ACCOUNT_ADDRESS_SINGLE_LINE
Tel: ACCOUNT_PHONE_NO Email:ACCOUNT_EMAIL
To FIRST LAST,
ADDRESS
04 May 2024
Dear [Title] LAST,
Thank you for providing us with feedback on 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 PRODUCT. The preliminary assessment is that it is caused by few 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 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.]
As the [WARRANTY PERIOD] year warranty has already expired, we are unable to offer you a replacement PRODUCT as you have suggested. However, we would be happy to [repair the damaged PRODUCT] / [take the damaged PRODUCT as a trade-in for a newer model with larger capacity]. [We believe that this arrangement would better suit your need and be economical than additional repair on PRODUCT.]
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