Making an adjustment for faulty goods

Dear Sirs, Thank you for your letter of 26 January. We are very sorry to hear about the difficulties you are having with your new 4CP60 printing press. When our engineers installed the machine last month, they satisfied themselves that it was functioning perfectly. They did, however, have some reservations about the ability of your operatives to carry out routine preventive maintenance. We believe it is essential that one of our engineers come to your factory for a period of two weeks for the purpose of:                             1. putting the press into perfect working order;                             2.  training at least two of your operatives in routine preventive maintenance. We hope you will agree to our proposal. There will be no charge since the press is still under guarantee. We apologize for any inconvenience you have had. Yours faithfully		Useful phrases Line 2 We are very sorry to hear about the difficulties you are having with your… Line 5 They did have some reservations about the ability of your operatives to carry out routine preventive maintenance. Line 7 We believe it is essential that one of our . . . come to your factory for a period of ... for the purpose of... Line 13 We apologize for any inconvenience you have had. Notes Para. 1 Identify the reference. Para. 2 Mention the complaint. Para. 3 Give your opinion on the cause of the problem. Para. 4 Suggest practical steps to remedy the problem. Para. 5 Offer the serivce sincerely. Para. 6 Apologize for the inconvenience.
Comments The machine involved is very expensive. It is still under guarantee, so the supplier is willing to get involved in the recurring expense of future visits by engineers. A practical solution in the form of training for the local operatives is offered.	Alternative phrases Line 2   I regret to learn of. . . Line 4   …they were satisfied that it was working properly. Line 5   They were not, however, confident about... Line 6   ...to perform routine maintenance. Line 7   We would like to suggest that. . . Line 11   ... because the press is still . . . Line 13   We offer our apologies for . . .