Your company, Masterpiece International, sells paintings through its website and

Question

Your company, Masterpiece International, sells paintings through its website and catalogs. It specializes in workplace art intended for offices, executive suites, conference rooms, and common areas. To make shopping for office art easy, your art consultants preselect art, making sure that the finished product is framed and delivered in perfect shape. You are proud that Masterpiece International can offer fine works of original art at incredibly low prices. Recently, you received an e-mail from Heinz Property Management claiming that a large oil painting that your company sent had arrived in damaged condition. The e-mail said, “This painting sags, and we can't possibly hang it in our executive offices.” You were surprised at this message because the customer had signed for delivery and not mentioned any damage. The e-mail went on to demand a replacement. You find it difficult to believe that the painting is damaged because you are so careful about shipping. You give explicit instructions to shippers that large paintings must be shipped standing up, not lying down. You also make sure that every painting is wrapped in two layers of convoluted foam and one layer of Perf-Pack foam, which should be sufficient to withstand any bumps and scrapes that negligent shipping may cause. Nevertheless, you decide to immediately review your packing requirements with your shippers. It's against your company policy to give refunds or replace paintings that the receiver found acceptable when delivered. However, you could offer Heinz Property Management the opportunity to take the painting to a local framing shop for restretching at your expense. The company could send the restretching bill to Masterpiece International at 438 West 84th Street, New York, NY 10024. Your Task Compose an e-mail adjustment message that regains the customer's confidence. Send it to Henry M. Heinz at hmheinz@heinzproperty.com.

Explanation / Answer

Hi Henry,

This is reference to the email that we received from you regarding the replacement of the painting that you was delivered to you. We understand the inconvenience that you are going through we are apologetic about it. We at Masterpiece International value our customers more than anything and would like to do the required accommodations for the issue that you have experienced,

As conveyed by you, the painting sags and it is not possible to display the thing in the office and we understand the issue but while accepting the product the representative at Heinz accepted the product without raising any concern which has made the situation complex because if a product is accepted without any issue then it is against our company policy to issue a refund or replacement but as we have always valued our relationship with the customer so I will like to request you to go for restretching in any local shop and the expense incurred will be remunerated by us. Once, the restretching is done, please send the bill to our primary office at Masterpiece International at 438 West 84th Street, New York, NY 10024.

I hope I have been successful in resolving the issue that you are going through and we regret the inconvenience caused. Please reach out to me in case of any concerns.

Thanking You

Name

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