Dear

　　We are sorry to hear that you have been experiencing problems with your new [name of product].

　　While we do ask that our customers contact their dealer in the event of a problem， we recognize that， in your case， it his would be impossible.  Therefore， if you will carefully package the unit in its original carton and send it to us，our "doctors" will put it through a thorough examination to determine the source of the problem.

　　If the problem turns out to be a minor adjustment， we shall make the repair and be sure to return the [product] to you within thirty days.  If our determination is that the unit is defective， we will send you an immediate replacement.

　　Again， I am sorry that you experienced this difficulty and wish to thank you for your patience and for purchasing our [product].