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In: Operations Management

You are the owner of Clean Rite Carpet Cleaners, and company that cleans carpets using a...

You are the owner of Clean Rite Carpet Cleaners, and company that cleans carpets using a special chemical process. You do not guarantee success, but you have a good reputation for getting out stains. Sam Jones is placing his house for sale and preparing for an open house. One of the carpets has a red stain that came from the painted wooden chair leg. When you left after cleaning the carpet, the stain appeared to be gone. However, you received word that the stain reappeared and Mr. Jones is requesting one-half the cost of a new carpet. Their open house is only a week from now, and the stain could discourage buyers. Write a letter refusing the request using the format discussed in Chapter 8 and in class.

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Expert Solution

ABC

Rite Carpet Cleaners

07/11/2018

Mr Sam Jones

XYZ Avenue

Sub: Your concerns regarding service quality and request for damages.

Dear Mr Jones,

I sincerely thank you for availing our carpet cleaning services and deeply regret to learn that our services could not live up to your expectations.

The carpets are different in nature owing to the raw materials they are made from and the way they are constructed. The staining materials are basically the chemicals of different kinds, that react with the material of carpet and form a stain. The ease of removal of stain depends on the type of chemical bonds formed by the staining material with the carpet's raw material, which also have certain chemical structure. These bonds are sometimes so strong that they can not be broken easilty and stain can be removed upto a limit only, as any further efforts lead to the deterioration of the material. This is the reason why we don't guarantee removal of stains in all cases.

We are committed to provide best services to our customers and do whatever is in their best interests. We regret the inconvenience caused to you, however, claims of any damages due to non removal of stains are not entertained under company's policy, owing to above mentioned reasons.

I believe you will understand our concerns and would give us another chance to be of service to you in future.

Yours faithfully

ABC

keosha answered 1 year ago
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