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8.6 Document for Analysis: Weak Direct Claim Letter (Obj. 3) Current date Mr. John Lear Regional General Manager Apex Car Rentals 4510 Cyprus Street Denver, CO 80246 Dear Regional General Manager John Leer: I have a horror story of gargantuan proportions to relate to you so that you know how incompetent the amateurish botos are that work for youl 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 carrentals because of your competitive rates, I trust that you will give this matter your prompt attention Your very poet customer 8.24 Adjustment: Erroneous Charge for GPS Reversed (Obj. 4) As assistant to John S. Lear, Regional General Manager at Apex Car Rentals, you read a shockingly irate complaint letter from a corporate customer (See Activity 8.6) addressed to your boss. Adriana Schuler-Reyes, Sales Manager for KDR Precision Components, Inc., in Phoenix, Arizona, has angrily detailed her tribulations with your company's Colorado Springs Airport branch. 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 naviga- tion device, a $180 value plus taxes and surcharges that added 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 the Apex Car Rental corporate offices, Ms. Schuler-Reyes apparently was finally able to have the $180 credited to KDR's business account. However, soon she realized that the $60 levy had not been cred- ited. She now wants the remainder of the refund. Ms. Schuler- Reyes has no confidence in the Colorado branch and is asking your boss to intervene on her behalf and reverse the remaining 360 charge. Mr. Lear asks you to investigate what has gone 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, Scott Brown, was traveling on company business during Ms. Schuler Keyes' rental period and then left town to attend two management training seminars. Mr. Learis concerned that Apex might lose this disappointed customer and decides to offer discoutit vouchers for KDR's next three rentale at 20 percent of each, valid at any U.S. branch. He wants you to draft the letter and enclose the discount YOUR TASK. Write a polite adjustment letter to Adriana Schuler. Reyes, KDR Precision Componente, Inc., 2378 E Van Buren St., Phanix, AZ 85006 to secure the customer's goodwill and future Dateline September 13, 2015 V 1 to 9 blank lines Inside address Salutation Subject line Body Mr. T. M. Wilson, President Visual Concept Enterprises 1901 Kaumualii Highway Lihue, HI 96766 V 1 blank line Dear Mr. Wilson v1 blank line Subject: Block Letter Style 1 blank Ine This letter illustrates block letter style, about which you asked. All typed lines begin at the left margin. The date is usually placed 2 inches from the top edge of the paper or one blank line below the last line of the letterhead, whichever position is lower. . This letter also shows mixed punctuation. A colon follows the salutation, and a comma follows the complimentary close. Open punctuation requires no colon after the salutation and no comma following the close; however, open punctuation is seldom seen today If a subject line is included, it appears one blank line below the salutation. The word Subject is optional. Most readers will recognize a statement in this position as the subject without an identifying label. The complimentary close appears one blank line below the end of the last paragraph. 1 blank line Sincerely, blank lines Mark H. Wong Mark H. Wong Graphic Designer v1 blank die MHW.pl Complimentary Close Signature block Roterence inals Modified block style Med punctuation