PORTFOLIO AUTHOR: LUCÍA RUIZ LÓPEZ 11TH ACCOUNTING KEY #10
UNIT 2
index Pictionary............................................................................................................ 4 Summary of topics.............................................................................................. 5 1. Replies ..................................................................................................... 5 Acknowledgments ....................................................................................... 5 Follow Up .................................................................................................... 5 Confirmations .............................................................................................. 6 Remittances ................................................................................................ 6 Order Acknowledgments ............................................................................. 6 Delay Delivery ............................................................................................. 7 Partial Shipment .......................................................................................... 7 Substitute Order .......................................................................................... 8 Stopgap Letters ........................................................................................... 8 Inquiry Replies ............................................................................................ 8 Referrals...................................................................................................... 9 Refusals ...................................................................................................... 9 2. Complaints.............................................................................................. 10 Complaint Response ................................................................................. 10 3. Claims .................................................................................................... 10 4. Adjustments ............................................................................................ 10 Granting an Adjustment (100%) ................................................................ 10 Offering a Compromise Adjustment (50%) ................................................ 10 Refusing an Adjustment (0%).................................................................... 10 Proofread Letters.............................................................................................. 11 1. Replies ................................................................................................... 11 Acknowledgments ..................................................................................... 11 Follow-Ups ................................................................................................ 12 Confirmations ............................................................................................ 13 Order Acknowledgments ........................................................................... 15 Delay Delivery ........................................................................................... 17 Partial Shipment ........................................................................................ 18 Substitute Order ........................................................................................ 20 Stopgap Letters ......................................................................................... 21
Inquiry Replies .......................................................................................... 23 Referrals.................................................................................................... 25 Refusals .................................................................................................... 26 2. Complaints.............................................................................................. 27 Complaint Response ................................................................................. 28 3. Claims .................................................................................................... 29 4. Adjustments ............................................................................................ 30 Granting an Adjustment............................................................................. 30 Offering a Compromise Adjustment .......................................................... 31 Refusing an Adjustment ............................................................................ 32
Pictionary Word Clientele
Definition Customers
Example My clientele solicited a better home delivery service.
Compensation
Payment, repayment
The most common compensation way is cash on delivery.
Restitution
Reparation, repayment.
This client wants a restitution of its merchandise due to several problems.
Subsequently
Afterwards
The client was not pleasant with our service. Subsequently, we are going to exchange it.
Domestic Terminal
A nonInternational Airport dedicated to local flights.
I recently used the domestic terminal for a business flight.
Luncheon
A fancy lunch, used for socializing with business people.
This Friday afternoon I will prepare a luncheon to meet with my clients.
Picture
Summary of topics 1. Replies It must be prompt and generate goodwill and good sales opportunities. Including an extra bit of information can turn an inquirer into a steady costumer.
Acknowledgments It should be written when you receive merchandise, material, money, or information. This letter is a courtesy, to let your reader that his communication reached its destination. Dear Mr. Benjamin: Thank you for arranging for us to receive our Christmas card displays a bit early this year. We installed them as soon as they arrived on Monday, and we’ve already sold out two lines! The two months between now and Christmas seem destined to be busy ones, and I suspect you’ll be hearing from us again soon. Best wishes,
Follow Up After a decision or agreement has been made, either at a meeting or conversation, it is a good idea to send a reminder or written acknowledgment. The media in which the decision was discussed must be mentioned. Dear Ms. Solars: We are pleased that you will be participating in the Ecology Colloquium. As we discussed in our telephone conversation this morning, the Colloquium will take place on June 29 in the convention room at the Blackduck Inn. The Colloquium will begin with the keynote address at 10:30 A.M. At 11:00, you will join our other guests of honor in a debate of the topic “The Cost of Conservation”. Along with other members, I am looking forward to our meeting. Sincerely yours,
Confirmations It is mainly used to confirm services. It must effectively transmits clear, correct and complete information. Dear Mr. Durrell: This letter will confirm your reservation for a single room with bath for August 24-27. Your room will be available after 2 P.M. on the 24th. Since you will be arriving in Ohama by plane, you may want to take advantage of the Barclay’s Shuttle. Our limousine departs from the domestic terminal every hour, and the service is free for guests of the hotel. Cordially yours, S
Remittances This letter inform what amount of money the client is paying and for what is being used for. It should include important information as the account number, invoice number and amount of the check. Dear Gentleman and Ladies: The enclosed check for $312.68 is in payment of invoice no. 10456. Please credit my account (669-008 M). Yours truly,
Order Acknowledgments It is specifically used for respond the order letter. The initial order from a new costumer should be acknowledged because it encourages further business and establish goodwill. It must include: The date of the order, the order details, method of shipment, and the method of payment the client decided to use. Dear Ms. Smith: On February 14, we received your letter in which you ordered a Model EPC18 copper, eagle weather vane with arrow. As requested, we will send it to your home address by parcel post and charge the $34.95 with any applicable sales tax and handling costs to your VISA account (No. 003 0097 A109) Enclosed you will find the invoice for the amount of $37.45 which is the total of the weather vane including applicable sales and handling costs. Additionally, you will find a catalogue containing our latest products and sales. We hope to hear from you soon. Sincerely yours,
Delay Delivery It requires a carefully written letter due to sometimes it is caused by the seller. It is very important to avoid a negative tone and it should always explain that the delay is unavoidable, but that everything is being done to speed delivery. Also, a delay delivery must be “you oriented”. Dear Mr. Gonzalez Requests for our pamphlet, “10 Points to Consider When Buying Home Video Equipment,” have been overwhelming. As a result, we are temporarily out of copies. Nevertheless, the new printing is presently being prepared, and I have added your name to the mailing list to receive a copy as soon as it is available. In the meantime, you may find an article by Professor Leonard Mack, of the Pennsylvania Institute of Technology, to be of some help. The article, entitled “The Latest Crop of Home Video Centers,” will appear in the September issue of Consumer Digest. Sincerely yours,
Partial Shipment This letter inform the costumer that certain items of their order have been back ordered, so it should assume the costumer’s willingness to wait. It also must “resell” the merchandise by stressing the positive features, not the delayed ones. Dear Ms. Corum: We appreciate your interest in our products. Your order (No. 437) consisting of 37 Revlon Lipsticks (Code 43851) and 12 Loreal beauty sets (Code 321-2) has been registered. As requested, we will be sending the 37 Revlon lipsticks immediately to the address above. However, due to a transportation problem with our supplier, the 12 Loreal beauty sets will be sent within the week. You may expect delivery on Wednesday, March 12. We will include three samples of our new Dove hydrating body cream with your lipsticks. Please contact me if you need further information. Sincerely yours,
Substitute Order This letter is sent to the customer when an order cannot be filled at all and it must include the reason why the ordered merchandise is not available. Additionally, the suggested merchandise should be comparable or better than the original order. The intention is to help the customer, not saving the sale! Dear Mr. Phillips: Thank you for ordering Indra Madhur’s outstanding book. As you know, in the fifteen years since its first publication, Mr. Madhur’s book has become a classic and a standard for great cooking. Sadly, it is no longer in print, and I am returning your check for $20.89. But to satisfy your interest in Indian cuisine, I would like to suggest an alternative, Purnamattie Jaffre’s Indian Gourmet. If you would like a copy of it, which costs only $14.98, please let me know, and I will immediately send it to you. Cordially,
Stopgap Letters This letter let the customer know that the inquiry will not be ignored and that it will be responded as soon as possible. The writer should be careful not to commit the employer to any action, nor explain his absence. Dear Ms. Ruiz: Your request to meet with Julio Morales to discuss his participating in a Congress arrived this morning. However, Mr. Morales is out of town and is not expected back before the 15th. I will be sure to inform Mr. Morales of the planned Congress as soon as he returns. Yours truly,
Inquiry Replies This letter must increase the interest of the customer on the company products/services, and also inspire the inquirer to action. The main purpose is to give information. If the information requested cannot be provided at all, you should explain why. A request may be answered by sending a brochure or a catalog. Dear Mr. Long: Thank you for your interest in A & M equipment. We are happy to supply you with the information you requested. Enclosed you will find a list of the prices quoted per dozen. In case you have any further questions, please do not hesitate to call to the number above. Sincerely yours,
Referrals This letter is redacted when a customer sends an inquiry, but it can best be answered by another person. It should explain why the information cannot be provided and to whom it is being referred. Dear Mrs. Simpson: Your request for information regarding marriage counselors in your community can best be answered by the Board of Community Service. I am therefore referring your letter to Mr. Orlando Ortiz at the White stone Community Board. He will, I am sure, be in touch with you soon. Yours truly,
Refusals This letter serves as a way to say “no” gracefully. The writer should never actually use the word “no” and maintaining goodwill suggesting an alternative course of action is extremely important. Additionally, the customer deserves an explanation of the refusal (based on facts, not emotions). Dear Mr. Mckenzie: Thank you for your recent request for my endorsement of your campaign for United States Senator. I am honored that you believe my name could be of value to you. My professional policy, however, is to refrain from public endorsements. I strongly believe that it is in their best interest that I maintain a nonpartisan position. Privately, of course, I allow myself more leeway. I wish you all the best in your campaign and am enclosing a personal contribution of $100. Sincerely yours,
2. Complaints This letter notifies the customer’s dissatisfaction to the company. For a quicker solution, the customer should include details (in chronological order) and a suggestion for improvement.
Complaint Response It should be concerned and courteous, but not defensive. The company must offer an apology, explanation and suggest remedies for the problem occurred.
3. Claims Commonly, claims had to do with problems involving money. The main purpose is to get results, not to express anger. In the first part, the customer should include details (in chronological order), and important data as it is the order and delivery dates, the invoice number, account number, and so on. The second part emphasizes the problems that the customer suffered (without exaggerating). Finally, the customer should propose a reasonable adjustment or suggest an action to take.
4. Adjustments This letter is written by the company. It must be answered promptly in order to restore the customer’s goodwill. Also, it should emphasize the solution rather than the error. Never accuse the customer! When the facts of a claim have been confirmed, one of three fair solutions is possible:
Granting an Adjustment (100%) It freely admits errors and willingly offers the adjustment. It also express appreciation for the information provided and may include an explanation of what went wrong.
Offering a Compromise Adjustment (50%) Is written when neither the company nor the customer is entirely a guilty and it offers a compromise. It has to be previously approved by the client.
Refusing an Adjustment (0%) In this letter the company must say “no”, but try to reestablish the customer’s goodwill. It has to demonstrate the company’s sympathy and desire to be fair. As a conclusion, it should include an option that the customer could take.
Proofread Letters 1. Replies Acknowledgments
94 State Road P.O. Box 762 West Yarmouth, Massachusetts 76890 April 9, 2014 Volkswagen, Inc. LucĂa Ruiz 4022 Ninth Avenue Boston, Massachusetts 86097 Dear Ms. Ruiz: I appreciate your prompt response to my letter in which I requested information about the RX-7. I would like to inform you that it was very useful for my project and my classmates and I were very impressed about the good quality that your products have. In regards to your request to publish my report in your monthly magazine, I authorize it and expect that it will be useful. I will be sending it tomorrow. Sincerely yours,
Johan Gonzalez
Follow-Ups
The Committee to Keep Minnesota Green 24 North Main Street Blackduck, Minnesota 89030
June 3, 2014 Ms. Christine Solars Solars, Solars, and Wright 62 Onigum Road Waker, Minnesota 97930 Dear Ms. Solars: We are pleased that you will be participating in the Ecology Colloquium sponsored by the Committee to Keep Minessota Green. As we discussed in our telephone conversation this morning, the Colloquium will take place on June 29 in the convention room in the Blackduck Inn. The Colloquium will begin with the keynote address at 10:30 A.M. At the 11:00, you will join our other guests of honor in a debate on the topic, “The Cost of Conservation: Public or Private Responsabilities?” Following that debate, luncheon will be served in the main dining room, where you will, of course, be a guest of the Committee. Along with the other members of the Committee, I am looking forward to our meeting on the 29th. Sincerely yours,
Lucía Ruiz Assistant
Confirmations
Fulson Contractors, Inc. 4444 Western Avenue Boulder, Colorado 80301
April 3, 2013 Mr. Justin Michaels 622 Garth Street Boulder, Colorado 80321 Dear Mr. Michaels: This letter will confirm your luncheon engagement with Mrs. Nancy Carson. It will take place at Trattoria di Marco, at the corner of Tenth Street and Western Avenue, on April 7 at 1 P.M. As requested, Mrs. Carson will be presenting you a set of pictures illustrating previous architectural work done for corporations. Additionally, she will be taking samples of construction materials. If you need further information, please call me at 9384-3827. Sincerely yours,
LucĂa Ruiz Assistant
Avianca, S.A 1066 Third Avenue Guatemala, Guatemala 09098 March 18, 2014 Dear This letter will confirm your assistance to the annual convention. It will take place in Miami, Florida from March 24-29. Your flight has been programed to depart from Guatemala City on March 24 in Flight 459 at 7:30 A.M and your arrival in Miami is expected at 9:30 A.M. Additionally, your return is reserved in the Flight 232 which departs from Miami at 6:30 P.M and is expected to arrive to Guatemala City at 8:30 A.M. We remind you to be at the airport with one hour of anticipation before the boarding process for having enough time for checking in. If you need further information, please call Miss Olivia Barrera at 24799098. Sincerely yours,
LucĂa Ruiz Sales Manager DĂaz, J.
Order Acknowledgments
KINBOTE PRODUCTS, INC. 200 Southeast Four Street Miami, Florida 33131
January 15, 2014 Ms. Ellen Minsky Gold’s Specialty Shops 363 West Grace Street Tampa, Florida 33607 Dear Ms. Minsky: We received your letter on February 13, in which you order two dozen of exercise suits in the colors and sizes you previously requested. Your purchase will be shipped by air express on February 17 and expected to arrive on February 18. Additionally, the total amount of $843 that corresponds to the whole sale, plus applicable sales tax and handling costs will be charged to your account (No. 882GGS). Enclosed you will find the invoice and a catalogue containing our latest products and sales. We hope to hear from you soon. Sincerely yours, LucĂa Ruiz Purchasing Manager Sagastume J. Enclosure
KINBOTE PRODUCTS, INC. 200 Southeast Street Miami, Florida 33131
February 26, 2014 Ms. Ellen Minsky Gold’s Specialty Shops 3636 West Grace Street Tampa, Florida 33607 Dear Ms. Minsky: We have received your order of February 24, and we would like to welcome you as a new customer for Kinbote Products. Your order (No. 1239) for two dozen exercise suits (Style L-29) in the size and colors you previously solicited, will be send by air express as you requested. Expected to arrive in Florida in March 7. You may contact the freight forwarder, AGEXPORT (290) 8890-7657 for further details. We will charge $840 with any applicable sales tax and handling costs to your account (No. 9879). Enclosed you will find a catalogue with our new products. We hope to hear from you soon. Sincerely yours,
LucĂa Ruiz Sales Manager Melendez J. Enclosure
Delay Delivery
Lawson Linen Company P.O. Box 762 Bloomfield, New Jersey 07006 March 5, 2014 Mrs. Marianne Rollins 444 Ross Avenue Caldwell, New Jersey 07006 Dear Mrs. Rollins: We received your order for one set of Floral Mist queen size sheets and pillowcases. Unfortunately, we are having some difficulties due to a strike and all orders have been held up. Nevertheless, we assure you that negotiations are progressing and a settlement is expected soon. You will receive your order as fast as possible. If your order is needed immediately, we are able of sending you a set of African Tribal sheets and pillowcases of the same price. Enclosed you will find an exclusive catalogue of special merchandise. Sincerely yours,
LucĂa Ruiz Sales Manager DĂaz, J. Enclosure.
Partial Shipment
Laico Products, Inc. 43 Green Street Miami, Florida 45382
March 6, 2014 Mr. John Smith Beauty Depot, Inc. 444 Ross Avenue Miami, Florida 63782 Dear Mr. Smith: We appreciate your interest in our products. Your order no. 437 consisting of 37 Revlon Lipsticks (Code 43851) and 12 Loreal beauty sets (Code 332-1) has been registered. As requested, we will be sending the 37 Revlon lipsticks immediately to the address above. However, due to a transportation problem with our supplier the 12 Loreal beauty sets will be sent within the week. You may expect delivery on Wednesday, March 12. We will include three samples of our new Dove hydrating body cream with your lipsticks. Thank you for your preference. Please contact me if you need further information. Sincerely yours,
LucĂa Ruiz Sales Manager Monroy D.
Kinbote Products, Inc. 200 Southeast Fourth Street Miami, Florida 33131
March 7, 2014
Ms. Ellen Minsky Gold’s Specialty Shops 3636 West Grace Street Tampa, Florida 33607 Dear Ms. Minsky: Thank you for your order of an assortment of vanilla and chocolate exercise suits in small, medium and large sizes. As requested, we will be sending the vanilla and chocolate suits in small and medium sizes immediately. However, a problem with our supplier has occurred and we are out of large sizes in both colors. Nevertheless, we will be sending them within the week and you may expect their delivery on Thursday, March 14. We will send our recent sport catalogue with your previous order. Please let me know if you need further information.
Yours truly,
LucĂa Ruiz Sales manager
Carias A. Enclosure
Substitute Order
Holiday Inn Hotel 4322 Bush Garden Avenue Miami, Florida 99970
April 23, 2014 Ms. Luisa Lawson 94 State Road Miami, Florida 66009 Dear Ms. Lawson: Thank you for your preference in our hotel, we are always glad to provide you our services. However, I am sorry to inform you that we have no longer double rooms with bath available at this time due to the fact that a National Congress is being held on that week. Nevertheless, I would like to suggest you our alternative hotel located 2 blocks behind the Madison Street named Express Inn. It has plenty of single rooms that can be completed with an extra bed, a spacious bath and it offers the same benefits. The price rank is approximately $45 lower than ours. Please feel free to call me at 6789-0096 if you need assistance for making the reservation. Sincerely yours, LucĂa Ruiz Sales Manager Carias K.
Stopgap Letters
General Communications Corporation 600 North Milwaukee Street Milwaukee, Wisconsin 53202
March 26, 2014 Professor Anne Boleyn University of Wisconsin Department of Media and Communications Menomonie, Wisconsin 54751 Dear Professor Boleyn: Thank you for your letter dated March 25 in which you invite Mr. Peal to speak to your graduate seminar students in electronics on Tuesdays from 4:30 to 6:00 P.M. However Mr. Peal is out of town attending a fourday meeting of the regional directors and is expected to return in a week. I will be informing him of your invitation as soon as he returns. Please let me know if you need further information. Sincerely yours,
LucĂa Ruiz Administrative Assistant
General Electro-domestics Corporation 600 Bush Garden Street Miami, Florida 00932
March 26, 2014 Mr. Rafael Ross The Curacao Corporation Miami, Florida 87510 Dear Mr. Ross: In reference to your letter dated in last Thursday in which you asked for information about the new contract with Hastings Development Corporation, I am sorry to inform you that I cannot provide you that information due to Mr. Leonard is out of town. However, Mr. Leonard is expected to be back in two weeks and I will be informing him of your request. Please let me know if you need further information. Sincerely yours, LucĂa Ruiz Administrative Assistant
Inquiry Replies
RBM Manufacturing Company, Inc. 4022 Ninth Avenue New York, New York 10055 April 2, 2014 Mr. William Wilson Mahoney and Millman, Inc. 1951 Benson Street Bronx, New York 10465 Dear Mr. Wilson: We appreciate your interest in our company. We received your letter in which you request information about a photocopier that would suit your office needs. After having evaluated them, we have decided that the RBM 2000 copier is the most appropriate model for your office. The RBM 2000 has a collator which allows 30 copies to be run off at any one time. It uses regular paper and fits a smallsized desk. Additionally, all our products have one-year full warranty and our repair service is among the lowest in the market. Enclosed you will find the catalogue of all our products. Refer to page 130 for more details on the RBM 2000. It is a pleasure to inform you that our company grants a ten percent discount on initial purchases. If you need further information, please feel free to call me at 8292-2820 during business hours. Sincerely yours, LucĂa Ruiz Sales Manager Vargas A. Enc.
Volkswagen, Inc. 4022 Ninth Avenue Boston, Massachusetts 86097 April 3, 2014 Mr. Johan Gonzalez 94 State Road West Yarmouth, Massachusetts 76890 Dear Mr. Gonzalez: Thank you for your interest in our company products. We received your letter in which you requested some data about the new RX-7 small car model. Enclosed you will find a catalogue which includes the fuel economy statics, technological advances and available cars options in the country. Refer to pages 120-130 for more details on the RX-7. We hope this information will be useful for your project and also appreciate the fact you are sending us your report. Additionally, we would like to ask for your permission to publish it in our monthly magazine “Life & Motors”. It is a pleasure to inform you that our company grants a ten percent discount on wholesale purchases. If you need further information please feel free to call me at 76508886 on business hours. Sincerely yours, Lucía Ruiz Sales Manager Sagastume N. ENC.
Referrals
National Director Board 629 Seventh Avenue San Francisco, California 94120
April 30, 2013 Mr. San 622 San
Loraine Graham Francisco City Hall Garth Street Francisco, California 80321
Dear Ms. Graham: Thank you for writing to our company. Unfortunately, the information you requested about the filling of an absentee ballot for the upcoming Presidential election is not available in our department. Nevertheless, I think the local Board of Elections would be ideal to solve your dudes. I am sure they would be pleased to assist you. Please feel free to call them to the extension No. 887. Sincerely yours,
LucĂa Ruiz Manager Assistant Sagastume M.
Refusals Pricesmart, Inc. Bush Garden Avenue Los Angeles, California 99709
April 8, 2014 Claudia Morales Billboard Avenue Los Angeles, California 76580 Dear Ms. Morales: Thank you for your letter dated March 7, in which you requested a 25 percent volume discount on the bar-code scanning equipment which you plan to install in your department stores. As a company policy, we have a limit of 20 percent discount provided on all our wholesale products. Therefore, I am sorry that we cannot grant you the 25 percent discount you requested. Since your purchase is particularly large, our company is willing to grant you a 22 percent discount and free installation on the previously mentioned scanning equipment. If you need further information, please call me at (502) 3014-4300. Sincerely yours, Travis Smith Managing Director Carias K.
2. Complaints The Baxter Company 10 French Market Place Merrimack, New Hampshire 99709
April 23, 2014 Enrico Cammarata Club Cammarata 2 Merrimack Road Merrimack, New Hampshire 03113 Dear Mr. Cammarata: On June 8, I made dinner reservations in your Club at 7:00 P.M. in order to have an important business meeting with out-of-town associates. Even though we arrived on time, we were kept waiting for one hour and fifteen minutes. Additionally, after intermittent inquires, we received rude indifference by the maître d’. Consequently, my guests started getting annoyed by the informality that your restaurant showed and I was also affected because the situation seemed to be caused by my lack of organization. As an executive, I know you have been recognized by your great services, but this kind of situations could strongly affect your image. I hope you will look into this type of issues by giving this feedback to your employees. Sincerely yours, Lucía Ruiz Managing Director Carias K.
Complaint Response
Club Cammarata 2 Merrimack Road Merrimack, New Hampshire 03113
May 14, 2014 Ms. Lucia Ruiz The Baxter Company 10 Frech Market Share Merrimack, New Hampshire 99709 Dear Ms. Ruiz: Thank you for bringing to my attention the inexcusable wait and lack of organization you and your associates experienced last night in my restaurant. However, let me offer you an explanation. Before you arrived, the maÎtre d’ was unexpectedly changed since we were attending a big event and we were short of staff. Additionally, our reservations system was failing due to a power outage occurred in the block. Nevertheless, I am very sorry for the drawbacks you had to go through because of the situation. Please be certain that I will give this feedback to my employees in order to give you the quality service you deserve. Enclosed you will find a courtesy coupon for $400 for you to use in your next visit. Truly yours,
Enrico Cammarato Owner Perez H. Enc.
3. Claims Nurthridge Cutlery Company 20667 Yellow Circle Minnesota, Minnesota 55343
November 30, 2014
Mr. Julio Morales The Kitchen Corner 4703 Parkway Drive St. Paul, Minnesota
55104
Dear Mr. Morales: On October 7, we ordered two dozen poultry shears. This purchase was expected to arrive one week later. However, we have not received anything nor a notification explaining the delay. Due to our pre-Christmas shopping season is coming, we would like to know if the order is still current or we should ask for a refund. I will appreciate you looking into this matter so that my merchandise may be delivered. Enclosed you will find a copy of the invoice (No. 320) which indicates the total of the order.
Truly yours,
Lucia Ruiz General Manager Carias K. Enc.
4. Adjustments Granting an Adjustment
Gleason’s Department Store 2297 Front Street Phoenix, Arizona 99065 July 8, 2014
Ms. Rosetta Falco 811 Regent Street Phoenix, Arizona 99087 Dear Ms. Falco: As you mentioned in your letter of July 3, you were indeed billed for a purchase you had not made. According to our records, you should not have been charged the $83.95, and the sum has been stricken from your account. Thank you for bringing this matter to my attention. We hope you have not been inconvenienced and will visit Gleason’s soon so that we may again have the pleasure of serving you. Truly yours,
Yesenia Ogaldez Owner Perez H. Enc.
Offering a Compromise Adjustment
Eterna Tools, Inc. Route 9 Saddlebrook, New Jersey
April 19, 2014 Mr. Jack Patterson Jack’s Hardware Store 72 Elm Street Kennebunk, Maine 06606 Dear Mr. Patterson: We are sorry that the model 88b handsaws you purchased have not lived up to your expectations. Frankly, we are surprised they have proved so fragile and appreciate your returning them to us. Our lab people are already at work trying to discover the source of the problem. We are glad to assume the shipping costs you incurred, Mr. Patterson. But may suggest that, instead of a refund, you apply the price of these saws to the cost of an order of model 78b saws. Your own experience will bear out the reliability, and we are sure your customers will be pleased with an Eterna-Tool Product. If you will drop us a line okaying the shipment, your 78b hand saws will be on their way within the week. Truly yours,
Ana Pelaez Sales Manager Cifuentes G.
Refusing an Adjustment Atlas Photocopier, Inc. 81 Warren Street New York, New York 10003
August 28, 2014
Mr. Thomas Shandy Finance Director Handleman & Burns, Ltd. New York, New York 10002 Dear Ms. Ruiz: We are sorry that you are not completely satisfied with your Atlas photocopier. You are entirely justified in expecting more than eighteen months of reliable performance from an Atlas office machine, and we are always eager to service any product that does not for some reason live up to standards. We appreciate you giving us the opportunity to inspect the malfunctioning copier. According to our service representative, two problems contributed to the unit’s breakdown. It is apparently being used for a significantly higher volume of copying than it was built for (as is clearly indicated in both the sales material and user’s manual with which you were provided). Furthermore, there are indications that a number of people in your department are not properly closing the cover before copying documents. The resultant “sky shots” can lead to the burnout of a number of mechanical parts. Although we are not prepared to offer you a replacement copier as you suggested (indeed the one-year warranty has been expired for six months), we would be happy to take the damaged copier as a trade-in on another, larger capacity Atlas copier. We believe this arrangement would better meet your department’s needs and be more economically advised than additional repairs on the old unit. Please let me know if you would like to speak to a sales representative about the terms of a trade-in. Truly yours,
Luis Quintanilla Technical Services Manager Santizo M.
Supermarket Ross Grand Street Grahamsville, New Jersey 98900
May 28, 2014
Mr. Joe Patterson Faith Forth Gazette Grahamsville, New Jersey 89002 Dear Mr. Patterson: Thank you for bringing to my attention the unpleasant situation you had to deal with, related to our milk products. Nevertheless, let me offer you an explanation. On that particular day, we experienced a power outage and the refrigerating system of our machines were misconfigured. Consequently, almost all of our products were ruined. Additionally, I am sorry to inform you that our policy foes not allow us to refund the money. However, we will be pleased to replace the cheese for another one at your choice. Enclosed you will find a courtesy coupon for $40 for you to use in your next purchase. Please be certain this kind of situations will never happen again. Truly yours,
Julio Poe Owner Ruiz, L. Enc.