SCENARIO-BASED QUESTIONS Crafting An Effective Routine Claim Analyze the following routine claim letter and make the required revisions. Dear Mr. Ortiz: Eight months ago, I purchased the Wireless-G Broadband Router (2.2 GHz), Model No. 13MP26SD, from

Question

your company. After only eight months of use, it no longer works. It quit working while I was in the middle of a huge project, and the delay cost me hundreds of dollars. Since this product came with a year warranty, I am upset that it quit working after less than a year. It must be defective. I have the receipt for purchase and want a replacement immediately. The router problem has already cost me time and money. If I do not receive a replacement or refund immediately, I will not buy your products in the future. Please send a replacement router via express delivery to the address on this letterhead. Thank you.

Answer 1

The analysis of the routine claim letter is as follows:
a. The letter should be revised using a positive tone that assumes the router will be replaced since it is still under warranty.
b. The request for replacement should be placed in the first sentence. An explanation of the problem with the router should be provided. It should be explained that the router is still under warranty.
c. A writer-centered, demanding tone should be avoided. It should be assumed that the request will receive appropriate action.
d. The letter should end on a positive note, thanking the reader for quickly shipping the replacement.

A proposed solution is included below:

Dear Mr. Ortiz,

Please send me a replacement for the Wireless-G Broadband Router (2.2 GHz) Model No. 13MP26SD that I purchased eight months ago. The product, which came with a one-year warranty, is defective.

A copy of my receipt is enclosed. Please ship the replacement router this week to the address listed at the top of this letterhead. I would appreciate express delivery. I am currently facing several work-related deadlines and need a router as soon as possible to complete my projects.

Because your company is ranked high for quality products and excellent customer service, I anticipate that my request will be processed as quickly as possible. I am hoping to use the new router next week, if not sooner.

Sincerely,