1. Read the following article: “Definition of an Adjustment Letter.” Write a paragraph in your own words explaining why you think Andrea B. Geffner gives the advice she does about adjustment letters. In other words, explain why you think she says the things she does. Why would following her advice work well and limit the damage to the company? Pick out specific pieces of advice she gives and then explain what you think it accomplishes or why not doing it would be a problem.
2. Now read the following “Bad Adjustment Letter” in which I respond to a customer’s complaint that their hard drive failed and they lost valuable information that they now want my company (the hard drive manufacturer) to compensate them for. Find seven specific problems in my letter. Don’t just say “the tone is disrespectful” without pointing to specific examples. Explain to me why these examples will be a problem (in other words how will they negatively affect the company). These problems can be related to the article you previously read or based on how you would feel as a customer.
Quality Storage Media
2077 Highland Rd
Burley, ID 84765
Dale Devlin:
QSM will be unable to fulfill your request for $1500 to compensate for your lost business plan. The warranty for the external drive in question covers only the drive itself, not the value of information on the drive. It would be impossible for QSM to be liable for the information stored on its drives since the value of that information could be anything. Any company would quickly go out of business if it had to not only replace defective products but also insure everything that product touched. There really is no way to confirm the monetary value you placed on this info either.
The purpose of an external hard drive like the one in question is usually to back up information from another drive. You shouldn’t use it as your only savepoint. Valuable information should always be backed up to avoid exactly the problem you are now facing.
It’s not all bad news, though. The defective drive is covered so at least you won’t be out that money. You do need to ship the defective drive to us so QSM can make sure that the drive is defective. It could just be user error. QSM, unfortunately, receives complaints all the time from users who simply left the drive in a hot car or spilled soda on it and then demand their money back. Once QSM is sure that your complaint is valid then a new unit will be shipped to you. It usually doesn’t take long.
If you are worried about this happening again, why not buy a second drive? Then you’ll always have a back up when one drive fails.
Paul Hackman
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