Question

Discuss one of the shortcomings in this message granting a claim for a scanner received in damaged condition. The box was damaged when it arrived in Ms. Nelson’s office, but she has no proof that Mr. Hicks’s company is at fault. Would a direct or indirect approach be more appropriate?

Dear Mr. Hicks:

The Rigo Scanner Model 391 was in damaged condition when I received it on November 2. I doubt that the damage was the result of anything that happened here because our shipping employees treat each package with care. I can only assume that you sent the damaged package from your office.

I’m guessing you stand behind your product and will replace it. I will return the damaged unit.

This has caused me a great deal of inconvenience, so I am sure you will do what you can to make things right and assure me that problems like this rarely occur in your shipping department.

Molly Nelson

Answer 1

I believe that direct approach may be beneficial at times but in this case Molly should have used indirect approach because she is unaware of the actual cause behind the damage of the Scanner. She has conveyed that she doubts that the shipping employees has caused the damage because they always have treated packages with care and again she has directly put the blame on the company. I guess that the approach has been direct and also the tone of the message has been bit on the dominating side which was not expected, she may have been anxious because of the inconvenience caused but she needs to maintain her tone while communicating related to business.