8-22. MESSAGE STRATEGIES: REFUSING ROUTINE REQUESTS [LO-4] Read the following document and (a)

analyze the strengths and weaknesses of each sentence and (b)

revise the message so that it follows this chapter’s guidelines.

I am responding to your letter of about six weeks ago asking for an adjustment on your wireless router, model WM39Z. We test all our products before they leave the factory; therefore, it could not have been our fault that your hub didn’t work.

If you or someone in your office dropped the unit, it might have caused the damage. Or the damage could have been caused by the shipper if he dropped it. If so, you should file a claim with the shipper. At any rate, it wasn’t our fault. The parts are already covered by warranty. However, we will provide labour?