Scenario : Warranty Claim

David Pang is a claims manager for Hybrid Cars Canada, a large automobile manufacturer. He ensures that his company meets its customers' needs by trying to resolve service claims. Yesterday, David received a phone call from a local dealership about a customer whose car warranty expired 24 hours ago. This customer's car requires $2,400 worth of repairs. The local dealer would like to honour this customer's claim.

After reviewing this problem with the Claims Department, David determines that the customer's warranty expired and the car company will not honour the customer's claim. David must communicate this message to the customer.

Questions/Tasks

1. What is David's primary purpose in sending a message to his reader? (Refer to page 95 in your textbook.) Support your answer with an explanation.

2. What is the secondary purpose of David's message? (Refer to pages 95 and 96 in your textbook.) Support your answer with an explanation. 

3. Which channel (e.g., phone call, e-mail, or letter) is best suited to communicate this type of message? Explain your answer. Consult