Adjustment Message: We Can Restretch but Not

Replace

Your company, Art International, sells paintings through its website and catalogues. It

specializes in workplace art intended for offices, executive suites, conference rooms, and

common areas. To make shopping for office art easy, your art consultants preselect art, making

sure that the finished product is framed and delivered in perfect shape. You are proud that Art

International can offer to find works of original art at incredibly low prices. Recently you

received an email from Gilmour Property Management claiming that a large oil painting that

your company sent had arrived in damaged condition. The email said "This painting sags, and

we can't possibly hang it in our executive offices." You were surprised at this message because

the customer had signed for delivery and did not mention any damage. The email went on to

demand a replacement.

$..$ You find it difficult to believe that the painting is damaged because you are so careful

about shipping. You give explicit instructions to shippers that large paintings must be

shipped standing up$,$ not lying down. You also make sure that every painting is wrapped

in two layers of convoluted foam and one layer of Perf$-$Pack foam, which should be

sufficient to withstand any bumps and scrapes that negligent shipping may cause.

Nevertheless, you decide to immediately review your packing requirements with your

shippers.

It's against your company policy to give refunds or replace paintings that the receiver

found acceptable when delivered. However, you could offer Gilmour Property

Management the opportunity to take the painting to a local framing shop for

restretching at your expense. The company could send the restretching bill to Art

International at $216$ Bloor Street West, Toronto, ON M$5$P $1$K$1$

YOUR TASK Compose an email adjustment message that regains the customer's confidence.

Send it to Trevor Gilmour at

tgilmour@gilmourproperty.com.