AC#02: Negative Email Negative

Messages on Routine Business Matters

Email Skills

Message Strategies: Refusing Claims and Requests for Adjustment

Your company markets a line of rugged smartphone cases designed to protect sensitive devices from drops, spills, and other common accidents. Your guarantee states that you will reimburse customers for the cost of a new phone if the case fails to protect it from any of the following: (a) a drop of no more than 6 feet onto any surface; (b) spills of any beverage or common household chemical; (c) being crushed by any object weighing up to 100 pounds; or (d) being chewed on by dogs, cats, or other common household pets. Jack Simmons, a rancher from Wyoming, emailed your customer support staff, requesting reimbursement after he dropped his iPhone in his hog barn and a 900-pound boar crushed it in a single bite.

in an email response to the customer notified denying his request for a new phone.