Negative Response Rough Draft

To: Tolman, Nicole

Subject: Your New Car

Nicole,

                I was sad to hear that you were less than happy with the performance of your new Civic.  I know how large and important of a purchase an automobile can be.  That is why our continued relationship with you and your family is so important to us here at Honda, and how much we value your loyalty.  Your parents have been our customers for years, and we would like to keep their loyalty and earn yours as well.

                Regarding your request for a $40 per month fuel stipend, I am afraid I must deny the request, however.  It is simply against dealership policy.  Also, the fuel economy ratings for your car are based on an older rating system which is scheduled to be replaced in the 2008 model year.  The old tests used methods which were rather different from most normal driving habits, and thus yielded higher economies than most people achieve in everyday driving.  However, there are a few relatively simple methods that the website you provided me with mentions that may improve your fuel economy and bring it more in line with what you would like to achieve.  I have compiled a small list of what I believe to be the most useful tips:

·         Driving more calmly – the website states that by driving slower and avoiding rapid acceleration and braking, you can increase your mileage by 33% on the highway and 5% in town

·         Removing excess weight – if you have unnecessary items in your trunk, your economy can be reduced by 2% for every extra hundred pounds

·         Using cruise control – cruise control helps you maintain a constant highway speed and helps avoid unnecessary acceleration and unnecessary downshifts which waste fuel

·         Properly inflating tires – improper tire pressure can cause a .3% drop in fuel economy for every 1 psi drop in tire pressure

·         Air conditioning – use of the air conditioning system can reduce fuel economy by 25% or more, so on hot days, a better option is rolling down the windows (it still reduces fuel economy, but by a much smaller amount than air conditioning)

As you can see, there are ways to increase your economy and save money by making very small changes to your driving.  I hope these tips will prove to be of some use to you, and bring you greater satisfaction with your new car.  You also mentioned the issue of your faulty odometer.  Honda has extended the warranty coverage on vehicles with such defects, and your warranty has already been updated in our system.  I hope this eases your concern. 

Well, Nicole, I would like to thank you for presenting your concerns to me, and I hope that with the fuel economy information, you can start achieving the mileage you desire, and enjoying your car to the fullest.  I wish you good luck in your business school endeavors and hope to see you again!

-Bill