Crafting an Effective Claim Request Analyze the following routine ...

[Jkov05]

Crafting an Effective Claim Request Analyze the following routine claim letter and make needed revisions. Dear Mr. Ortiz: Eight months ago, I purchased the Wireless-G Broadband Router (2.4 GHz), Model No. WRT54G, from your company. After only eight months of use, it no longer works. It quit working while I was in the middle of a huge project, and the delay cost me hundreds of dollars. Since this product came with a year warranty, I am upset that it quit working after less than a year. It must be defective. I have the receipt for purchase and want a replacement immediately. The router problem has already cost me time and money. If I don't receive a replacement or refund immediately, I will not buy your products in the future. Please send a replacement router via express delivery to the address on this letterhead. Thank you.

Question 2

Tact requires good judgment, thought, and choosing your words carefully.
  Indicate whether the statement is true or false

[BUTTHOL369]

Answer to Question 1

Revise the letter using a positive tone that assumes the router will be replaced since it is still under warranty.

Place the request for replacement in the first sentence. Provide an explanation of the problem with the router. Explain that it is still under warranty.

Avoid using a writer-centered, demanding tone. Assume that the request will receive appropriate action.

End on a positive note, thanking the reader for quickly shipping the replacement.

A proposed solution follows:

Dear Mr. Ortiz:

Please send me a replacement for the Wireless-G Broadband Router (2.4 GHz) Model No. WRT54G that I purchased eight months ago. The product, which came with a one-year warranty, apparently is defective.

A copy of my receipt in enclosed. Please ship the replacement router this week to the address listed at the top of this letterhead. I would appreciate express delivery. I am currently facing several work-related deadlines and need a router as soon as possible to complete my projects.

Because your company is ranked high for quality products and excellent customer service, I anticipate that my request will be processed as quickly as possible. I'm hoping to use the new router next week, if not sooner.

Sincerely,

Answer to Question 2

T

[Jkov05]

Correct answers!

[BUTTHOL369]

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