Tutorial for “File a Warranty Claim”

Tips

Omit irrelevant details and communicate facts more than emotions. If this letter does not bring action, assume a stronger tone in the next one. Send only photocopies of receipts and other documents, and retain all original records.

Steps

1. Give a full description of the product's defect. If necessary, tell where you purchased the product and on what date.

Sentences

  • Last summer I purchased a 19-inch color television set from your Springfield store. During the past two weeks, the color has been fading and it does not respond to the manual control.
  • I recently bought a Doe power drill, model number T1234, from your local outlet and used it only three times before it started to cut out while in use.
  • Enclosed you will find the new keyboard I ordered from your company on May 2. The "z" key, for some reason, does not work.
  • On May 15, you installed a new hot water heater in our coffee shop. For a number of weeks, it functioned perfectly, but on Monday it suddenly stopped heating the water.
  • Two weeks ago I bought a Doe four-head VCR, model number L1234, from your Main Street outlet. The play and fast forward functions work fine, but it will not rewind.

Phrases

  • am having problems with
  • appears to be defective
  • does not work properly
  • does not work at all
  • does not respond to
  • from your local
  • is apparently faulty
  • on March 15, I purchased a
  • problem seems to be
  • recently bought a
  • showed signs of
  • stopped working after
  • the following functions are
  • the following problems
  • took delivery on
  • was installed on
  • was delivered on
  • which I purchased on
  • which I ordered from your
  • worked perfectly for

2. State what action you expect according to the warranty terms.

Sentences

  • We purchased a two-year warranty to cover this type of defect, so I trust you will either repair or replace the TV without charge.
  • Since your warranty promises one hundred percent satisfaction or my money back, will you please refund my money? I am returning the set by separate mail.
  • I would like my money returned, as promised in your warranty, and await your instructions as to what to do with the defective appliance.
  • In compliance with your warranty, I request that you "repair without charge" the above-mentioned defective part.
  • Your limited one-year warranty entitles me to a free replacement or repair because the defect is obviously due to poor workmanship.
  • I request repair of the defects covered under the full 30-day warranty.

Phrases

  • according to the warranty
  • am dissatisfied
  • at your expense
  • await your instructions
  • correct the defect
  • defect is in the
  • expect you to repair
  • happy to return the
  • a manufacturing defect
  • kindly refund my money
  • must insist that
  • please arrange to
  • please send me return instructions
  • purchased an extended
  • request that you
  • seems only reasonable that you should
  • under the warranty
  • warranty entitles me to
  • without any further charge
  • would prefer you to
  • would like you to

3. If possible, include copies of applicable documents such as the receipt or warranty statement.

Sentences

  • To help you process my claim, I have enclosed a copy of my receipt, dated June 3.
  • Enclosed are copies of my purchase receipt and the warranty agreement.
  • I have also included a copy of my receipt.
  • Also enclosed is a copy of the transaction record.
  • I am enclosing the product warranty, a copy of my billing statement, and my account number.

Phrases

  • enclosed a copy of
  • enclosing a copy of
  • included a copy of
  • my extended warranty agreement
  • my billing statement
  • my receipt, dated
  • refer to the attached
  • the original warranty
  • the transaction record
  • the service contract
  • to help you process
  • to assist you in

4. Thank the reader and encourage a prompt reply.

Sentences

  • Thank you for your prompt attention to this matter.
  • I will appreciate your immediate reply informing me how to proceed with my claim.
  • Thank you for your swift response.
  • I look forward to hearing from you soon.
  • I anticipate your prompt reply.
  • I expect your response within a week. Thank you.

Phrases

  • as soon as possible
  • attention to this matter
  • hope to hear from you soon
  • how to proceed with
  • is costing me
  • look forward to
  • matter is urgent
  • need to get this sorted out
  • need to get this resolved
  • please let me know
  • thank you for
  • to hearing from you
  • wait to hear from you
  • will appreciate your
  • will be happy to
  • without delay
  • your prompt attention to
  • your swift response
  • your early reply

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