Message Strategies: Refusing Claims and Requests for Adjustment [LO-4]

Your company markets a line of rugged smartphone cases designed to protect the sensitive devices from drops, spills, and other common accidents. Your guarantee states that you will reimburse customers for the cost of a new phone if the case fails to protect it from any of the following:

(1) a drop of no more than 6 feet onto any surface,

(2) spills of any beverage or common household chemical,

(3) being crushed by any object of up to 100 pounds, or

(4) being chewed on by dogs, cats, or other common household pets.

Jack Simmons, a rancher from Wyoming, emailed your customer support staff requesting a reimbursement after he dropped his iPhone in his hog barn and a 900-pound boar crushed it with a single bite.

Your task: Write an email response to Mr. Simmons, denying his request for a new phone.