WEEK 6 HOMEWORK 1. Draft an email to Respond to a Claim 1. Draft an Email in which you Respond to a Claim by a Customer The necessary information is described below. You are a customer service agent for the Droid Company, a smartphone producer Your task is to respond to a claim by a customer Save the document as a PDF (or print as a PDF) and upload the PDF to E-Learning assignment folder, week 6 Situation and Information A customer demanded a brand-new replacement Droid smartphone under her wireless phone protection plan because of damage to her phone. The customer used phone retailer, Premier Wireless, at 901 Ste. Charles Avenue, who sent the phone to your company Your company is not planning on replacing her phone at no charge, but has the following options: The customer could buy a remanufactured model, from Droid, at a cost of $149 plus tax. The customer could purchase a new device at full retail cost. The customer is in month 20 of a two-year contract and is therefore eligible for an upgrade from their service provider. The following company policies are in place: Warranty repairs or replacements are not available for damage caused by operator fault Abuse to the phone is excluded from coverage under the protection plan The Droid manufacturing warrantee only covers manufacturing defects, but has expired Droid's Peace of Mind Plan costs $5.99 per month but only covers theft and malfunction not liquid or physical damage The following findings were made by the technicians in your company The dot inside the smartphone indicates in bright red that the device suffered prolonged exposure to liquid. The phone also shows signs of heavy external abuse and blunt force The technician's opinion is that the Droid had not been treated with proper caution and care, and he told you that he "had never seen such a gunky phone interior" No data backup was made by the customer Because the touch screen is not cracked or broken all data can be recovered