May 19, 2009
[Name of Recipient]
[City, State ZIP Code]
Dear [Name of Recipient]:
We have received the package containing the [Name of product] that you returned to us. We regret that it has not performed satisfactorily for you, and will examine it to determine the source of the problem.
If the problem turns out to be one that can be fixed by making a minor adjustment, we’ll go ahead and make the necessary repair, and send the item back to you as soon as the repair is completed. If, however, we find that the product is defective, we’ll send you an immediate replacement.
As soon as we make a determination, we will contact you to let you know which of these actions will be taken, and how soon you can expect the product to arrive.
Again, we apologize for the inconvenience you have experienced, and would like to thank you for your understanding and patience.