Bad News Letter
Dear Mr. (Name of Professor),
Thank you for your letter of February 26, 2016 describing the issue you had with the product. We are sorry to discover that you encountered such a pity product error as an obscene mark on the paper that rendered it useless. Our company strongly believes that paper is very important for any office work and it should be impeccable. However, some failures still may happen when we have a busy season and too much of a workload.
Dunder Mifflin Paper Company has been a leader in the industry for more than 10 years and we owe our success to well-qualified management and low purchase prices that make us highly competitive in the market. Our profit depends on the mass purchases, and if we cared only about income, our prices would have to be much higher. However, we state that our mission is to make our clients satisfied with the quality and the price, so that small and middle enterprises (the majority of our clients are S&M business owners) can thrive.
Our Payment Department reviewed your request for refund the amount you have spent on the order placed in our company. However, I regret to inform you that it has been denied. Unfortunately, we cannot provide you with a full or partial compensation upon delivery as such option is prohibited by the statute of our company. The contract we signed in 2015 states that any compensation when the order has been delivered to the client is impossible. You can call Dunder Mifflin Paper Company Call Center (000)000-00-00 in order to get more details regarding our refund/compensation policy.
In the letter, you mentioned the alternative option of replacement. We regret to mention that the 14-day return period has expired the day before you addressed us, and this makes impossible taking the order back. Our Call Center managers may provide you with all the required information regarding replacement procedure in order to avoid such problems in the future.
We understand the complexity of the situation, and we are happy to offer you an alternative option. You may place a new order from us with 50% discount, provided it has the same requirements and be on the same amount. Please, be informed that such a huge discount forms a precedent at our company. We value our cooperation and long-lasting business relationship that is why we are happy to assist you to the best of our ability in the situation at hand.
We are happy to learn that you have been a loyal client of Dunder Mifflin Paper Company for almost three years. We are pleased that you, like many other our clients, have discovered exceptional quality of our products and reliability of our company. Therefore, we offer you an additional 5% discount for every new order you place with Dunder Mifflin Paper Company. Moreover, we advise you to contact us immediately in order to have a manager assigned that will serve you as one of our reliable clients. The procedure will not take much time, but will include signing an additional agreement.
If you choose our discount offer, feel free to contact our Call Center or visit us anytime in order to settle all the arising issues. We are happy to serve you and will be happy to continue our mutually beneficial cooperation.
Sincerely yours,
