Communicating Bad News
Minks Jessica
6710 Wellington Broad St
Richmond, VA 32594
December 09, 2013
Re: File_5213
CONFIDENTIAL AND PRIVATE
Smith Sandra
658 Rio Road
Chesterfield, VA 83223
Dear Ms. Smith,
Subject: Replacement of your I-Phone under warranty
We have received your call on Friday and we thank you for your call. It was nice talking to you as it has helped us to gain more details on your situation. We are very sorry to know what happened to your brand new i-Phone that you had purchased from our company. We have faced a lot of similar situations like yours from other customers. As these phones are sensitive so once they are dropped they become inoperable. However, when we checked the claim of your warranty for this i-Phone, we realized that it is not the defect of the phone. It is a customer abuse and because of this reason we cannot approve your claim for the warranty of the i-Phone.
I am concerned for your case and fully understand how you would feel. As this is not the fault of the product and the phone was dropped which caused its screen to crack, this is not covered in the warranty. We cannot give you a duplicate i-Phone as it is not in the basic regulations of the warranty.
However, as a valued customer we would like to give you some options, you can visit our website www.Apple.com, you can click the tab of Support. There you will find the resources that will support you to get your damaged phone replaced or repaired for a reduced price. We can also help you get in touch with our tech team that specializes in the repairs of the phone, especially, for the cracked screens.
For any other future correspondence, please remember us. We are always there to help you in the best possible way we could. In the future, we can also offer a new option of Tec protect for you I-Phone. In your present scenario, you did not avail this option but you might want to look into this for the purchase of your future phones from our company. Of course, for a small fee you will have the peace of mind that your phone is covered and insured. Whatever happens to your phone it will be covered under insurance and then you can get a brand new phone from any Sales Store for Customers of Apple, after a deduction of a small amount.
Once again, I feel sorry for your loss and I understand your situation well. But we have provided you the best solution in this way you can get your phone repaired or replaced within no time. Just contact our support team by visiting our website. If you still have any queries then you can be in touch with us and our tech person. You can reach us at 048-324-000 or by email minks.jessica@salesceullular.com.
Sincerely,
Minks Jessica
Manager Customer Support
Initials
Jsc/Mnk
Enclosure
CC: Dominick Larry
Lindgren Patricia
