V. Edgar and Martha (Essay Questions 20-25) Martha works as a customer service r
ID: 382683 • Letter: V
Question
V. Edgar and Martha (Essay Questions 20-25) Martha works as a customer service representative at a local hardware store. The store's policy allows customers to receive a refund when they return any purchased item within 90 days of purchase with a receipt. Edgar is a friend of Martha who bought a grill from the hardware store 89 days ago. He brings the grill into the store and presents Martha with the receipt. Edgar tells Martha, "This grill just isn't working like I want it to." Martha can tell the grill has been used several times, and she even remembers attending a bar-b-que when Edgar used it. Question 20: If you were Martha, what is your immediate reaction to Edgar's requesting a refund for the grill? Question 21: May Edgar's friendship with Martha have any bearing on his decision to return the grill? Why or why not? Question 22: If you were Martha, what, if anything, would you tell Edgar? Question 23: What consequences, if any, might result if Martha gives Edgar a refund? Question 24: What consequences, if any, might result if Martha does not give Edgar a refund? Question 25: What, if anything, could the hardware store have done to prevent this situation? Vi. BONUS Question 21: Provide an example of a life-threatening situation that was resolved without conflict that we discussed in classExplanation / Answer
Answer 20:
If I were in Martha’s place, my immediate response to Edgar’s request for refund for grill would be that I will first enquire about what is the issue with the grill. As Edgar had mentioned that this grill isn’t working as what he wants. I would like to understand on what criteria is grill not satisfying his needs.
Answer 21:
In my opinion Edgar’s friendship with Martha must not have any bearing on his decision to return grill. Because he is returning the grill within the time limit of 90 days that is in stores policy. It is quite possible that he used this grill several times, even in bar-b-cue but the results were not as he desired, therefore, it took time for him to decide wither to keep the grill or to return it.
Answer 22:
If I was in Martha’s place, I would deal the situation professionally and being the customer service representative, it is my duty to identify the problem. Therefore, I will ask him relevant questions that what took him so long to return the grill, and what he is desiring from the grill, and factors have left him unsatisfied with grills performance.
Answer 23:
If Martha processes the refund to Edgar for the grill, the consequences that might result are:
Answer 24:
If Martha does not refund Edgar for the grill, the consequences that might result are:
Answer 25:
The hardware store must have reduced the time limit to 30-45 days in there return policy for avoiding such situations. 90 days is a log period and many customers can use products during this period and than return after serving their purpose of purchase. However, this is unethical and morally not justified but that is human tendency of majority. This will also leave store with heavy losses.
Also return policy should mention if the product is not found working or defective only than it will be returned. Therefore, store should work and redesign their return policy.
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