An email or letter of apology regarding feedback on defective goods without offering a refund, return or replacement of product. Politely point out that the product may have been misused by the customer and the warranty period has expired. Offer a trade-in / repair instead.
The Main Contents of this Document Includes:
Thank you for providing us with feedback on the issues you have with our product. We are sorry that [PRODUCT] have not lived up to your expectation in the past [number] months of reliance performance. You are entirely justified in not being completely satisfied with [PRODUCT], and we are always eager to service any product that does not live up to standards.
We are very concerned about the issue you raised and have requested [our technician / the manufacturer] to inspect the malfunctioning <? echo $PRODUCT; ?>. The preliminary assessment is that it is caused by [number] problems. [It is apparently being used for a significantly higher volume than what it was built for (as indicated in both the sales brochure and the user's guide with which you were provided).] [In addition, there are indications that <? echo $PRODUCT; ?> has not been used properly [STATE how the product has been misused]. This can lead to [DESCRIBE how this results in the malfunction], increasing the wear and tear of a number of mechanical parts.] / [The manufacturer insisted that the goods are of sufficient quality there is nothing wrong with them.]
Upon receiving feedback that the quality of the product is less than satisfactory, this apology letter document may be used as a template to draft an apology and to apologise for the inconvenience caused.
If the issues were due to other problems not relating to the manufacturer as found by preliminary assessment, this template can be used to politely reject refund, replacement or refund.
Moreover, if there will be no replacement and no refund due to an expired warranty if trade in / repair is an option for the consumer, this is can be drafted in this template.
quality of product,
less than satisfactory,