Lesikar's Business Communication: Connecting in a Digital World 13th Edition by Kathryn Rentz,Paula Lentz

Exercise 63

Point out the shortcomings in this message granting a claim for a fax machine received in damaged condition. Inspection of the package revealed that the damage did not occur in transit.
Dear Ms. Orsag:
Your May 3 letter in which you claim that the Rigo FAX391 was received in damaged condition has been carefully considered. We inspect all our machines carefully before packing them, and we pack them carefully in strong boxes with Styrofoam supports that hold them snugly. Thus we cannot understand how the damage could have occurred.
Even so, we stand behind our product and will replace any that are damaged. However, we must ask that first you send us the defective one so we can inspect it. After your claim of damage has been verified, we will send you a new one.
We regret any inconvenience this situation may have caused you and assure you that problems like this rarely occur in our shipping department.
Scott Hilderbran