Technical Writing I: Adjustment Letter

Students had to write an "adjustment" letter as an assignment for Technical Writing I. We were required to use pathos or ethos as a way to focus on the needs and feelings of the customer. This had to be achieved with words and emotion, not just with solutions. 

Mr. Lyle Waterbottom
Waterbottom Biological Research Organization
288 Samson Avenue
Blakeslee, AZ 14268

Dear Mr. Waterbottom:

American Refrigerator Company is sorry to learn about your unfortunate loss of your research samples. Most importantly, the company sincerely regrets to be informed about your recent disappointment and frustration with the commercial refrigerator that you purchased from us six months ago.

Due to your claim and details regarding the commercial refrigerator, as well as its damage, American Refrigerator Company will be more than willing to replace your current refrigerator with a newer model that has just been released. Also, the company will give you a check of $600 that will cover the loss of money and damage of your research samples. The check will be mailed separately and should reach you in approximately three business days.

American Refrigerator Company sees you as a valued customer and is aware that you have been a loyal client for eight years. Therefore, we take full ownership of the problem you encountered with our product.  We hope that the replacement and check will satisfy you and we also hope that the problem will not affect the relationship you have with the company.

Sincerely,

Kayla Morales
Sales Manager, Sales & Service