(your name, street

city, state, zip)




city, state, zip)

Dear ___ (name):

I guess you are right, ____ (name)! Although I thought that our charges are
justified, your letter as well as a discussion with our service crew who visited
you has convinced me that you are partially correct. The ____ (item in question)
must have been defective and that is why it has probably given you so much difficulty.

Therefore, I have told the bookkeeping department to cancel all of last
____ (time period's) service charges. Now I understand that all the equipment is
working smoothly. Please let me assure you that we will continue to stand by our
product for the full ___ (time period).