8-27. message strategies: refusing claims and requests for adjustment [lo-4] your company markets a line of rugged smartphone cases designed to protect the sensitive devices from drops, spills, and other common accidents. your guarantee states that you will reimburse customers for the cost of a new phone if the case fails to protect it from any of the following: (1) a drop of no more than 6 feet onto any surface, (2) spills of any beverage or common household chemical, (3) being crushed by any object of up to 100 pounds, or (4) being chewed on by dogs, cats, or other common household pets.

James is an employee in the widget inspection department of xyz systems, a government contractor. james was part of a 3-person inspection team that found a particular batch of widgets did not meet the exacting requirements of the u.s. government. in order to meet the tight deadline and avoid penalties under the contract, james' boss demanded that the batch of widgets be sent in fulfillment of the government contract. when james found out, he went to the vice president of the company and reported the situation. james was demoted by his boss, and no longer works on government projects. james has a: