(50 pts)

You are the manager of Midwestern Heating Supplies, a wood-burning stove distributor. A customer, Jill Ferguson, purchased a stove from your store four months ago, the Franklin Warmer, Model 874-B. However, Ferguson has called your store repeatedly in the last few weeks. She has been angrily complaining that the stove "isn't working right," and waxy deposits are building up on the interior of the stove. She also claims the stove is not putting out as much heat as it originally did. In calling and talking to her, you discover that she and her husband routinely start fires in the stove by using a fire-starter log made of pressed-wood byproducts and other flammable substances. You recognize the problem. Because they contain waxes and resins that coat interior walls and clog heating vents, fire-starter logs should not be used in your stoves. When the stove was delivered, Ferguson also received a brochure that contained instructions that warned users about substances that could damage their stoves. Nonetheless, Ferguson claims that the company owes her a new stove.

Write Jill Ferguson a letter explaining the situation and refusing her a new stove.

Overall, the document should:

• -use full block letter format
• -unlike the examples, use left justification, not full justification
• -use an indirect organizational plan
• -include a buffer within the document
• avoid negative words in the buffer
• -include a sense of diplomacy
• -show the "you" attitude
• -clarity is important, be as concise as possible
• -prioritized information based upon the bad news/diplomatic approach
  
  

The opening paragraph should:

• -include a well planned and executed buffer
  

The middle of the letter should:

• -explain essential details about the problem, relating to the reader's needs
• -set the stage for breaking the bad news, telling why you must say no
• -include a paragraph that breaks the bad news
• -often the opening sentence here contains the bad news in a subordinate clause
  

The closing paragraph should:

• -express goodwill and diplomacy
• -emphasize business promotion or optimism to the reader
• -suggest future actions that could avoid a repeat of the problem
• -ask the reader for comments, raise questions, or offer suggestions