You have just received a letter from a customer who purchased new rims for his car from your tire store several months ago. He paid for the rims when he ordered them because they were a special order. The rims arrived after a month and were mounted on the wheels. Three days later the customer returned, complaining that the car vibrated when he drove over 60 mph. The tire store balanced the wheels at no charge to the customer. The same vibration problem happened two more times, and the tire store balanced the tires at no charge each time. After the car experienced the same problem again, the customer became very upset and asked for a cash refund for the rims because they did not fit his wheels and provide a smooth ride even though they were custom made. Your company does not offer cash refunds. Answer the following questions:
a) What is the purpose of your letter?
b) What information would you include in the letter?
c) What alternatives can you offer to the customer?
d) What organizational plan would you use in this situation, direct or indirect?