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3. Does the letter inform the addressee about the actions which are
being taken?
4. What do they suggest doing instead of providing refund?
5. Who is supposed to pay shipping costs?
6. When do they promise to supply the order?
ETERNA-TOOLS, INC.
Route 9, Saddlebrook, NJ 07666
April 19, 2008
Mr. Jack Patterson
Jack's Hardware Store
72 Elm Street
Kennebunk, Maine 06606
Dear Mr. Patterson:
We are sorry that the model 88b handsaws you purchased have not
lived up to your expectations. Frankly, we are surprised they have proved
so fragile and appreciate your returning them to us. Our lab people are
already at work trying to discover the source of the problem.
We are glad to assume the shipping costs you incurred,
Mr. Patterson. But may we suggest that, instead of a refund, you apply
the price of these saws to the cost of an order of model 78b saws. Your
own experience will bear out their reliability, and we are sure your
customers will be pleased with an Eterna-Tool Product.
If you drop us a line okaying the shipment, your 78b handsaws will
be on their way within the week.
Sincerely yours,
Robert Marx
Robert Marx
Sales Manager
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