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

Exercise 54

You are a musician who has ordered books of sheet music for a wedding reception that you and the other three members of your quartet will play for in two weeks. Unfortunately, when the books arrive, they are not what you ordered. You can return the music, but you still do not have what you need for the wedding in two weeks. You feel that because this is the company's fault, the company should overnight the right music at no charge to you. You'll gladly return the music you can't use, but you won't be paying the $7.95 shipping charge-that would be unreasonable since the mistake was not your fault. You called to talk with a customer service representative but got a message saying that all phone lines were busy and that for faster service, you should go to the company's customer support webpage. You go to the page and learn that you can type your message into a Web form and receive a response within two hours. Write a direct claim that gets you what you need.