Adjustment : Erroneous Charge for GPS Reversed: The writer of the letter set forth below is
too angry to compose a logical and rational claim. Her message is more suited to venting than
to achieving the goal of receiving a refund.
Your Task: Read the letter and instructions below. Then write a polite adjustment letter to
Pamela Eyring, Nambe Engineering Solutions, Inc. 2328 San Paulo St., Santa Fe, NM, 87505,
to secure the customer’s goodwill and future business.
The Letter:
January 30, 2022
Mr. Scott Hogarth
Regional General Manager
Protocol Car Rentals, 121 Aviation Drive
Santa Fe, NM 87507
Dear Regional General Manager Scott Hogarth:
You’re not going to believe this horror story I have to relate to you about how incompetent the
amateurish bozos are that work for you! You should fire the whole bunch at the Santa Fe Airport
branch. I’m tired of lousy service and of being charged an arm and a leg for extras that end up
not functioning properly. Calling your company is useless because no one answers the phone or
returns calls!
In view of the fact that my colleague and I were forced to wait for an hour for a car at the Santa
Fe Airport on January 4, your local branch people gave us a free navigation device. That would
have been really nice in the event that the thing had actually worked, which it didn’t. We advised
the counter person that the GPS was broken, but it took another half hour to receive a new one
and to finally start our business trip.
Imagine our surprise when the “free” GPS showed up on our bill, apparently costing a whopping
$180, plus tax! What came next would qualify as some dark Kafkaesque nightmare. I spent
hours over the next three weeks talking to various employees of your questionable organization
who swore that only “the manager” could help me, but this mysterious person was never
available to talk. At this point in time, I called your Santa Fe central location again and refused
to get off the phone until I spoke to “the manager,” and, lo and behold, he promised to credit the
cost of the GPS to our corporate account.
Was my nightmare over? No! When we checked the status of the refund on our credit card
statement, we noticed that he had forgotten to refund about $60 in taxes and surcharges that
had also been assessed. So much for a full refund!
Inasmuch as my company is a new customer and inasmuch as we had hoped to use your
agency for our future care rentals because of your competitive rates, I trust that you will give this
matter your prompt attention.
Your very upset customer
Pamela Eyring (End of Letter)
Instructions
Please Read the Following:
As assistant to Scott Hogarth, Regional General Manager at Protocol Car Rentals, you read the
shockingly irate complaint letter addressed to your boss.
Pamela Eyring, Sales Manager for Nambe Engineering Solutions, Inc., in Santa Fe, New
Mexico, has angrily detailed her tribulations with your company’s Santa Fe Airport branch. She
now wants the remainder of the refund. Ms. Eyring has no confidence in the Santa Fe branch
and is asking your boss to intervene on her behalf and reverse the remaining $60 charge. Mr.
Hogarth asks you to investigate what has gone so terribly wrong at the Santa Fe Airport
location.
You learn that the branch is an independent franchisee, which may explain such a laxness in
customer service that is unacceptable under corporate rules. In addition, you find out that the
branch manager, Dennis Garcia, was traveling on company business during Ms. Eyring’s rental
period and then left town to attend two management training seminars. Mr. Hogarth is
concerned that Protocol Car might lose this disappointed customer and decides to offer 20%
discount vouchers for the engineering company’s next three rentals, valid at any U.S. branch.
He wants you to draft the letter and enclose the discount vouchers.
