ADJUSTMENT LETTER ASSIGNMENT
Scenario: The following bad news adjustment letter was sent to a customer of your company, the Sticko Shirt Company, who purchased a shirt by phone in December 2014, and who claims that Sticko mailed the wrong shirt to her address. The customer mailed her complaint letter to your company on March 1. She claims that she purchased the shirt as a Christmas gift for her niece who lives in Maryland, and her niece just mailed the shirt back to her at the end of February. She explains the shirt is still in the same packaging and has never been worn. She wants Sticko Shirt Company to either provide her a refund of $24.95 plus tax and $8.99 for shipping and handling or mail her the correct shirt free of charge. The Sticko Shirt Company has a policy that they do not accept returns after 14 days of purchase.
Directions: Read the attached adjustment letter, answer the questions below, and revise the letter (see directions below before revising).
- Does this letter contain formatting errors? If so, what are they? Be clear and specific.
- Based on what you learned about writing bad news adjustment letters identify at least three (3) problems with the content of letter (do not address the grammatical problems in this question). Is the tone appropriate? Does the author provide an acceptable adjustment?
- This letter contains some grammar and usage errors. Identify at least three (3) errors and explain why these errors may reflect negatively on the author.
PART II (use a separate sheet for Part II but upload as one continuous file; feel free to copy and paste the letter before your revise it)
Directions: You are the CEO for Sticko Shirt Company. Based on what you have learned about bad news adjustment letters and writing effective technical documents from Units 1-2 in your textbook, revise the attached adjustment letter that your quality control manager wrote on your behalf. Use MS Word format only.
- Create the header and use 427 White River Way, Salt Lake City, UT 8411 as the Sticko Shirt Company’s mailing address. Use your name in the signature block.
- The recipient’s name and address is: Kathryn L. Elliott, and her address is: 2954 Pleasant Hill Road, Irvine, CA 92664
Hello, Ms. Elliott
I hop this message meets you well.
Thank you for giving us the opportunity to respond to your concerns. I apologize for any inconvenience this situation may have caused you. I have looked into the matter and found that you are correct. You ordered a shirt that contained the words, “I Ship It” on the front and we sent you a shirt that contained the words, “Goon Fly Away.” The data entry clerk must have input the wrong information when she took your order by phone. We are sure this is what caused the problem.
If you had contacted us within 14 days of receiving your package, we would have been able to handle the situation differently. We could have mailed you or your niece a shipping label, so that the shirt could be returned to us and then we would have mailed the correct shirt to either your home address or your niece’s home address free of charge.
You should have looked online to see that our policy requires customers to return items within 14 days. You received the incorrect shirt on9/23/14, and it is a shame that you are just now contacting us about this on March 1. Not only is this beyond the 14-day grace period, but 3 months after you first received the shirt. Why did your niece hold the shirt so long?
Sticko Shirt Company takes pride in offering our customers quality items, weeks after we mailed you the shirt we also emailed you a quality control questionnaire. If you had responded to the questionnaire, we would have been able to send you a coupon for 25% off your next purchase.
With that said we do not feel that any additional compensation is required on behalf of Sticko Shirt Company and no additional compensation will be offered to you. Keep the shirt, give it to a friend, or get rid of it. Do not send it back to us in the mail!
Once again, we do sincerely apologize for your incontinence and would like to keep you as a valued customer.
With Warm Regards