I only need to answer Q 2

3. P 1. Negative Letter Analysis: Complaint The following letter was received by the Customer Service Department of the Mustrite Small Appliance Company. Be pre- pared to discuss the strengths and weaknesses in the letter If a friend had written the letter and had asked your advice, what recommendations would you make for revising it? The heal disc and fecti lines audi play this 2:55 This is to let you know that the Justite microwave oven that I bought awhile back has stopped working. The turntable won't tum. I don't know what is wrong with it just was reheating a casserole and the thing stopped turning I took it back to my local appliance store. The Good Life, but they said that since the 6 month warranty expired two weeks before the turntable broke, there was nothing they could do. They gave me your address and suggested that I write to you, so I am. Is there a way to get my Justite microwave fored? The microwave works fine. The turntable just doesn't tum. Thank you. F 1 2. Positive Letter Analysis: Favorable Response to Complaint The following letter was written in response to the cam- plaint letter in Assignment 1 Be prepared to discuss the strengths and weaknesses in the letter Ass San mit cen as cat Dec dia efit des ter isy you if This letter is in respect to your Agent 3 complaint about the Justite microwave ovon you purtssed about sex months ago from your local store, The Dood Life Wean- derstand that the turntable in the microwave broke shortly after the warranty xpired Did you know that last year our microwave oven was rated "best in its class and most reliable" by Consumers Count magazine? Indeed, we have received so fow co- plaints about the product that a recent survey of selected purchasers revealed that 98.5 percent of first-time purchas ers of our microwave ovens are pleased that they chose our product and would buy another. Please double-check your microwave to make sure that the turntable is broken--it may just be temporarily stuck. We rarely have had customers make this specific complaint about our product. However, if the turntable is in need of repair, return the entire appliance to us, and we will have it repaired free of charge or have a new replace ment sent to you. Wo stand behind our product because the warranty period only recently expired. It is our sincere hope that you will continue to be a satisfied customer of Justrite appliances. 5. be vic bre ar yo gr ha Or