As assistant to Joseph A. Morgan, Regional General Manager at ProCar Rentals, you read a shockingly irate complaint letter from a corporate customer (See Radical Rewrite 6.4) addressed to your boss. April Schmitz-Fidalgo, Sales Manager for KPC Construction, Inc., in Tucson, Arizona, has angrily detailed her tribulations with your company's Colorado Springs Airport branch.

Data From Redical Rewrite 6.4

Apparently, she and a colleague suffered long delays in obtaining their rental car. To compensate for the late car delivery, the customers received complimentary use of a navigation device, a $180 value plus taxes and surcharges that add up to another $60.
However, at the end of their rental period, their bill reflected the full cost of the GPS. After multiple phone calls to the Colorado Springs Airport branch as well as to ProCar Rentals corporate offices, Ms. Schmitz-Fidalgo apparently was finally able to have the $180 credited to KPC's business account. However, soon she realized that the $60 levy had not been credited.
Mr. Morgan asks you to investigate what went so terribly wrong at the Colorado Springs Airport location. You learn that the branch is an independent franchisee, which may explain such a laxness in customer service that is unacceptable under corporate rules. In addition, you find out that the branch manager, Jeffrey Blackson, was traveling on company business during Ms. Schmitz-Fidalgo's rental period and then left town to attend two management training seminars. Mr. Morgan is concerned that ProCar might lose this disappointed customer and decides to offer discount vouchers for KPC's next three rentals at 20 percent off each, valid at any U.S. branch.

Your Task. Write a polite adjustment letter to April Schmitz-Fidalgo, KPC Construction, Inc., 5900 East Speedway Blvd., Tucson, AZ 85711 to secure the customer's goodwill and future business.

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The writer of the following letter is too angry to compose a logical and rational claim. Her message is more suited to venting than t achieving the goal of receiving a refund. YOUR TASK. Analyze this message, list at least five weaknesses, and revise it if your instructor directs. Current date Mr. Joseph A. Morgan Regional General Manager ProCar Rentals 4510 Cyprus Street Denver, CO 80246 Dear Regional General Manager Joseph Morgen: I have a horror story of gargantuan proportions to relate to you so that you know how incompetent the amateurish bozos are that work for you! You should fire the whole Colorado Springs Airport branch. I'm tired of lousy service and of being charged an arm and a leg for extras that end up not functioning properly. Calling your company is useless because no one answers the phone or returns calls! In view of the fact that my colleague and I were forced to wait for an hour for a car at Colorado Springs Airport on August 15, your local branch people gave us a free navigation device. That would have been really nice in the event that the thing had actually worked, which it didn't. We advised the counter person that the GPS was broken, but it took another half hour to receive a new one and to finally start our business trip. Imagine our surprise when the "free" GPS showed up on our bill apparently costing a whopping $180, plus tax! What came next would qualify as some dark Kafkaesque nightmare. I spent hours over the next three weeks talking to various employees of your questionable organization who swore that only "the manager" could help me, but this mysterious person was never available to talk. At this point in time, I called your Denver Airport location again and refused to get off the phone until I spoke to "the manager," and, lo and behold, he promised to credit the cost of the GPS to our corporate account. Was my nightmare over? No! When we checked the status of the refund on our credit card statement, we noticed that he had forgotten to refund about $60 in taxes and surcharges that had also been assessed. So much for a full refund! Inasmuch as my company is a new customer and inasmuch as we had hoped to use your agency for our future car rentals because o your competitive rates, I trust that you will give this matter your prompt attention. Your very upset customer, List at least five weaknesses of this message.