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

Exercise 32

You work in the customer service department for Trombley Kitchen Works, makers of high-quality kitchen utensils. You receive a phone call from a longtime customer, Tom Dahrman, who complains about the quality of your Trombley Pro 3000 knife set and asks for a refund. Mr. Dahrman claims that he had been using his knife according to how it was demonstrated on your television commercials but that the blade broke from the handle. When you ask him to elaborate, he mentions that on one of your television commercials, a man in a chef 's outfit uses a Trombley Pro 3000 knife to cut through a variety of objects, including chicken bones and even a steel pipe. After watching the commercial, Mr. Dahrman had broken the knife by attempting to cut through his rusty kitchen faucet, which was in need of repair.
This commercial is supposed to demonstrate the quality and sharpness of your knives but is very clearly a dramatization. In fact, there is an obvious disclaimer at the bottom of the television screen stating that the knife is not to be used to cut through pipe. Further, instructions that are included with the knife sets clearly specify how the knives are to be used and mention that they are intended solely for routine cooking tasks. In this case, you do not feel that Mr. Dahrman is entitled to the refund that he is demanding, as he did not use the knife the way it was intended to be used. When you tell him so, though, he grows angrier and insists on an adjustment. You assure him that you will speak with a manager about the situation and email him the resolution.
Your manager sometimes grants adjustments in complaint cases where a refund is not strictly warranted, but in this case he says "absolutely not." Inform Mr. Dahrman that Trombley cannot give him a refund and explain the manager's decision. At the same time, attempt to come up with a creative, realistic solution that will keep Mr. Dahrman a loyal and happy customer.