Artificial snow

The advertisement for the "Alpha" ski resort included the phrase "Unleash Winter Magic: Guaranteed Snow Throughout the Entire Season" emphasizing that the customer pays for the enjoyable experience.

The ski resort would provide the opportunity to ski throughout the season by covering the slopes with artificial snow during periods of low snowfall.

At one point, the artificial snow equipment broke. This left the trail without snow for days. Despite being under warranty, the manufacturer’s technician couldn’t repair it because of unavailable spare parts.

The resort administrator called the Manufacturer’s manager, and he promised to look into the situation and fix the equipment as soon as possible.

A customer arrived with his family for a weekend of skiing, but he noticed that there was no snow and hesitated to check-in. The resort administrator reassured the customer that there will be snow tomorrow. However, there was still no snow the next morning.

Dissatisfied with false advertisement, the customer approached the resort administrator, demanding a refund for the unsuccessful skiing experience.

Pre-negotiation points:

Resort Administrator - Secure compensation from the manufacturer for equipment repair delays, while maintaining a positive customer relationship.

Manufacturer’s Manager - not to pay any compensation.

Customer - to receive material compensation and moral satisfaction for the unsuccessful skiing experience.