Bad news message Assignment

subject area: introduction to professional writing
type of document: business letter

Your next writing assignment will be a bad news message. You have two options to choose
from in writing this assignment. The options are described below.
________________________
Option #1:
You are the founder of a SuperMicro, a computer store in your area. You sell all of the name brand computers—Dell, Acer, Hewlett-Packard, etc.—for prices that are competitive with the large retail stores in your area. You also provide repair and troubleshooting services at a reasonable cost. When you sell a new laptop computer, you provide a one-year warranty on it. If a customer would like to purchase a three-year warranty, he or she may do so for $40.00. You received the following letter from one of your customers, Ms. Rachel Smith.

To Whom It May Concern:
I purchased a Dell 300 laptop computer from your store on May 16, 2015. I have been very satisfied with the computer. However, last week, I saw message noting that my computer is experiencing a hard drive failure. I
cannot use my computer anymore. I am writing to request a new Dell 300 laptop or a similar laptop to replace my current Dell 300
laptop. I have been a regular customer of SuperMicro, having purchased a desktop four years ago and having made other purchases of accessories for my family members and me in the past several
years. I have the receipt from my purchase of the Dell 300. I look forward to hearing from you soon.
Sincerely,
Rachel Smith

You have to write a letter back to Ms. Smith informing her that her one-year warranty has expired. In addition, she did not purchase the three-year warranty. For this reason, you cannot repair the computer at no charge. You might mention your repair services and their cost. You might also refer her to instructions on how she can repair the hard drive herself. Overall, you may take any approach you feel is best when responding to her. This is a typical “bad news” situation that any vendor encounters. Your goal is to inform the customer of the situation but also keep her business. You will write a letter in business format that provides a buffer statement, describes your reasons for not being able to replace the computer, and provides other options for Ms. Smith.

Length of your message:
Your letter should be 200-400 words in length.

SAMPLE SOLUTION

Bad News Message

Dear Rachael Smith,

We would like to acknowledge receipt of your letter regarding the Dell 300 laptop you purchased from our stores on 16, May 2015. We are happy that you have enjoyed and have been satisfied with the computer. However, after considering your request for a new Dell 300 laptop or a similar one for replacement, we regret to inform you that we are unable to meet your request. Our failure to meet the request is based on two pieces of information that our sales persons communicate to our clients at every purchase time. The first piece of information is about the two types of warranties that we offer. The first warranty lasts for twelve months and is given at no cost to our customers while the second type is a three-year warranty. This three-year warranty, however, attracts a fee of $40.00. Our records indicate that you took the one-year warranty…