Your "buffer" paragraph--do not
give the "bad news" in the opening paragraph.
Explain WHY before you tell or infer the bad news that the
guarantee will not cover the repair.
Always try to tell what
you CAN do to help solve the problem.
End with your CALL FOR ACTION and a positive statement.
Redmond, WA 98053-3345
October 11, 2010
Mr. John Anderson
1528 NE 173rd Avenue
Woodinville, WA 98072
Dear Mr. Anderson
Thank you for your letter of September 15. We appreciate your inquiry
concerning your Benson 500 motorcycle. We want to satisfy our
customers with high-quality products and service.
The Benson Bike Shop carries a one-year warrantee on all parts and labor
under normal usage. Page 6 of your owner's manual states that 2-cycle
engine oil and unleaded gasoline must be used for the warrantee to be
in effect. Our inspection of you motorcycle engine showed that 10W30
oil had been used, along with leaded gasoline. The use of incorrect
oil and gasoline has caused the problems you are experiencing.
Our skilled technicians can repair your motorcycle engine at the
usual rate. The repairs are guaranteed for 90 days. We are confident
that we can restore your engine to excellent working condition, and we
would be happy to answer any maintenance questions you may have.
Please call our repair center at 425-564-7889 to tell us if you
would like us to proceed with the repairs. As soon as your engine is
repaired you will be able to enjoy riding your Benson 500 once again.
Benson Service Center