Case Study 2

March 4, 2011

Mr. Michael Medina, Operations ManagerAmerican Custom Wood140 NE 136th AvenueVancouver, WA 98654

Re: Custom 12’ x 2” Provence Door

Dear Mr. Medina:

I am writing concerning the recent purchase from American Custom Wood of a customized Provence door ordered via telephone on May 17th. We received the order after a four (4) week waiting period. However, it arrived not cut to the ordered specifications of 12’ x 2”, but measuring 11’ x 10”.

Several issues lead me to request a reimbursement in the amount of $940.50:

1. My client required immediate installation of the finished door.2. The tradesman hired to install the door was required to rebuild the opening in

order to install it.3. The cost to rebuild the opening was $940.50.4. The least expensive option other than returning the door (a more costly

alternative) was to have the opening rebuilt and install the smaller door.5. A copy of the invoice is enclosed for your records.

As a loyal customer in a valued business relationship with American Custom Wood, I am disappointed at the workmanship produced for this order. The specifications requested a 12’ x 2” door and an 11” x 10’ door arrived – you must agree that there was failure on your firm’s part to provide the intended product; hence my request for reimbursement in the amount of $940.50.

Sincerely,

TODD E. COOPERContempo Interiors

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