Letter 1

Piano Services Ltd. Telex: 063 hurst 9 Telephone: 3345-0986 Fax: (095)-33567 Your Ref: Our Ref: JS/mc 3 June 20… Raznoimport 32/34 Smolenskaya Square Moscow 117656 Russian Federation Dear Sirs In our letter of 25 April 20... we informed you of the arrival condition of 4 Estonia grand pianos (numbers 3044, 3051, 3051 and 3054) shipped under Bill of Lading 295 of 30 March 20... on the "Taras Shevchenko" St.Petersburg / London. We now enclose the Original Survey Report from the neutral inspecting organisation which, you will note, completely confirms the details we gave you in our letter of 25 April. We also enclose invoices Nos 748, 749 and 803 issued by our customer Nicholas West and Company Ltd. to ourselves in respect of repairs to the lids of the above-numbered 4 pianos. This work was necessary in order to make these pianos fit for resale. These invoices total £2,047.50, the sum which our customer is pressing us for repayment. Bearing in mind the fact that these costs have been incurred as a direct result of manufacturing defects, inadequate packing and / or fixing of pianos inside the cases, we now officially request the early transfer of this sum (£2,047.50) to us, so that we could settle our customer's claim. We would be grateful for early telex confirmation of receipt of this letter and your agreement to prompt settlement. Yours faithfully JSnow John C. Snow Sales Manager Encl.: Survey report Invoices Nos. 748, 749, 803

Questions:

1. What kind of letter is it?

2. Is it John Snow's first letter of complaint in connection with this order? How can you prove your answer?

3. What did Mr J. Snow write in his letter of 25 April?

4. What is enclosed with the letter?

5. How can you account for the sum off 2,047.50 required by Piano Services Ltd.?

6. What is the cause of the complaint?

7. There is no Subject Line in this letter. What can you suggest? Think of a suitable Subject Line and its placement.

8. What plan did Mr J. Snow have in mind when he wrote this letter? Try to draw it up.

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