicating that the speaker cabinets have been opened. Your company’s warranty states that if speakers are subjected to tampering in any way or any the cabinet is opened at any time, the warranty is void.
Send a letter to the customer, explaining that you cannot replace or repair the speakers for free. However, in order to address his complaint in some way, you want to offer a 30% discount on repairs at one of your stores.
Write this letter, explaining why you cannot honor the warranty and your alternative solution to Brian Maxwell. His address is 691 Concord Street, Dallas, TX 75243.
As you compose your letter, make sure to review information from Ch. 15. Review the checklist for Conveying Bad News on pg. 351 as well as the sample Bad News Letter on pg. 353. Use the correct letter format as outlined in the chapter.
