Thank you for supplying your customer number. I have been able
to locate your details.
I am very sorry to learn of the problems that you have encountered
with your account. Indeed here within our organisation we like
to pride ourselves on our excellent customer services. It is
extremely disappointing to know that in this instance you feel
that we have let you down. I would like to assure you that this
was never our intention.
Please accept my sincere apologies that your handset has been
deemed beyond economical repair as a result of liquid damage.
Regretfully, any damage to your handset caused as a result
of an external influence cannot be covered for repair or replacement
under the terms and conditions of the manufacturer warranty.
As agents for the manufacturer, we are not allowed to touch
any handsets that show signs of liquid ingress even if the reported
fault may be something else.
Whilst I certainly appreciate that you may not have been aware
of the liquid damage, it is quite obvious to an experienced
engineer when this has occurred as any liquid will leave a distinctive
residue on the circuit board. However, should you wish we will
certainly dispatch your handset to the manufacturers repair
agents for a second opinion (your local branch will be able
to organise this).
You stated in your mail to right to reply that the manufacturer
had looked at your handset however, having liased with them
on this issue they have stated that they have not done so. It
may be that you had taken the handset to an independant repairer.
Although he may have been able to wipe the visable residue from
the surface. There is no guarantee that the liquid did not seep
into the circult to cause further damage later down the line.
Liquid damage can be caused by any number of circumstances,
such as prolonged exposure to condensation, accidental spillage
or exposure to rain. Whilst the effects of the liquid may not
be noticeable for some time, eventually the exposure will cause
a short circuit, damaging the internal components of the handset
beyond repair.
With regards to the service that you had received from the
store staff, whilst this may be of no consolation to yourself
at this stage; your comments have been passed onto the relevant
manager as a training issue.
I am sorry if on this occasion my response has been less than
favourable however, I hope I have been of use in relation to
this matter and clarified matters. If you should require any
further assistance please do not hesitate to contact me by replying
to this email or by calling the Customer Services department
on 0870 168 XXXX.
Regards, .
SK
Customer Services Executive
From the Office of Charles Dunstone
