Wednesday, March 13, 2019

When Warranty Doesn't Cover Repair Costs

when warranty doesn't cover repair costs
When Warranty Doesn't Cover Repair Costs

The sample business letter when the warranty doesn't cover repair costs is sympathizing with the customer's aggravation and thanks to them for giving the company a chance to explain. Clearly explains why the service contract does not cover this repair and appeals to the customer's sense of fairness by saying that, in similar situations, the company asks other customers for payment. Shows a sincere desire to prevent future expense and aggravation by inviting the customer to learn more about the care and use of the product.


Thank you for your letter questioning our bill. I'm glad you've given us the opportunity to explain our policy and to avoid any future misunderstanding.

We certainly understand your aggravation at receiving a bill when you are paying a yearly service charge. While we do guarantee monthly maintenance service and free calls whenever your photocopier breaks down, our contract clearly states that we do not incur the costs of repairing damages caused by misuse.

Our serviceman examined your photocopier for several hours at your office and then brought parts of the machine back to our office center for further examination by our experts. These engineers determined that the problems you were experiencing were caused by someone pouring a full cup of toner fluid into the compartment for developer fluid.

The bill for $50.00 is based on our labor costs in repairing the damage caused by that mistake. We did not charge you for our serviceman's call, which is covered by your contract with us. Since we insist that all our other customers pay for any repair not covered by their contracts, we cannot in fairness make an exception in your case. I hope you will understand our situation and send us your payment.

We'd like to help you learn how to prevent this kind of problem in the future, and the inconvenience that it causes everyone in your office. Won't you send one of your secretaries to our free training program? It consists of two one hour sessions and is run especially to instruct office workers on the proper care and maintenance of our copiers. Just give me the word, and I'll be happy to reserve a spot in our next class.

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