Question: EXERCISE 3: Read the situation and compose a message as requested. (40 points) a You received a claim letter from Dennis Garcia, a customer asking

EXERCISE 3: Read the situation and compose a

EXERCISE 3: Read the situation and compose a message as requested. (40 points) a You received a claim letter from Dennis Garcia, a customer asking for a full refund of 12 million VND plus 10% VAT for the Panasonic TV she bought last weekend from your Digital Mart. You found out that the Digital Depot installed in the TV was faulty. Your company policy does not allow full refund for faults with Digital Depot but offer free maintenance or repair. Or you may suggest an exchange for another Panasonic TV series that does not use the Digital Depot. a YOUR TASK: Write a letter to Dennis Garcia, refusing her request for a full refund and suggest solutions to her problem. You need to be strategic as you still want to maintain your reputation with good customer service. 1

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