FORUM DESCRIPTION

After you read Chapter 14, read Melissa Jackson's claim letter and Star-Tel's response to the letter on p.397 (#4) in your textbook, post a thread by answering the following (NOTE: this is not a team exercise as indicated in your text):

For the claim letter:

1. What are your initial reactions to the claim letter? Used what you have learned from Chapter 14 to support your response.

2. In terms of content and format, how effectively does the writer of the claim letter present his case? Identify three (3) things you have learned about claim letters. Does Jackson's letter align with what you have read about effective arguable claims? How does the letter measure up to the standards of an effective technical document you read about in Chapter 1? Use concrete examples from the letter as well as what you've learned about claim letters from the text to support.

For the Adjustment Letter

3. Does the response from the Customer Service Team propose an effective adjustment? Why or why not? Identify two things you have learned about adjustment letters and again, align your response with what you have read in the chapter).

Revise

4. How would you have written the claim letter? Include one revised body paragraph in your response.

Respond to one other student's post (to include the name of the student to whom you are responding) reviewing how that student responded to questions 1-4.

Star-Tel, your new Corona ME smartphone is the worst I've ever purchased! Two days into using it, I saw the back of the phone starting to smoke and the battery caught fire. The guy at the store said the battery must have been defective and replaced the phone. But three days later the same thing happened and sparks started coming out of it! Clearly it is not just the battery but something to do with the phone. It is too dangerous to keep using it, but I don't want to keep returning this phone and getting yet another defective product! I have lost hours of work this week because of this. I think you owe me-and everyone who's bought your defective phone - a refund! Star-Tel Communications Melissa, we're sorry to hear you weren't happy with your Corona ME. Problems like this are usually due to a defect in the battery or user error, such as exposing the phone to extreme heat. All of our products go through rigorous testing and safety checks before they're shipped, so we really don't see how this could be a problem with the Corona ME model. If you purchased the phone from one of our authorized dealers, they should provide you with a replacement at no charge or offer you store credit. Sincerely