Part IV. Response Letter (3 pts)

You are the manager of Fit Family, a store that sells exercise equipment. The letter below has just arrived. Answer it in standard business letter format (please type your letter and print it out; make sure to proofread it for spelling, grammar, and punctuation errors). Remembering that your store’s profits are what feeds your family and keeps a roof over your head, you will need to deny the adjustment requested. However, you can propose an alternative. Following the letter, you will find additional facts to help you compose an answer to your customer.

The Complaint Letter:

May 11^th, 2021

Dear Gentlemen:

Two months ago I bought a Tunturi Model X-190 rowing machine from you. This thing is a piece of junk and you ought to be ashamed of yourself for selling it! It has given me nothing but trouble. The seat of the rower, the thingamajig I sit on to “row” back and forth, rides on little wheels that straddle a metal rack. The action is cushioned by little transparent, rubbery donut-shaped things on the wheels. The first time I used the machine, the little donuts fell off. I put them back on. They came off twice more. Then one of them broke as it came off. When they come off, they sort of rub against the track with the weight of the seat (and me) smashing them. I came back to your store and got some more donuts. The new ones came off just like the old ones. I’m through listening to your patch-up solutions. I am very angry. What ever happened to American craftsmanship? I want my money back and I want it now. Just what do you intend to do about it?

Sincerely yours,

Elvis Rinale

110 4^th St.

San Gabriel, CA 91700

Some additional facts you may want to take into account:

¨Mr. Shaffer is a loyal and valued customer of many years. He has been putting together a home gym a little at a time. So far, he has purchased three pieces of equipment from you and a number of accessories.

¨No other customer has complained about the rowing machine.

¨Mr. Shaffer weighs 350 pounds and is under doctor’s orders to exercise, diet, and lose weight.

¨Tunturi is the only brand of rowing machine you carry.

¨Two days before Mr. Shaffer’s letter arrived, you received a registered letter from the Tunturi Corporation addressed to all its dealers. The letter said that they had received a bad shipment of rowing machine “tires” (that’s the gizmo Mr. Shaffer is so steamed about). The polyurethane used in this batch was of a lower density than specifications, and would collapse under continued use or under great weight, keeping the seat of the rowing machine from sliding forward and back as the person rowed. Tunturi said they had placed an emergency order for replacement tires, and the tire manufacturer had promised delivery within 30 days. The tires would be sent out to the dealers immediately upon receipt. Dealers would then have to recall and retrofit all Tunturi rowing machines sold within the last 60 days.