Mariana Is a Young Woman Who Spends a Good Deal

Essay

Mariana is a young woman who spends a good deal of her time and income on athletic and outdoor pursuits. She recently purchased a pair of in-line skates that got damaged within a week of use on her beach vacation. She wrote to Fleet of Foot (FOF), the manufacturer of the skates, to request a repair or refund and was disappointed to receive a letter denying either action. The letter flatly stated that FOF was in no way responsible because the style of skate Mariana purchased was not made for use near salt water or sandy areas. The letter further stated that Mariana would have known this if she had read the instruction manual and product warranty information.
-Discuss FOF's letter in light of the four goals of delivering bad news.