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Question 1-3:

refer to the following letter.

Claire Miller
2175 Woodhill Avenue
Laurel, MD 20707

Dear Ms. Miller,

On behalf of Hometime Outlet, I'm very sorry to hear that you experienced difficulties with your recently purchased microwave, model 4-600, from Owada Electronics. According to your complaint, the interior plate spins while in use but the food actually does not heat up. Unfortunately, there have been a number of complaints about this particular device as well as others made by the same manufacturer. As we take customer satisfaction very seriously, we no longer carry products made by Owada Electronics.
We would like to send you a substitute device that is of comparable size and slightly higher value - Turbo Chrome Microwave from Franco, Inc. The item will be shipped to you free of charge. We hope that you find this arrangement suitable and that you continue to shop at Hometime Outlet for all your household needs.

Warmest regards,
Erica Dolan
Customer Service Agent
Hometime Outlet

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Question 1:
Why did Ms. Dolan send the letter?
A. To promote a brand of kitchen appliances
B. To apologize for a billing error
C. To address an issue with a purchase
Feedback

Information is inferred from "On behalf of Hometime Outlet, I'm very sorry to hear that you experienced difficulties with your recently purchased microwave, model 4-600, from Owada Electronics." , "We would like to send you a substitute device that is of comparable size and slightly higher value"

D. To confirm that merchandise is in stock
Question 2:
What is mentioned about Hometime Outlet?
A. It has discontinued business with a certain company.
Feedback

Information is inferred from "As we take customer satisfaction very seriously, we no longer carry products made by Owada Electronics." 

B. It will announce product recalls on its Web site.
C. It has implemented a package tracking system.
D. It will extend the warranties on some items.
Question 3:
What does Ms. Dolan offer to do?
A. Contact a manufacturer
B. Give Ms. Miller a discount
C. Send a replacement item
Feedback

Information is in "We would like to send you a substitute device that is of comparable size and slightly higher value - Turbo Chrome Microwave from Franco, Inc." 

D. Repair a broken component

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