(From Chapter 6 “Positive Messages”)
Case Study 6.17
Direct Claim: Righting a Wrong (Obj.3)
Adapted from Page 186, so please refer to this assignment sheet as the final word for assignment requirements
Have you ever bought a product that did not work as promised?
Have you been disappointed in service at a bank, restaurant, department store, or discount house or from an online merchant?
Have you had ideas about how a company or organization could improve its image, service, or product? Remember that smart companies want to know what their customers think, especially if they could improve their product or services.
Your Task
Select a product or service that has disappointed you. Using the positive message approach, write a claim letter requesting a refund, replacement, explanation, or whatever seems reasonable.
For claims about food products, be sure to include bar code identification from the package if possible.
Consider any proof you would need to include (not really, just for the letter) to prove you purchased an item or a service. (Use section Objective 3 in Chapter 6 to guide your content.)
