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Essay / Research Paper Abstract
This 5-page paper focuses on a customer complaint letter on behalf of Stovall Home Products. Also under discussion is why the letter was written the way it was. Bibliography lists 2 sources.
Page Count:
5 pages (~225 words per page)
File: D0_MTnegamess.rtf
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Unformatted sample text from the term paper:
Ms. Anne J. Thompson. In this particular case, Ms. Thompson sent a letter regarding the use of Stovalls White-n-Brite Liquid Bleach to remove coffee stains (Erdman and Hildebrandt, 1998). The
product didnt work and instead made things worse by turning the treated areas around the stains an ugly yellow (Erdman and Hildebrandt, 1998). Adding to the problem was that the
jacket was new and the customer felt it was Stovalls responsibility to replace it, to the tune of $225, plus tax (Erdman and Hildebrandt, 1998).
In investigating the complaint, it was found that, first of all, the jacket was made from a resin-based, stain-resistant finish that isnt compatible with dry or
liquid bleaches, and the product in question came with a tag that warned the customer against any kind of bleaching (Erdman and Hildebrandt, 1998). Second, the White-n-Brite product label cautions
consumers against using the product as a local spot remover (Erdman and Hildebrandt, 1998). It was recommended that for garments with resin-based finishes, that the customer soaks the entire garment
in a solution of cold water, sodium sulfate and white vinegar, then rinse it (Erdman and Hildebrandt, 1998). Another was to send the garment to Stovalls labs (at Stovalls cost)
to determine if perhaps the personnel could take care of the issue (Erdman and Hildebrandt, 1998). Clearly, the consumer was in
the wrong in this instance, as she didnt follow directions. But telling the consumer she was an idiot for not reading labels, and that Stovall cant take responsibility for stupidity,
is not a good way to win friends or influence people (or to keep customers). Therefore, the student needs to draft a concise letter that sympathizes with Ms. Thompson, even
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