You work for Wonder Treats, an online company that sells cookies, cupcakes, and other treats for parties. After making purchases online, customers receive their order by one-day mail. Today, you received a message from Jamie Lockingers complaining that the cookies ordered for a birthday party (totaling $365) did not arrive satisfactorily.

"The plastic wrap around the cookies had a tear when I first opened the box," wrote Jamie. "The icing on the cookies was hard like a rock, and party guests almost chipped their teeth. And the few guests who managed to bite through the icing complained that the cookies tasted stale. These treats were the worst part of my party. Please send me a replacement shipment immediately or refund the cost of the cookies."

According to company policy, Jamie is eligible for both a replacement and a refund because Wonder Treats has a freshness guarantee. You ask your colleague Mika to draft a response message to Jamie. A few hours later, Mika stops by your office to show you the response message:
Dear Sir:

Your letter of the 23rd has come to the attention of the undersigned.

I'm sorry you weren't happy with the cookies you've ordered, but it isn't the fault of Wonder Treats. I checked to see what could have caused the issue and everyone at our warehouse agrees that you're at fault. Per your message, you noted that the plastic wrap around the cookies was torn. After talking with our warehouse managers, we are all in agreement that you probably cut the plastic wrap when opening the box. The box clearly indicates in red letters how you should open it. The tear in the plastic wrap probably caused the icing to harden and the cookies to go stale from the time you opened the box until the time of the party.

Please be advised that our company policy does allow for you to receive a $185 refund—the cost of your order. However, you have not adequately complied with our Terms of Agreement that you agreed to before placing your order. You must follow the instructions contained in that agreement precisely if you expect us to refund you. Also, we can send you a replacement shipment of cookies.

We look forward to your future orders with Wonder Treats!

Sincerely,

Mika Inca, Wonder Treats Customer Relations

After reading the message, you realize that Mika needs some help with effective business communications.

 

1. What principles of effective communication does she violate?
2. List all of the issues that her message contains.
3. Rewrite the email letter using what you have learned about effective communication.