July 1, 200x

Metro Flooring Direct

2409 Emmons Road

Jackson, MI 49276

Dear Metro Customer Service:

How many times do I have to write or call? You offer a

15-day satisfaction guarantee, and we returned a

shipment of 400 square feet of Classic Walnut

Vintage Brown flooring in wide plank style. That return

was sent within the 15-day guarantee period, but we

have not seen any credit to our account.

I called on May 6 and was told that the manufacturer

would charge a 15 percent restocking fee. OK, I'm

willing to pay that. So I was given a return

authorization, and I returned the flooring. But to date I

have not seen a credit to the Floors R Us account. I

also sent a letter on June 1.

What good is your satisfaction guarantee if it is not

honored? I'm definitely dissatisfied!

Angrily,

Discussion Questions:

1. Does the opening begin with a compliment, point of

agreement, statement of the problem, or brief review of

action taken to resolve the problem?

2. Does the body provide identifying data so that the

receiver can locate appropriate files?

3. Does the writer enclose document copies?

4. Does the writer appeal to the receiver's fairness and

desire for customer satisfaction?

5. Does the letter sound angry?

6. What action does the writer seek? Is that action clearly

stated?

7. Does the letter show courtesy and respect?

8. How would you feel if you were the receiver?