Practice Task 14 · Parts 1–4

From: Marisol Fontaine, Customer

To: Customer Care, Brindlewood Home Appliances

Subject: Repair invoice #4471 — I believe this is still under warranty

Hello,

I bought a Vantree dishwasher from your Elmvale store in April of last year, and it stopped draining properly two weeks ago. A technician came out on the 12th, replaced a drain pump, and left an invoice for $214, which I was not expecting since the sales associate told me at the time of purchase that the appliance carried a two-year manufacturer's warranty covering parts and labour.

When I called to ask about the charge, I was told that the warranty only covers the motor and control board, not pumps or hoses, and that I must have misunderstood the associate. I still have the printed brochure from the sale, and it lists "mechanical components" as covered, which I would think includes a pump.

I would like this charge reversed, or at minimum a clear explanation of what the warranty actually covers, because the verbal information I received at purchase does not match what I am now being told.

I should mention that I also purchased the optional extended protection plan for an additional $89, which the associate said would cover "anything the manufacturer's warranty does not." I have not yet checked whether that plan would apply here, since nobody has mentioned it to me.

Please let me know how you would like to proceed, and please send me a copy of the specific warranty terms that apply to my model.

Regards,

Marisol Fontaine

Order #BW-88213

— REPLY —

From: Customer Care, Brindlewood Home Appliances

To: Marisol Fontaine

Subject: RE: Repair invoice #4471 — I believe this is still under warranty

Dear Ms. Fontaine,

Thank you for the detailed account, and I apologize that the phone representative gave you an incomplete answer. I have reviewed your file, including the brochure language you quoted, and I agree that "mechanical components" is ambiguous enough that it should be read in the customer's favour.

However, the manufacturer's own warranty, which is separate from our brochure summary, explicitly excludes pumps, hoses, and seals after the first ninety days, covering only the motor, control board, and structural frame for the remaining term. Our brochure oversimplified this, and I have flagged it for revision.

The good news is that your extended protection plan does cover pumps for its full three-year term, with no deductible for the first claim. Since your repair falls within that plan's coverage, I can refund the $214 in full rather than treat it as a warranty dispute. Please allow five to seven business days for the refund to appear on your original payment method.

I have also attached the manufacturer's full warranty document and a summary of your protection plan for your records.

Sincerely,

Customer Care Team