Case Study Details
You recently decided to purchase an all-in-one printer, scanner, copier and fax to use with your new Dell Inspirion 17R laptop. To save a little money after splurging on the computer, on March 1, 2012 you headed straight for E-Shack—the local Charlottetown discount electronics store with the cheapest prices in town. You’ve had good luck with their products in the past; in fact, you have never heard from anyone that has had a problem with anything bought from E-Shack. That said, they do maintain a policy of no refunds or exchanges on all purchases, which is posted throughout the store and on all receipts. Before you paid for the Lexmark X6100 series all-in-one bargain priced at $80, you asked the cashier if it was compatible with your new Dell laptop, and were assured that there would be no problems. When you returned home, you couldn’t get the laptop to recognize the all-in-one. Some online searching revealed that this model is not compatible with Windows 7, which you are running. Feeling let down, you returned to the store with this information. The manager, Charlie Charlis, understood your problem; however, he also said that while he would be happy to sell you a compatible all-in-one, he could not give you a refund or exchange the printer, even when you offered to purchase a more expensive compatible model. In the end, Charlis suggested that you write to the Regional Manager, Dereck Gaborick, at #149-10007 19A Street, Charlottetown, Prince Edward Island to make your request for store credit that you can use to buy a compatible printer. Date your letter March 6, 2012.
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