Reference no: EM133302185

Assignment: Read Problem-Solving Case; under the heading Adjustment Refusals; write a letter using block format with open punctuation.

Refusing a Return and Refund: As a customer service representative for a major retailer, you have to refuse Lisa Hornung's request for a refund. Lisa used your website's Contact Us form to ask about returning a treadmill she purchased four months ago. She says the treadmill motor is much louder than she anticipated and that the noise disrupts her workouts. She ordered the treadmill online and had it shipped to her house, but she wants to know if she should return it to the nearest retail store or ship it back to you, and she wants you to remove the
$879 charge from her credit card. The problem is that Ms. Hornung has waited too long to make this return. As your website clearly states, customers can return merchandise for any reason within 60 days of the purchase. After that, there is nothing you can do except recommend an authorized repair center. Any repairs would not be covered because the 60-day warranty has also expired, and she did not purchase the extended warranty that would have protected her for a full year. You have a good reason for your return policy. Many people buy fitness equipment thinking they will be motivated to work out but then quickly lose interest and regret their purchase. People will then say "it doesn't work" as an excuse to get a refund.

Question: Write to Ms. Hornung to give her the bad news. See if you can figure out how to keep her goodwill and her future business. You'll also need to resolve what to do about the loud motor