Read the following business scenario. Then use what Chapter 6 says about writing adjustment refusals to answer the analytical questions that follow.

You are the customer service manager for Navigate, the country's leading producer of global positioning systems (GPS) and other navigation devices. Ms. Camille Franzen wrote to you requesting that you replace her Mountaineer 500 (M500)-a hand-held device used by hikers, hunters, and geocachers-with a new one. She enclosed the broken M500 with her letter to you.

She explained that as she was biking on a trail she dropped her Mountaineer 500 and then biked over it because she could not stop in time. Your service technicians have confirmed that it is beyond repair.

Because her M500 is still under warranty with Navigate, she wants you to replace the device. Unfortunately, Camille has the basic warranty, which does not cover damage that results from accidents. It covers only product defects.

If only Camille had purchased the extended warranty at the time she purchased the Mountaineer 500, you would be able to replace the device. Regrettably, she did not. It's too bad, because the extended warranty allows for a "no questions asked" return policy in the first 90 days of purchasing any Navigate product.

Here is what you have so far, but you know you will need to revise the document before you send it.

Dear Ms. Franzen:

Those of us who are avid trail riders know the unexpected occasionally happens during a ride. The incident on May 23 with your Mountaineer 500 was certainly one of those times.

Regrettably, at the time of your purchase, you opted only for the basic warranty, which covers product defects or issues that originated here at Navigate, not accidents that are not the company's fault.

Therefore, company policy prevents me from replacing the Mountaineer 500 (M500). If we accommodate your request, we would have to change our policy to cover accidents for all customers. Had you wanted coverage for accidents, you might have considered the extended warranty when you bought your M500.

We will not replace your device, but you are welcome to purchase the Mountaineer 600, which is currently on sale for $20 less than the M500. It has a larger display and longer battery life; we will also match competitors' current sale prices. If you purchase your new Mountaineer 600 in the next 14 days, you can receive a free 90-day extended warranty plan.

Visit our website at navigate or contact our sales department at 1-800-245-3589 to learn more about the Mountaineer 600. We apologize for the inconvenience, but we must follow company policy to be fair to all customers.

If you have any further questions about why we cannot replace the Mountaineer 500, please do not hesitate to call me at 1-800-245-3253, ext. 24.

Which of the following will NOT be a part of your strategy in writing to Camille?

-Building goodwill.

-Reinforcing that you care about Camille's business and want to keep her as a customer.

-Using facts to support your refusal.

-Denying Camille's request to receive a new M500 to replace her old one.

-Letting Camille know of another way to get a free replacement for her M500 (e.g., coupons, discounts).

Evaluate the buffer. What, if anything, should be done to improve it?

-Emphasize trail riders cannot be responsible for what happens to their equipment when they are on the trail.

-Add an apology here rather than waiting to apologize until later in the message.

-Nothing. The buffer is neutral and relevant to the message.

-Talk about something other than the accident or damaged Mountaineer 500.

-Add a statement that gives the bad news.

Which of the following would be a better way to word the statement of the reason: Regrettably, at the time of your purchase, you opted only for the basic warranty, which covers product defects or issues that originated here at Navigate, not accidents that are not the company's fault.

-"You opted for the basic warranty, which covers product defects, not accidents that are not the company's fault."

-"Your basic warranty covers only product defects or issues that originate here at Navigate."

-Leave the statement as is-The situation is regrettable, and the accident is not Navigate's fault.

-"Regrettably, you opted for the basic warranty, which covers product defects."

-"If you had opted for the extended warranty, we could replace your device, but you did not."

What should you do to improve this section of paragraph two: Therefore, company policy...If we accommodate your request, we would have to change...Had you wanted coverage for accidents, you might have considered the extended...M500.

-Leave the parts about company policy and that you can't do this for all, but don't remind her she chose the plan.

-Leave out the part about company policy but tell her that you can't do this for all and that she chose a basic plan.

-Nothing. Leave as is. It's company policy. You don't want to do this for everyone. She chose the basic plan.

-Delete it and move to the bad news. You already provide a good reason; these are negative and unnecessary.

-Only discuss changing the policy. Everyone knows how much work this would be. Camille will understand.

Which of the following would be a better revision of the bad news statement: We will not replace your device, but you are welcome to purchase the Mountaineer 600, which is currently on sale for $20 less than the M500.

-You are welcome to purchase...currently on sale...Mountaineer 500...but we will not replace your device.

-"Although receiving a replacement is not an option, you may be interested in purchasing...for $20 less than..."

-If you want a replacement, you need to purchase it; it will not be free.

-"You cannot receive a replacement. Your best option is to purchase a M600, which is on sale for..."

-You won't receive a free replacement; it does not fall within the terms of your warranty.

Which of the following pieces of information should be removed from the closing paragraph?

1. The apology.

2. The opportunity to purchase the Mountaineer 600 via the website or customer service.

3. The reference to company policy.

4. The offer to call you to discuss the issue further about why you cannot replace the Mountaineer 500.

-2, 4

-1, 4

-1, 3, 4

-3

-1, 2, 4

Which of the following sentences contains a "rubber stamp" (cliché) that needs to be removed from the message?

-"The incident on May 23 with your Mountaineer 500 was certainly one of these unexpected times."

-"Visit our website...or contact our sales department...to learn more about the Mountaineer 600."

-"If you have any further questions...please do not hesitate to call me at 1-800-245-3253, ext. 24."

-"It has a larger display and longer battery life; we will also match competitors' current sale prices."

-"We will not replace your device... purchase the Mountaineer 600...on sale for $20 less...Mountaineer 500."