As president of Unicorn Travel, you brought a very complex print job to the Primera Printers in Rochester, New York. It took almost 15 minutes to explain the particulars of this job to the printer. When you left, you wondered whether all of the instructions would be followed precisely. You even brought in your own special paper, which added to the cost of printing. When you got the job back (a total of 1,500 sheets of paper) and returned to your office, you discovered a host of problems. One of the pages had 300 copies made on cheap 20-pound paper. This means that the printer must have run out of your special paper and substituted something else for one of the runs. The printer also made copies of your original photos and graphics, so that all the final prints were run from secondgeneration prints, which reduced the quality of the graphics enormously. What’s more, many of the sheets were poorly or improperly cut. In short, the job was unacceptable.

Because you were desperate to complete the job, you allowed the print shop to repeat the job using its paper supply. When you inquired about the cost, the counter person Hugh was noncommittal. He said you would have to talk to the owner, who worked in the Rochester shop. The repeat print job turned out fairly well, and you paid the full price of $782. But you are unhappy, and Hugh sensed that Primera Printers would not see Unicorn Travel again as a customer. He encouraged you to write to the owner and ask for an adjustment.

Your Task. 

Write a claim letter to Mr. Mitch Spiro, Primera Printers, 240 State Street, Rochester, NY 14608. What is a reasonable claim to make? Do you simply want to register your unhappiness, or do you want a refund? Supply any needed information.