ONLY FOR PRO. DWAYNE MCFEE

Homework 11 Ford Motor Company Memo

(p.276, Number 12)

As the president's assistant at the Ford Motor Company, you received a customer letter. The customer

complains that her Ford Escort is a "lemon" and has cost her over $3,000 in repairs over a two-year

period after the warranty expired. She wants to be reimbursed $3,000. You cannot grant her request;

however, you can offer her a credit for $1,000 toward the purchase of a new Ford car.

Write a letter explaining the decision. Present your rationale in a way that acknowledges the customer's

concerns yet avoids paying for past repairs.