Assignment 2.2: Bad News Message – Revised Version


Write a bad news letter to a customer who has requested an exemption to a company’s policy. Possible requests that would be subjects of bad news letters include:

A request for a refund or replacement of a $1,000 piece of equipment that broke after three years, one year past the warranty date. 
The message should take the “form” of a letter; however, you will submit your assignment to the online course shell. 

Follow proper format: Include “to” and “from” addresses and the date; include appropriate greeting and salutation; and use bullets as needed to emphasize key points.
Show appreciation and concern for the customer from the beginning (possibly with a brief buffer) and throughout the letter. Avoid being overly apologetic or complimentary.
Provide the turn down early in the letter.
Make the turn down clear by providing two (2) to three (3) key reasons for the turn down.
Provide an alternative and a positive expectation of a future with the customer

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