Read and then answer the questions below; they will help you make your revisions. Type the answers on the same document as your revision. Once you answer the questions, you're ready to revise the message. You can use the same language in your revision as appears in your answer choices. Revise the message and save it. Upload it to WA4 Forums. Response to Customer: Thank you for contacting our company regarding the problems you have been experiencing with the ROWENTA Garment Steamer 158100 you purchased four months ago. Midwest Steaming is the largest supplier of garment steamers in the Midwest-we sold over 10,000 IS8100 models last year alone. I regret to inform you that our company will not honor your request to replace your garment steamer because of the following: you used tap water in the steamer which caused the subsequent damage, an instruction manual warning against the use of tap water was enclosed with the garment steamer at the time of purchase, and our company policy avoids these kinds of replacements. In reviewing the description of your troubles with the garment steamer, I believe we have found the source of the problem. In conversations with members of our company, you mentioned using tap water in your steamer. As you may know, tap water contains various levels of minerals that, when heated, cause oxidation to occur. Oxidation causes the formation of rust and clogs steam vents. Below, the process of oxidation is outlined so that you will understand how tap water harms garment steams: First, the water, a good electrolyte, combines with carbon dioxide in the air to form a weak carbonic acid, an even better electrolyte. As the acid is formed and the iron dissolved, some of the water will begin to break down into its component pieces-hydrogen and oxygen. Second, the free oxygen and dissolved iron bond into iron oxide in the process, thus freeing electrons. The electrons liberated from the anode portion of the iron flow to the cathode, which may be a piece of a metal less electrically reactive than iron, or another point on the piece of iron itself. The iron ions react with hydroxide ions to produce hydrated iron oxides. These can dry to make plain iron oxide; this is the red, powdery material we call "rust" and the reason your steamer is malfunctioning. An instruction manual also accompanies every garment steamer we sell. Unfortunately, few customers, if any, actually read the manual. This manual specifically instructs operators not to use tap water, which will damage the steamer, and it states that one must use distilled water for the best results. Because user instructions were not followed, we are not able to replace your garment steamer. We can, however, help you improve the performance of your steamer and have included cleaning directions along with a complimentary supply of cleaning solution that should have your garment steamer operating like new. We regret that you have encountered problems with your garment steamer and that we cannot replace it; however, the cleaning solution should resolve your problems. Thank you for choosing Midwest Steaming. Enclosures Multiple-Choice Options 1. Although the author is correct in using a buffer, select a more effective buffer than "Midwest Steaming is the largest supplier of garment steamers in the Midwest-we sold over 10,000 IS8100 models last year alone. a. Midwest Steaming cares about each and every one of our customers and your dissatisfaction with our product is the most important issue our company currently faces. b. Midwest Steaming wants to resolve customer complaints so that everyone is pleased. c. Midwest Steaming has reviewed your complaint. d. Midwest Steaming realizes that you expect a superior performance from all of our products, which is why I am writing to you personally about your purchase. 2. Chose the option that best explains what is wrong with this sentence: "I regret to inform you that our company will not honor your request to replace your garment steamer because of the following: you used tap water in the steamer which caused the subsequent damage, an instruction manual warning against the a. use of tap water was enclosed with the garment steamer at the time of purchase, and our company policy avoids these kinds of replacements." It should be moved to later in the letter and revised to be more succinct, avoid negative personal expressions, and not hide behind company policy. b. It should be omitted because readers do not want bad news. It should remain where it is as it is straightforward and this is a routine situation. d. It should be moved toward the end of the message. c. 3. What should be done with the bulleted list and the sentence leading into it ("Below, the process of oxidation is outlined ...")? a. Keep it right where it is, as it provides the extra details that explain everything to the reader. b. It should be included as a separate document. C. It should be omitted because it detracts from the central message. d. It should be moved to the end of the letter a. 4. Select the best replacement for the following sentence: "Unfortunately, few customers, if any, actually read the manual." If customers do not read the manual, then they will not be able to figure out how to operate their steamers properly. I am sure our sales associate stressed the importance of the manual. We strongly urge all our customers to read this manual carefully before using their new garment steamer to ensure that they receive proper instruction in the use of the product. d. Unfortunately, not many read the manual. b. C. 5. a. Select a more appropriate closing statement than the following: "We regret that you have encountered problems with your garment steamer and that we cannot replace it; however, the cleaning solution should resolve your problems. Thank you for choosing Midwest Steaming." We at Midwest Steaming hope that you will no longer experience any more problems. Thank you for choosing Midwest Steaming. b. The enclosed cleaning solution has worked very well for other customers. Should you experience further problems with your steamer, please contact us. We hope you will continue doing business with Midwest Steaming. Midwest Steaming has worked closely with our customers for the past thirty years to provide the best prices and customer service. You have purchased one of the best garment steamers on the market and we know that you'll soon be enjoying its superior performance once again after using the enclosed complimentary cleaning solution. d. Midwest Steaming regrets that we can't honor your request. Hopefully, the cleaning solution will work properly and your steamer will be as good as new. Thank you for choosing Midwest Steaming. C. Read and then answer the questions below; they will help you make your revisions. Type the answers on the same document as your revision. Once you answer the questions, you're ready to revise the message. You can use the same language in your revision as appears in your answer choices. Revise the message and save it. Upload it to WA4 Forums. Response to Customer: Thank you for contacting our company regarding the problems you have been experiencing with the ROWENTA Garment Steamer 158100 you purchased four months ago. Midwest Steaming is the largest supplier of garment steamers in the Midwest-we sold over 10,000 IS8100 models last year alone. I regret to inform you that our company will not honor your request to replace your garment steamer because of the following: you used tap water in the steamer which caused the subsequent damage, an instruction manual warning against the use of tap water was enclosed with the garment steamer at the time of purchase, and our company policy avoids these kinds of replacements. In reviewing the description of your troubles with the garment steamer, I believe we have found the source of the problem. In conversations with members of our company, you mentioned using tap water in your steamer. As you may know, tap water contains various levels of minerals that, when heated, cause oxidation to occur. Oxidation causes the formation of rust and clogs steam vents. Below, the process of oxidation is outlined so that you will understand how tap water harms garment steams: First, the water, a good electrolyte, combines with carbon dioxide in the air to form a weak carbonic acid, an even better electrolyte. As the acid is formed and the iron dissolved, some of the water will begin to break down into its component pieces-hydrogen and oxygen. Second, the free oxygen and dissolved iron bond into iron oxide in the process, thus freeing electrons. The electrons liberated from the anode portion of the iron flow to the cathode, which may be a piece of a metal less electrically reactive than iron, or another point on the piece of iron itself. The iron ions react with hydroxide ions to produce hydrated iron oxides. These can dry to make plain iron oxide; this is the red, powdery material we call "rust" and the reason your steamer is malfunctioning. An instruction manual also accompanies every garment steamer we sell. Unfortunately, few customers, if any, actually read the manual. This manual specifically instructs operators not to use tap water, which will damage the steamer, and it states that one must use distilled water for the best results. Because user instructions were not followed, we are not able to replace your garment steamer. We can, however, help you improve the performance of your steamer and have included cleaning directions along with a complimentary supply of cleaning solution that should have your garment steamer operating like new. We regret that you have encountered problems with your garment steamer and that we cannot replace it; however, the cleaning solution should resolve your problems. Thank you for choosing Midwest Steaming. Enclosures Multiple-Choice Options 1. Although the author is correct in using a buffer, select a more effective buffer than "Midwest Steaming is the largest supplier of garment steamers in the Midwest-we sold over 10,000 IS8100 models last year alone. a. Midwest Steaming cares about each and every one of our customers and your dissatisfaction with our product is the most important issue our company currently faces. b. Midwest Steaming wants to resolve customer complaints so that everyone is pleased. c. Midwest Steaming has reviewed your complaint. d. Midwest Steaming realizes that you expect a superior performance from all of our products, which is why I am writing to you personally about your purchase. 2. Chose the option that best explains what is wrong with this sentence: "I regret to inform you that our company will not honor your request to replace your garment steamer because of the following: you used tap water in the steamer which caused the subsequent damage, an instruction manual warning against the a. use of tap water was enclosed with the garment steamer at the time of purchase, and our company policy avoids these kinds of replacements." It should be moved to later in the letter and revised to be more succinct, avoid negative personal expressions, and not hide behind company policy. b. It should be omitted because readers do not want bad news. It should remain where it is as it is straightforward and this is a routine situation. d. It should be moved toward the end of the message. c. 3. What should be done with the bulleted list and the sentence leading into it ("Below, the process of oxidation is outlined ...")? a. Keep it right where it is, as it provides the extra details that explain everything to the reader. b. It should be included as a separate document. C. It should be omitted because it detracts from the central message. d. It should be moved to the end of the letter a. 4. Select the best replacement for the following sentence: "Unfortunately, few customers, if any, actually read the manual." If customers do not read the manual, then they will not be able to figure out how to operate their steamers properly. I am sure our sales associate stressed the importance of the manual. We strongly urge all our customers to read this manual carefully before using their new garment steamer to ensure that they receive proper instruction in the use of the product. d. Unfortunately, not many read the manual. b. C. 5. a. Select a more appropriate closing statement than the following: "We regret that you have encountered problems with your garment steamer and that we cannot replace it; however, the cleaning solution should resolve your problems. Thank you for choosing Midwest Steaming." We at Midwest Steaming hope that you will no longer experience any more problems. Thank you for choosing Midwest Steaming. b. The enclosed cleaning solution has worked very well for other customers. Should you experience further problems with your steamer, please contact us. We hope you will continue doing business with Midwest Steaming. Midwest Steaming has worked closely with our customers for the past thirty years to provide the best prices and customer service. You have purchased one of the best garment steamers on the market and we know that you'll soon be enjoying its superior performance once again after using the enclosed complimentary cleaning solution. d. Midwest Steaming regrets that we can't honor your request. Hopefully, the cleaning solution will work properly and your steamer will be as good as new. Thank you for choosing Midwest Steaming. C