Questions 1 through 5 refer to the following faxes.

FAX: URGENT

To: Samantha Curnow, Leila Fashions

From: Annette Lyons, Head of Ladies Fashions, Alderson Department Store

Re: Order

Date: Decemer 15th

Sam,

The clothes and shoes that you sent us in the last delivery have proved to be an amazing success. They are just flying off the racks. Therefore, I would like to place an order for the following items:

An additional 5 dresses in each of the sizes you delivered before (a total of 50 dresses); 7 skirts in sizes 6 through 12 (even sizes only, a total of 28 skirts);

4 blouses in sizes 6 through 18 (2 pink and 2 black, even sizes only, a total of 28 blouses); and if you have any of those silver and pearl earrings, send us as many as you can. We want to have the clothes ready to go on sale within the next couple of days. Can you get them to us by midday on the 17th?

Let me as soon as you can,

Thanks,

Annette

 

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FAX

To: Annette Lyons, Alderson Department Store

From: Samantha Curnow, Leila Fashions

Re: Order

Date: December 15th

Dear Annette,

I’m sending this fax in reply to the fax you sent early this morning. I’ve spent the morning telephoning around our suppliers and factories, trying to gather all of the items you have requested. Unfortunately, this being the holiday season, the factory we use on a regular basis is already working at full capacity, trying to complete orders from other clients. I’ve tried to pull a few strings and get some favors done, but I’m not having a lot of luck. What I can do is send you everything that we currently have in stock immediately, and try to get the other stuff to you later, if at all. I doubt that we will be able to get the rest of your order made before Christmas, and I imagine that you won’t want to be stocking these items once Christmas has passed and you start moving into the bargain sale season.

Let me know what you think.

Regards,

Samantha

Question 1: Why were these two faxes sent?

Questions 6 through 10 refer to the following complaint and response. 

To: Customer Response (customer.care@hanley.co)

From: zelda22@hipmail.comSubject: Faulty goods

Date: May 19, 2006

I found this address on the side of the packet of one of your products, so I hope this is the correct address for complaints. If not, would you please forward this to the correct address? I am emailing you because of a problem that I experienced with a Hanley Electronics product. I have been using Hanley products for many years, and this was the first time that I have had any trouble. I recently purchased the Hanley Magic Straight/ Wave Hair tongs from the online shopping mail on your website.

I had seen them advertisement on television and in various fashion magazines. The problem is that even after waiting the recommended 5 minutes, the tongs did not really seem to heat up. I waited a further 5 minutes, but they still didn’t get any hotter. I tried using them like to receive a refund. Could you tell me how I should go about this?

Thank you for your time.

Zelda Whitfield

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To: zelda22@hipmail.comFrom: Alison O’Brian (aobrian@hanley.com)

Subject: Re: Faulty goods

Date: May 20, 2006

Dear Ms. Whitfield,

Thank you for your email altering us to the problem you have had with one of our products. I am sorry to hear that this has inconvenienced you. This is the first complaint of this kind regarding this particular product, and I can only imagine that a wire has become disconnected. We would be happy to refund your money full, including postage and packing. To obtain a refund we ask you to send the product (in its original packaging if possible), together with your name and address and order reference number to the following address:

Returns

Hanley Electronics

Byways Industrial Estate

Sacramento, CA 90786

Again, I apologize for any inconvenience and hope you will continue to use our products.

Sincerely,

Alison O’brian

Question 6: Why did Zelda Whitfield send an email?