Claim:

Dear Sir or Madam, On August 2, we ordered and subsequently received one case of handsaws, model 78c. We paid for the order with our check no. 2832. When we decided to order these saws instead of model 68c, it was at the urging of your Sales representative, Jim Thomas. He assured us that the new saws were more durable and efficient than the older model. However, we have now had the saws on our selling floor for three weeks and already extremely dissatisfied customers have returned seven with broken teeth. We are therefore returning the entire order of 78c saws and would like to be refunded for their full purchase price plus shipping expenses. Yours truly, Adjustment Dear Mr. Peterson, We are sorry that the model 78c handsaws you purchased have not lived up to your expectations. Frankly, we are surprised that they have proved so fragile and appreciate your returning them to us. Our lab people are already at work trying to discover the source of the problem. We are glad to assume the shipping costs you incurred. But may we suggest that, instead of a refund, you apply the price of these saws to the cost of an order of model 68c saws. Your own experience will bear out their reliability, and we are sure your customers will be pleased with an Forever-Sharp Product. If you will drop us a line accepting the shipment, your 68c handsaws will be on their way within the week. Sincerely yours, Complain Dear Dr. Peters, On the afternoon of October 9, my neighbor's daughter, Susan Oslo, was raking leaves in her family's yard when she tripped and fell. From the degree of pain she was obviously experiencing, I suspected she might have broken her ankle. Thus, as the only adult around at the time, I drove her to your hospital. When we arrived at the emergency room, no one was available to help Susan from the car, and I had to help her hobble in as best as I could. The effort increased her pain, yet when we were inside, the receptionist, without looking up, told us to take a number and wait our turn. We waited for more than two hours before a doctor saw Susan. As a member of the community your hospital serves, I am outraged by the treatment my young neighbor received. The lack of concern was upsetting; the lack of attention could have been life threatening. All of us in Shamlet County deserve better treatment, and I hope you will look into the situation to see that an employee of your institution never again inflicts the suffering caused Susan Oslo. Yours truly,

Confirmation Dear Ms. Jansen, Thank you for calling me on April 16. This will confirm our telephone discussion about prices on the Modu-Screen acoustical partitions. Here is the information I gave you during our talk. Partition dimensions Regular price each Special price each (15 or more) 4 x 4-foot straight/TD $123.85 $95.35 4 x 5-foot straight $130.00 $112.85 The prices indicated apply to all four colors available in modacrylic partitions. All frames (clear and anodized aluminum) and hardware (end legs and top caps to match frames) are provided at no extra cost. These prices will be slightly higher after April 30. I am prepared to send you the partitions you need upon receipt of your order, and I look forward to hearing from you. Yours very cordially, Contract one Evergreen Landscaping Contract proposal Proposal submitted to: Bill Waits 349, Smith St. Seattle, Washington 72097 January 23, 2000 Job Name: Waits Job Address: same Phone no.: 674-2298 I propose to furnish all materials and perform all labor necessary to complete the following at the listed unit prices. Landscape maintenance for the year ending: 2001 Function Price/visit Visits Annual cost Mow and edge weekly $30.00 10 $300.00 Spray herbicide $10.00 3 $30.00 Fertilize lawn $40.00 1 $40.00 Total annual contract of $370.00 may be paid in full or in 12 consecutive monthly payments of $30.83. NOTE: This proposal may be withdrawn by us if not accepted within 30 days. Acceptance of proposal- The above prices, specifications, and conditions are satisfactory and are hereby accepted. You are authorized to do the work as specified. Payment will be made as outlined above. Signed:_______________

Date: January 28, 2000 Signed:_______________ Date: January 28, 2000 Landscape Maintenance Contract This agreement is entered into this 14 day of September, 2000by and between Ralph Wiggims, doing business as landscaper hereinafter referred to as the "contractor" and Sally Lank herein referred to as the "Owner". The purpose of this agreement is to state the terms and conditions under which the contractor will provide landscape maintenance for the property of the "Owner", which is located at 45 Mill woods Rd., herein called the "property". Name of "property: Wiggims. Terms: This Agreement shall commence the 3rd day of September 2000 and shall end on the 4th day of September 2000 unless sooner terminated as herein provided. Services to be performed: Contractor agrees to perform the landscape maintenance services as set forth on schedule A as attached hereto. Materials and Supplies: Contractor will furnish all materials and supplies necessary to perform the services specified with the exception of the following items: water. Equipment: The Contractor shall furnish all labor and equipment necessary to perform its duties as specified in Paragraph2. hereof. Amount: Owner agrees to pay to Contractor the total amount of two hundred dollars ($200). Payments shall be made on the 1st day of the month following the month services are performed. An interest charge of 4% shall be issued after thirty (30) days. Liability: - A statement clarifying under what conditions the contractor is responsible ex, negligence. Termination: - A statement stipulating the terms of ending the contract and the degree of notice necessary. Law: This contract shall be governed by the laws of the state of New Hampshire. Attorney's Fees- A statement stating that in the case of litigation, the "prevailing" or winning party will be entitled to attorney's fees. By: _______________________ Contractor, Authorized Agent By: _______________________ Owner, Authorized Agent

Delayed delivery Dear Mr. Smith, Requests for our pamphlet, "10 Points to Consider When Choosing a Car", have been overwhelming. As a result, we are temporarily out of copies. Nevertheless, the new printing is presently being prepared, and I have added your name to the mailing list to receive a copy as soon as it is available. In the meantime, you may find an article by Professor Julian Ibsen, of the Seattle Institute of Technology, to be of some help. The article, entitled "The Latest Trend in Car Purchase" appeared in the May issue of Consumer Today.

Sincerely, Follow up Dear Ms. Porter, We are pleased that you will be joining us in our annual Ecology Colloquium. As we discussed in our telephone conversation this morning, the Colloquium will take place on May 1 in the convention room at the Hyatt Regency. The Colloquium will begin with the keynote address at 10:00 AM. At 10:30, you will join our guests of honor in a debate on the topic, "The Cost of Conservation: Public or Private Responsibilities?" Following the debate, luncheon will be served in the main dining room, where you will, of course, be a guest of the Committee. Along with the other members of the Committee, I am looking forward to our meeting on the 1st. Sincerely yours, Inquiry reply Dear Mrs. Berkley, We certainly appreciate your interest in Hercules Health Food. Nevertheless, I am afraid I cannot supply you with the information you request. Because we do not sell our health products directly to the customer, we try to keep our wholesale prices between our dealers and ourselves. It is our way of meriting both the loyalty and good faith of those with whom we do business. Clearly, divulging our wholesale prices to a consumer would be a violation of a trust. However, I have enclosed for your reference a list of our dealers in your area. A number of these dealers also sell Hercules Health Food at discount. Very truly yours, Letter of Appreciation Dear Mr. Hunt, Thank you for referring JR Co. to us. We are, of course, pleased to take on a new client. But even more, we appreciate your confidence in our company and your willingness to communicate this confidence to others. Be assured we will continue to make every effort to live up to your expectations. Cordially,

Letter of congratulation Dear Alan, Congratulations on your promotion to Senior Accounts Executive. You have worked hard for Trident Consultants, and I am delighted your efforts have been rewarded. As you move into your new office and assume the weight of responsibilities that go along with your new position, please let me know if I can be of any assistance. Sincerely, Letter of reference
Dear Mr. Franklin, I am happy to provide the information you requested regarding Karen Smith, with the understanding that this information will be kept confidential. Ms. Smith has been a receptionist in the sales department since 20--. She has always been willing to work long hours and has been diplomatic in handling difficult callers. She has proven to be a hard-working and trustworthy employee. Sincerely yours, Office Memo

To: Susan Freeman From: Thomas Grey Date: July 2, 20-Subject: Intercompany transfer Here are the two people transferring from our head office to your office on March 1: 1. Ingrid Howard from the Finance Dept. She is in her third year with Yolanda Travel. 2. John Linden from the Sales Dept. He is in his second year with us. They will be arriving on Feb 26. Please make arrangements for these 2 new comers to have their own office. Let me know if you need more details. Order Acknowledgment Dear Ms. Megan, We are pleased to have received your order of June 27 and would like to welcome you as a new customer of Lopin's Plastics. Your order (No. 29933) for a dozen 6?by 7?sheets of Lucite is being processed and will be ready for shipment on July 6. It will be delivered to your workshop by our own van, and payment will be c.o.d. (Our policy for all orders under $120).

We are sure you will appreciate the clear finish and tensile strength of our entire line of plastics. Mr. Michael Bowles, your sales representative, will call on you soon with a catalog and samples. Cordially, Order reply Dear Mr. Kline, Thank you for choosing Hennesman Inc. We have sent out by UPS the weather vane you ordered: Model EPC-18?eagle with arrow, copper, $40.00. The total amount, including the 5% sales tax and an $8 handling fee, comes to $50.00. This amount has been charged to your VISA account (account number 003 0232 8323; expiration date 7/96). Please let us know if we can be of further service to you. Thank you. Yours truly, Referral Dear Mr. James, Mr. Folders, our marketing manager, can best answer your request for information regarding our new language learning software. I am therefore referring your letter to Mr. Folders. He will, I am sure, be in touch with you soon. Yours truly, Remittance Dear Sir or Madam, The enclosed check for $4,293.80 is in payment of invoice no. 62733. Please credit our account (Great Joy - 273-711-M). Yours truly, Response to complain Dear Ms. Juno, Thank you for bringing to my attention the inexcusable wait you and Susan Oslo endured in the emergency room on October 9. I am extremely sorry for any additional pain Susan may have experienced and any emotional stress you may have felt under the circumstances.

Allow me, however, to offer an explanation. Shortly before you arrived, an automobile accident just outside the city resulted in three seriously injured people being rushed to our hospital. Since we are, as you know, a small rural hospital, our emergency staff was stretched to its limits to assist these people simultaneously. Nevertheless, you and Susan should not have been ignored for two hours. I have spoken to the receptionist with whom you dealt, and I can assure you that in the future, arrivals to our emergency room will be treated with concern and prompt attention. Again, I apologize for the events of October 9 and greatly appreciate your letting me know about them. Yours truly, Stopgap letter Dear Ms. Orlanda, Your request to meet with Mr. Franklin to discuss the purchase of the lot at Malibu Drive arrived this morning. Mr. Franklin is out of town and is not expected back before the 4th. I will be sure to inform Mr. Franklin of your intention as soon as he returns. Yours truly,