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9.6 Document for Analysis: Claim Denial – No New Droid for You
To: Lynda Brownsmith <lbrownsmith@aol.com>
From: Michael Quinn <mquinn@unitedservice.com>
Subject: Replacing Your Damaged Droid
Cc:
Bcc:
Dear Ms. Brownsmith:
As you have done, many of our customers purchase the Peace of Mind Plan to insure their valuable
smartphones for theft, loss, and malfunction. The low fee of $5.99 a month is a wise investment in
protecting your expensive device.
Although fairly sturdy, today’s smartphones are very sophisticated electronic gadgets that require proper
care and handling. The Peace of Mind Plan is designed for the most common incidents smartphone
owners experience, such as when their devices are stolen, lost, or defective. In addition, all our cellular
phones are backed by a one-year manufacturer’s warranty against manufacturing defects. Under the Peace
of Mind Plan, we gladly replace smartphones as long as they have not been exposed to liquids or have
sustained physical damage. Our service technicians discovered that the dot indicating liquid intrusion
inside the device had turned bright red. In addition, the smartphone showed signs of blunt force.
Although the one-year manufacturer’s warranty has expired by now, you have options, Ms. Brownsmith.
You may want to purchase a low-cost remanufactured Droid for $49 plus tax. Alternatively, you could buy
any of our newest cell phones at full retail cost. Furthermore, your two-year contract is nearing month 20.
This means that you will be able to choose from a number of free or inexpensive models with a new
two-year contract.
Please visit any of our retail outlets for a personalized consultation, or go to www.alphawireless.com to
browse new calling plans, view current smartphones, and order your product or service online.
Sincerely,
