Dear Mr. Norton,
     Of course you may return for full credit the microwave oven that was damaged in shipment. American Delivery Service will pick up the oven on Friday, June 17. If you would like us to replace the oven with another like it, the delivery service will exchange a new oven for the damaged one on June 17. However, if you would prefer, we will credit your account for $308, the purchase price of the oven plus regulatory tax. Just write a note on the bottom of this letter telling us what you would like us to do. There is a postage-paid envelope enclosed so that you can send us the letter easily and quickly.
     Thank you for telling us that the microwave oven was damaged when it was delivered. By letting us know when these things occur, we can correct problems and, we hope, keep you as one of our satisfied customers. We should like to serve you again soon.