Q 3.

) Bad News – Claim Reusal (Marks 8 – Time required: 35 minutes)

Eight months ago, your Red River Valley Kennels established its website displaying its facilities and
inventory and offering its American Kennel Club (AKC) registered Doberman pinscher puppies for sale
at $ 900 each. You were delighted when almost immediately your first sale took place. The order was
Ms. Alicia Baumgardner of Modesto, CA, who wanted two. You shipped them by air and assumed that
all was well.

Today you received an email message from the lady telling you that “the dogs were not healthy from the
beginning, one died yesterday, and the other is also sick and may have to be put to sleep. I must ask you
to refund the purchase price. I should ask you to pay the veterinarian bills ($ 540), but I will forget about
that.”

You cannot accept the blame. You sent Ms. Baumgardener two healthy pups. They had been given all
the required injections and were carefully inspected prior to shipment by your veterinarian, Wilfred
Capaccio. You have his signed statement supporting the dogs’ health. Why did not Ms. Baumgardener
report any health problems before now? You do not believe her story. You do not think you are
responsible for what happened. After all, a lot can happen in eight months.

Now you will write Ms. Baungardener a letter refusing her request. You will be courteous but firm
and will try to explain your position, although you suspect she already understands.

Answer (3)

River Valley Kennels,

16th September 2020

Ms.Baungardener,
Modesto, CA

Dear Madam,

CLAIM REFUSAL

I hereby write this letter to decline your claim on unhealthy puppies send to you after purchasing
them online from our facility eight months ago. We are sad about the news of the puppies and we
are sorry for the death of one of the puppies. Unfortunately, I would like to bring to your
attention that before we shipped the puppies, they had undergone the required injection and were
carefully inspected by the company's veterinarian Winfred Capaccio and I have the signed
document that supported the puppies’ heath status.

We are sorry to let you know that the company is not in a position to refund the purchase funds
and pay the veterinarian's bills because you did not report the claim issues before then so we hold
you responsible for the healthy issues of the puppies since they have been under your care for the
past eight months.

Kindly cooperate with us. Thank you.

With Thanks & Regards,

Furqan Ali Khan

Supervisor - River Valley Kennels.

Assessment Rubric

• Content/Ideas/Relevance: 2
• Organizational Strategy (Direct/Indirect-Use of Buffer): 3
• Format: 1
• Language (Cohesion, Coherence & Accuracy): 2