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January 23, 2011 r
Zip/Postal Code E
OBJECT: WE’VE FOLLOWED OUR WARRANTY TO THE LETTER – AND BEYOND i
Dear [CONTACT NAME], o
I’m sorry you’re upset that we are not fixing your [PRODUCT]. As you know, we’ve followed our warranty n
to the letter – and beyond.
When you purchased our [PRODUCT] model, you declined installation in return for a [AMOUNT] discount. o
As noted on your warranty, if a factory-authorized serviceman performs the installation, you’re covered for r
parts and labor for one year from the date of purchase. If you don’t use an authorized serviceman, you’re
covered for parts (not labor) for a period of three months. p
When you called us for warranty coverage, we gave you the benefit of the doubt. You were already two r
weeks past your three month cut-off, but we made an allowance because you’re a good customer. In a
other words, [CLIENT], we didn’t charge you for parts even though we were well within the spirit and letter t
of the warranty to do so.
If there are any other questions about the warranty, or other [YOUR COMPANY] products, please call on o
my personal line indicated below. n
(800) 123-4567 A
Street, City, State/Province, Zip/Postal code Tel: (000) 000-0000 / Fax: (000) 000-0000 e