Message Strategies: Responding to Claims and Requests for

Message Strategies: Responding to Claims and Requests for Adjustments [LO-4] Your company markets a line of automotive accessories for people who like to “tune” their cars for maximum performance. A customer has just written a furious email, claiming that a supercharger he purchased from your website didn’t deliver the extra engine power he expected. Your company has a standard refund process to handle situations such as this, and you have the information you need to inform the customer about that. You also have information that could help the customer find a more compatible supercharger from one of your competitors, but the customer’s email message is so abusive that you don’t feel obligated to help. Is this an appropriate response? Why or why not?