The Situation. Your company recently installed an Eazy-Air Model 77 air conditioner in the upstairs den of Mr. and Mrs. Norman E. Stocker’s home (41 Citrus Place, Sumatra, FL 32691). Installation was unusually difficult because the oak paneling in the room was old and brittle. With a lot of extra care, however, you managed to do the job with only one small problem. When you drilled a hole to bring in the necessary 220-volt wiring, the paneling split a little. (Normal house wiring carries 110 volts.) Fortunately, the wiring cover plate covered all but a fraction of an inch of the gap.
When you were finished with the installation, you made sure that Mrs. Stocker was aware of the problem. She said, “Don’t worry about it,” and wrote out a check for $100 as the first installment on the $650 bill. Now Mr. Stocker has written to express his disappointment with the work. He wants you to refund $200. Mr. Stocker indicates that he will make no payments on his $550 one-year sales contract until this matter is settled.
You feel justified in refusing to make any adjustment because you were careful, the wood was brittle, and Mrs. Stocker approved the work. Nevertheless, as a goodwill gesture, you decide that a $25 refund will more than pay for the wood putty necessary to repair the damage. Although you dislike the thought of revisiting the Stocker home to make the repairs yourself, you could stop by if that’s what will make Mr. Stocker happy.
Your task: Write to Mr. Stocker denying his request but offering $25 or a visit to repair the gap. Your business address is Hatcher Air Conditioning, 2739 Coconut Lane, Sumatra, FL 32691. Invent any other details necessary.
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I don't understand what I have to write. Can you clear it to me?
http://owl.english.purdue.edu/handouts/pw/index.html#sub6
This is an excellent site for helping you with writing business letters. (Just ignore the sections that deal with a job search.)
You need to write a letter as directed to the address given in the assignment. In the letter, you need to make sure you do these things:
~State the situation and the problem
~State what you did to correct the problem and Mrs. Stocker's response
~State what you are willing to do and why, including offering to make the repairs yourself
~Set a date and time when you could make the repairs and ask if that's all right
~Ask for a response
Business letters need to be written with as little emotion showing as possible! And you certainly want this customer to sense your feelings about it all. You want the tone of your letter to be businesslike and helpful.
If you'll post your letter when you get it written, someone here will be happy to give you feedback about it.
=)
I forgot to ask which letter would it be? persuasive letter, bad news letter or request letter?