Refusing requests for Claims and Adjustments-Assignment 4

Team Members: Arihant Mehta Chetan Sabadra Dheeraj Pandey Jimmy Mehta Diwakar Mandal Nishant Pilania

ESSEX ELECTRONICS
JANUARY 7, 2007 Mr. Satoshi Kim Kim Consulting, Inc. 305 West Military Ave., #3 Fremont, NE 68025

Dear Mr. Kim, I am responding to your letter of about six weeks ago asking for an adjustment on your wireless hub, model WM39Z. We test all our products before they leave the factory; therefore, it could not have been our fault that your hub didn t work. (Uses direct rather than indirect plan, has a negative tone) If you or someone in your office dropped the unit, it might have caused the damage. Or the damage could have been caused by the shipper if he dropped it. If so, you should file a claim with the shipper. At any rate, it wasn t our fault. The parts are already covered by warranty. However, we will provide labor for the repairs for $50, which is less than our cost, since you are a valued customer. ( Pointing on the other person s mistake, rather than understanding the actual issue. Buries the positive statement, demeaning the importance of being a valued customer) We will have a booth at the upcoming trade show there and hope to see you or someone from your office. We have many new models of office machines that we re sure you ll want to see. I ve enclosed our latest catalog. Hope to see you there.( Taking the customer for granted, omits the good-will close ) Sincerely,

ESSEX ELECTRONICS 1711 Chicago Street, Omaha, Nebraska 68101 (800) 644-8333 / (402) 592-3388 / Fax: (402) 592-3388 / www.essexel.com JANUARY 7, 2007 Mr. Satoshi Kim Kim Consulting, Inc. 305 West Military Ave., #3 Fremont, NE 68025

Dear Mr. Kim Greetings for your purchase of wireless hub, model WM39Z from our company. You can be assured that you will receive the best services possible from us. (Good opening buffer build goodwill; is neutral) We believe in delivering high quality to our customers and all our products are tested before dispatch. Our experience in customer complaints suggests that the possible reason for damage could be the dropping of the product during the shipment or post delivery. We value you as a customer and will provide labor for the repairs for $50 (less than cost) though the parts are already covered by warranty. (Explanation is logical; Positive comments, Shows benefit to customers) We would like to bring to your notice about our booth at the upcoming trade show. We have many new models of office machines that we re sure you ll want to see. For your reference, I ve enclosed our latest catalog. Hope to see you there. (Friendly, off-the subject close) Sincerely,