Adjustment Letter Assignment

Background

You are working in the customer service department at Ben & Jerry's, the premium ice cream
maker established in 1978 in Burlington, Vermont. Although premium ice cream is considered
recession-proof and inflation-proof, Ben & Jerry's faces a number of challenges when trying to
keep its customers happy.

A recent issue has to do with Ben & Jerry’s new packaging for its “Wobblewonk Vanilla.” Follow
the link below to learn more about this new eco-friendly packaging that has your customers
concerned:
https://www.packagingnetwork.com/doc/ben-jerrys-switches-to-unbleached-paperboard-0001

Task

Your boss has given you a claim letter from a customer. This customer opened a pint of Ben &
Jerry’s “Wobblewonk Vanilla” and then threw it out. He saw the brown inner lid and sides of the
package, and this disturbed him. He decided that his pint must have been used for chocolate
before it was used for vanilla, or he said, “The entire pint has gone bad and somehow turned the
sides brown.” Whatever the reason, he was not taking any chances. Although he had been a
long-time customer, he now wanted his money back. His last comment was, “I like your stand
on environmental and social issues, but I do not like my ice cream in used containers.”

Write a letter that explains the brown carton, justifies the reason for using it, and retains the
customer’s business. The letter should be addressed to Mr. Ahmad V. Kumamoto, 4545 West
Grisworld Road, Boise, ID 85051.