9.7 Document for Analysis: Claim Denial Warranty Does Not Mean a New Device Following is a letter to a customer who demanded a brand- new replacement smartphone under her wireless phone protection plan. YOUR TASK Revise the message

Current date Ms. Mia Tranquillo 501 Westhampton Way

Richmond, VA 23173

Dear Ms. Tranquillo: This letter is being sent to you to inform you that warranty repairs or replacements are not available for damage caused by operator fault. The dot inside your smartphone indicates in bright red that the device suffered prolonged exposure to liquid. The phone also shows signs of heavy external abusequite rightly excluded from coverage under your protection plan. Your phone retailer, Westhampton Wireless, at 422 Pleasant Valley Road, forwarded your device to us. Our service tech- nician made an inspection. Thats when he discovered that your Zero Plus handset had not been treated with proper caution and care. He said he had never seen such a gunky phone interior, and that without a doubt the gadget was subjected to blunt force on top of that! You are lucky that the touch screen did not crack or break and that you didnt lose all your data irretrievably since you apparently didnt bother to arrange for a backup. Todays smartphones are sophisticated high-tech devices. They must be handled with utmost respect. You wouldnt believe how many users acci- dentally drop their phones into the toilet. The Peace of Mind Plan that you have purchased gets rave reviews from users. They love the protection their expensive equipment enjoys at a low monthly cost of $9.99. However, this plan plus the manufacturers warranty on your Zero Plus covers only this one thing: manufacturing defects. Your warranty has expired by now, but it wouldnt cover neglect and abuse anyway. Your Peace of Mind Plan is in effect but only covers you for theft, loss, and malfunction. It explicitly excludes liquid and physical damage. In any case, there is always a deduct- ible of $99. We cant replace the Zero Plus at no charge, as you request. But we could sell you a remanufactured model, at a cost of $149 plus tax. Your other option is to purchase a new device at full retail cost. Furthermore, since you have a two-year contract, you will be eligible for an upgrade as you are nearing month 20. You could go to www.westhamptonwireless.com to browse new calling plans and see current smartphones and perhaps order a product or service online. Let us know what you want to do. We pride ourselves on our unparalleled customer service. Sincerely,