Question: As a customer service supervisor for a telephone company, you're in charge of responding to customers' requests for refunds. You've just received an e-mail from

As a customer service supervisor for a telephone company, you're in charge of responding to customers' requests for refunds. You've just received an e-mail from a customer who unwittingly ran up a $500 bill for long-distance calls after mistakenly configuring his laptop computer to dial an Internet access number that wasn't a local call. The customer says it wasn't his fault because he didn't realize he was dialing a long-distance number. However, you've dealt with this situation before; you know that the customer's Internet service provider warns its customers to choose a local access number because customers are responsible for all long-distance charges. Draft a short buffer (one or two sentences) for your e-mail reply, sympathizing with the customer's plight but preparing him for the bad news (that company policy specifically prohibits refunds in such cases).

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