Equipment Purchase Refund, Essay Example

We appreciate you contacting us regarding your equipment purchased from us. We certainly value and appreciate your business and we are glad you are our customer. Your letter states that you are requesting a refund of $1,000 for your equipment of which our records show was purchased three years ago at our downtown store.

Please understand that while we understand your frustration with having a broken piece of equipment, we are unfortunately unable to grant you a refund because the equipment is a year past its warranty date. This makes even considering a full or partial refund on the product out of our control, as the warranty company is not a part of our corporate family.

In addition, please understand the warranty you signed is a contract that is binding and the expiration date does not leave any option to pursue activating it, in the event the equipment it covers is stolen or damaged, as in your case. Also, our records show that we mailed you an offer to extend the warranty six months before it expired, which was declined. That extension would have given you the coverage necessary to repair or replace your equipment.

Mrs. Doe, we realize this is not the news that you wanted to hear and we certainly understand that, for you, the issue is being without the use of your equipment. Therefore, we want to offer you a 30% discount and a rebate certificate worth $250 on your next purchase from us. You can use this incentive to purchase new equipment to replace your broken equipment, and if you do, we will throw in the warranty free of charge. In addition, we will be sure to notify you of your warranty’s pending expiration one year, six months and three months out, so that you are given ample opportunity to renew.

We are not only in the business or selling products, but we are in the business of making sure that our customers are as satisfied as possible. Therefore, we hope that the above incentive serves that purpose for you in this situation. We believe that just because our hands may be tied in one instance, it does not mean that we will not do all that we can to make a satisfactory recovery for our customers, when they need us. ABC Company is committed to customer service excellence because we appreciate you being committed to us, by showing your loyalty as a repeat customer and by referring our company to others. For this, we are counting on you.

To redeem your incentives, please fill out the enclosed form and return it to us or you may visit our website at [email protected] to complete the form. Again, we appreciate your business and look forward to doing more business with you in the near future.

Mrs. Doe, again, thank you so much for bringing this matter to our attention. We are always open to hearing from our customers, whether they have good news or not so good news for us, as we want you to know that we care. Additionally, we will be waiting to hear back from you to redeem your incentives soon.