English Assignment
Project: Claim Denial
Negative Business Email
You are theCustomer Service Manager at FOTOX and you have received a letter and a returned camera from Brian P. Coyle.Coyle, a 27-year-old Orlando resident, wantsFOTOX to foot the bill for a repeat round-the-world trip because his Kamtrix camera malfunctioned! As soon as yousaw the letter and the returned camera, you knew what was wrong. Of the 2 million Kamtrix cameras made by FOTOX, 20,000 had malfunctioned because a supplier had squirted too much oil in the shutter mechanism.
The whole batch of cameras had been recalled. In fact, FOTOX spent almost $1 million to remove these cameras from store shelves. FOTOX also contacted all customers who could be reached. In addition to the giant recall, the company quickly redesigned the cameras so that they would work even if they had excess oil. Somehow, Coyle was not notified of the recall. When you checked the warranty files, you learned that this customer had not returned his warranty. Had the customer done so, he would have been notified in Janurary 2018, well before his trip.
Although you are sorry for the mishap, you think that a request for $20,000 to replace "lost memories" is preposterous. FOTOX has never assumed any responsibility beyond replacing a camera. This customer, however, seems to have suffered more than a routine loss of photographs. Therefore, you decide to sweeten the deal by replacing the damaged camera and also throwing in a free FOTOX digital camera (worth $300) as well as a free 16GB memory card (worth $80).
As the Customer Service Manager atFOTOX,you are required to write an email that politely refuses the demand for $20,000 to finance another trip but retains the customer's goodwill. Explain FOTOX's position and tell the customer whatFOTOX will do. This tactful, well-organized, and clear refusal email should be addressed to: [email protected]
IMPORTANT NOTES:
1. Review Ch. 9 of your textbook before starting this project and complete related MindTaphomework.
2. Remember to consider your audience and the advice in Ch. 9 as you decide how to approach this email.
3. The first draftof each student's email is due on Friday, April 27th. NOTE: Everyone will write his or her own first draft. The SECOND draft will be a TEAM document. Students who do not write a first draft of the emailand/or who do not participate in the writing of a 2nd draft cannot receive the team grade for this assignment.
4. The SECOND DRAFT (ONEfrom each team) must be uploaded to Canvas before class on Friday May 4th.
5. For correct formatting of a business email, refer to Appendix A, Figure A1 of your textbook. Use single spacing, with double spacing between paragraphs. You may use bullets if necessary.
6. While you may use selected words & brief phrases from the handout (above), please use your own wordsin general and do not copy complete sentences.