Letter Revision

REV-2 Positive & Routine Messages

New Message for Analysis:

Date

Dear Valued Customer

Your letter and package returning the automatic coffee machine has been received, and I am assigned the job of answering your claim for a new coffee machine.

First, the automatic coffee machine Model STA-DRY 1 is not made to be put in the dishwasher which is what you obviously did to it. It should be wiped with a damp cloth or sprayed with a cleaner and then wiped dry. It cannot be immersed in the dishwasher.

Second, you asked for a full refund or replacement; this item is no longer in stock since it is now two years out of production. That means you have had it for some time. It sold for $224.90 when new which was the retail price at that time.

Because we value your business, here is what we can do:

1. Refund half the price which we think is fair since it is an old item. We can send you a refund of $112.45.

2. Include a new machine voucher for you to take to your retail dealer, Target or Walmart both of which are in your area and carry STAY-DRY items. This voucher will give you a 5 percent discount on a new machine.

We will put these two items in the mail to you at the address you provided within the next three weeks. I hope this is a satisfactory solution to your problem.

Sincerely

Customer Service