A Matter of Mismeasuremen

Adjustment: A Matter of Mismeasurement As Sal Rodriguez, sales manager of Capitol Lumber and Hardware, you have a problem. Your firm manufactures quality precut and custom-built doors and frames. You have received a letter dated May 25 from Candace Olmstead (described in Activity 8.15). Ms. Olmstead is an interior designer, and she complains that the oak French doors she recently ordered for a client were made to the wrong dimensions. Although they were the wrong size, she kept the doors and had them installed because her clients were without outside doors. However, her carpenter charged an extra $376 to install them. She claims that you should reimburse her for this amount, because your company was responsible for the error. You check her June 9 order and find that the order was filled correctly. In a telephone order, Ms. Olmstead requested doors that measured 11 feet 4 inches, and that is what you sent. Now she says that the doors should have been 11 feet 8 inches. Your policy forbids refunds or returns on custom orders. Yet, you remember that in the early part of June you had two new people working the phones taking orders. Possibly they did not hear or record the measurements correctly. You don’t know whether to grant this claim or refuse it. But you do know that you must look into the training of telephone order takers and be sure that they verify all custom order measurements. It might also be a good idea to have your craftsmen call a second time to confirm custom measurements. Ms. Olmstead is a successful interior designer and has provided Capitol Lumber and Hardware with a number of orders. You value her business but aren’t sure how to respond. Your Task. Decide how to treat this claim and then write to Candace Olmstead, Custom Designs, 903 Hazel Dell Parkway, Carmel, IN 46033. In your letter remind her that Capitol Lumber and Hardware has earned a reputation as the manufacturer of the finest wood doors and frames on the market. Your doors feature prime woods, and the craftsmanship is meticulous. The designs of your doors have won awards, and the engineering is ingenious. You have a new line of greenhouse windows that are available in three sizes. Include a brochure describing these windows.