Consider the following before you begin writing:

- Open with a short buffer statement indicating that you received and understand the request

- Communicate that you value the customer's business

- Provide an accurate, objective summary of the issue the customer encountered

- Communicate what the cases are designed to protect and what is covered under the warranty

- Deny the request for a new phone without being abrupt, insulting, or accusatory

- Offer an alternative solution to the customer

- Make any alternative solutions easy for the customer to understand and simple for the customer to take action

- Close the message cordially

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