Write a bad news message in response to the following scenario in as positive a

Question

Write a bad news message in response to the following scenario in as positive a was as possible.

The task: As a customer service representative for a manufacturer of upscale kitchen appliances, you're going to have to say no to Janet Hay's request for a refund. According to the handwritten note she included with the food processor that she just shipped back to you via UPS, she had ordered the item almost three months ago, when it was on sale. She had then stored it until her niece's wedding. But when the niece got around to using the food processor, it made a weird sound and electrical smell. So Ms.Hay has sent it back and is asking for a refund to her credit card. The problem is that Ms. Hay has waited too long to make this return. As the packing slip had indicated, any defective product(s) need to be returned within 60 days of purchase. After that, there is nothing you can do except recommend an authorized repair center. Your company's policy is to handle such cases in writing, so you will need to write to Ms. Hay to give her the bad news. See if you can figure out how to keep her goodwill and her future business. Your alternative solution must be reasonable. This means that you cannot change the company policy, and you cannot offer to fix her food processor for free.

Explanation / Answer

July 28, 2018

Upscale kitchen appliances

321 XYZ Drive

ABCD, CA 95502

Ms. Hay

57 xx bb Drive

ABX Hill, NC 33515

Dear Ms. Hay,

I'm Sidney Lee from the Service department here at Upscale kitchen appliances everyone call me Sid and you are most welcome to call me. I have attached your first kitchen appliances magazine of the year to say a huge thank you for all of your support and being the loyal customer.

I sincerely apologize for the inconvenience these issues may have caused you. It is always our intent to provide you with the best service. It’s beyond our reach and we could not offer any assistance after 60 days of purchase. Please find if there is attached warranty card from manufacturer side. We have to recommend authorized repair center from where you can get service at low cost. Please find the attached list of repair center. If there is some issues caused during shipping of product please raise an ticket to investigate with the shipping service and let us know.

We would like to invite you to give us a second chance to make things right. Please accept our sincerest regrets for falling to meet your expectations. We have to offer you A free delivery on your next order or a $2 off voucher if you spend over $30 on your next order.

Thank you for your order and becoming customer of Upscale kitchen appliances. We appreciate your business and are ready to provide even better service for you in the future.

Sincerely,

Sidney Lee

Customer Service Representative

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