Warranty coverage: explanation following a complaint for not taken into account

ABOUT OUR WARRANTY COVERAGE

Mr [CONTACT name],
I'm sorry that you're sorry by the fact that we have failed to ensure the installation of your [Product]. As you can see, we have attached above our contract of guarantee.

When you purchased the [Product] model, you have renounced installation services for the benefit of a reduction in [amount]. As you will note in the warranty, if a technician authorized by our services did the install for you, you are covered for parts and maintenance for one year from the date of purchase. If you use by an authorized technician, you are covered for parts (for maintenance) for a period of three months.

When you call us for warranty coverage, we have given you the benefit of the doubt. You have exceeded the period of three months to two weeks already, but we have done you a favor because you're a good customer. In other words, Mr [customer], we won't have charged you parts even if we could do so in accordance with the security agreement.

If you have a question about the agreement and on any other product of [your company], do not hesitate to call me directly on my personal line below.

Receive, dear Sir/Madam, my best regards.

The Director-General

[NAME OF CEO]