quEstions 186-190 rEFEr to thE Following two lEttErs.
DEArCustomEr sErviCE rEprEsEntAtivE,
hEllo. i purChAsED A miCrotECh miCrowAvE ovEn (moDEl 37) At your shop A FEw wEEks Ago.ABout A wEEk Ago i notiCED A hAir-linE CrACk in thE glAss oF thE Door. yEstErDAy i ChECkED thE CrACk AnD notiCED thAt it hAs ExpAnDED、
thE miCrowAvE ovEn hAs A Full two-yEAr unConDitionAl wArrAnty. thErE’s onE proBlEm. i Don’t rEmEmBEr At thE momEnt whErE i Am kEEping thE wArrAnty.
i hAvE pAtronizED your storE For mAny yEArs, AnD hAvE nEvEr hAD Any trouBlE with Any proDuCts BEForE. thE miCrowAvE ovEn is working wEll, But i’m ConCErnED ABout thE CrACk. i’m AFrAiD thAt ElECtromAgnEtiC wAvEs ArE lEAking through thE CrACk, AnD thAt thEsE mAy BE injurious to my DAughtEr’s hEAlth. i hAvEn’t notiCED Anything unusuAl yEt, But i Don’t wAnt to tAkE Any ChAnCEs. shE spEnDs A ConsiDErABlE Amount oF timE plAying in thE kitChEn nEAr thE miCrowAvE ovEn. i hopE you Don’t think i’m ExAggErAting my ConCErns. i FEEl my situAtion wArrAnts spECiAl ConsiDErAtion.
i hAvE unpluggED thE miCrowAvE ovEn, AnD hAvE DECiDED not to usE it. i Don’t know whAt CAusED thE glAss oF thE Door to CrACk. i usED thE miCrowAvE ovEn in ACCorDAnCE with thE instruCtions in thE mAnuAl. woulD it BE possiBlE For you to rEplACE thE miCrowAvE ovEn i woulD
ApprECiAtE it.
yours truly,

norA pElEtz
DEAr ms. pElEtz,
hi. thAnk you vEry muCh For thE lEttEr in whiCh you inFormED mE ABout your prEDiCAmEnt. you mEntionED in thE lEttEr thAt thErE is A CrACk in thE glAss oF thE Door, AnD thAt you hAvE DECiDED not to usE thE miCrowAvE ovEn. i ApologizE For thE inConvEniEnCE.
i hAvE AlrEADy ArrAngED For A rEplACEmEnt to BE DElivErED to your housE. whEn woulD BE A gooD timE For it to BE DElivErED our normAl DElivEry hours ArE monDAy through sAturDAy From 9:00A、m. to 6:00 p.m. howEvEr, wE CAn DElivEr it whEnEvEr it’ s ConvEniEnt For you.
in CAsE you ArE wonDEring, you will not hAvE to pAy For thE rEplACEmEnt. plEAsE ACCEpt A ComplimEntAry giFt in tokEn oF our grAtituDE to you. wE ApprECiAtE your pAtronAgE, AnD look ForwArD to sErving you in thE FuturE.
yours sinCErEly,
sAshA pAvorotti
sAshA pAvorotti, mAnAgEr
whAt woulD ms. pAvArotti likE to know
A、whEthEr hEr oFFEr is ACCEptABlE to ms. pElEtz
B、whEthEr hEr shop CAn ChECk thE mAChinE
C、whEn A DElivEry CAn BE mADE
D、how hEr shop shoulD CompEnsAtE ms. pElEtz For thE DAmAgEs