As Maya Sutcliffe, manager of the customer service at Cubicle Junction, respond to the letter from Case 7 and grant the request to waive $300 in shipping costs. In reviewing the customer service records, you immediately determined that the problem with the prefabricated office system resulted from the inclusion of five mismatched panels in the shipment. The bolts provided were compatible only with the ordered panels, not with those shipped in error, making it impossible for the parts to be assembled correctly. When only a few components require replacement, your company policy is to simply ship the replacement parts free of charge, not to demand the return of the entire order at the customer’s expense. In investigating the cause of the problem with the shipment, you discovered that a changeover to new software had temporarily disrupted inventory control at the time the order was processed. By bringing the matter to your attention, the customer has allowed you to implement a backup system so problems of this kind will not recur. The customer can expect to receive the new shipment in one week and can find technical support at www.cubiclejunction.com or at 1-888-288-4853.