Refusing Claims Examples

Thank you for your letter concerning the CDs supplied to you recently. You would have read in the user’s guide provided along with the CDs that these disks are especially vulnerable to ultraviolet light and heat. Therefore you are required to handle them with care. We have examined the disks that you returned and noticed that you have subjected them to severe rubbing to remove stubborn stains. Your defective handling seems to have altered the reflective properties and hence the readability of the disks. As you know the one-year warranty offered on the disks is against any manufacturing defects and not against defective handling. So it’s not possible for us to replace them. However, if you are willing to pay the cost, we can send you replacements for all the 20 disks you have returned. I am sorry for the inconvenience you have experienced. I will send replacements as soon as I have your confirmation. Good buffer, but not followed by stating the problem Blaming the customer for not reading the user’s guide Direct refusal without cushioning the bad news Emphasizing the alternative and introducing a compromise Giving decision firmly, yet indirectly. Giving alternative Stating the reasons for the problem logically without blaming or accusing the customer Good buffer, followed by stating the problem through apologizing for the inconvenience in the suitable position Thank you for your letter concerning the CDs supplied to you recently. We are sorry to hear about the inconvenience you have experienced because of the distorted readability of disks. We have examined the disks returned to us and noticed that they have been subjected to severe rubbing with some hard material, apparently to remove stubborn stains. As the medium on which data is written is unprotected, direct handling of the disks with fingers and exposure to dust seems to have altered the reflective properties and hence the readability of the disks. The one-year warranty offered on the disks is against manufacturing defects and not against defective handling. We can, however, replace the 20 disks returned to us at the normal price. I will send replacements after I have your approval. I asked Mr. Adam Hafez, our software engineer, to call on you and explain personally safe ways of handling CDs. Regards, Accusing the customer using negative words Incorrect position to apologize for the inconvenience