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Case from journal
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Reference no. NAC1805
Subject category: Marketing
Published by: NACRA - North American Case Research Association
Published in: "The Case Research Journal", 1998
Length: 6 pages
Data source: Field research

Abstract

Alice Borden, Sales Manager for Colonial Traditions, Inc, must take a recommendation to her new boss and General Manager, Phil Rigby, about how to handle the complaint of disgruntled customer Fred Townsend. Townsend has alleged that four of the six pairs of custom window shutters for which he waited six weeks are the ''wrong size''. However Rigby maintained that Townsend signed a sales contract that authorized the manufacture of the exact shutters he received, and the contract clearly specified that custom-made goods are not returnable for credit. Yet upon her investigation, Borden learned that a company employee apparently erred in preparing the sales order signed by the customer.

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Abstract

Alice Borden, Sales Manager for Colonial Traditions, Inc, must take a recommendation to her new boss and General Manager, Phil Rigby, about how to handle the complaint of disgruntled customer Fred Townsend. Townsend has alleged that four of the six pairs of custom window shutters for which he waited six weeks are the ''wrong size''. However Rigby maintained that Townsend signed a sales contract that authorized the manufacture of the exact shutters he received, and the contract clearly specified that custom-made goods are not returnable for credit. Yet upon her investigation, Borden learned that a company employee apparently erred in preparing the sales order signed by the customer.

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