Dear Mr.. xxxxxxxx,

I would like to start with my sincere apologies for the problems you have faced with your unit. This is an unusual situation, but I assure you, we will take care of this as quickly as possible.

I have forwarded your email to the repair facilities manager and asked him to get back to me by the end of today with an explanation.

In the meantime, I have asked my Level III Technician, Brian to handle this case for you. He will be in contact with you this morning and will make arrangements to get you a new unit as I see your original unit was less than 2 months old. We will handle the expense of picking up the defective unit so that you do not incur any further shipping costs. I have asked him to have the new unit shipped here to corporate for him to go over, as I am confident that Brian is the best person to make sure the replacement unit is working at 110%, before shipping to you.

Please do not hesitate to contact Brian with any questions or concerns, and please feel free to contact me as well.