Apology Note for Product Defect Outline

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Introduction

• Address the customer directly and express regret for the product issue.

• Acknowledge the disappointment and inconvenience caused.

Description of the Issue

• Briefly explain the nature of the defect (e.g., performance, safety).

• Mention when the defect was discovered and the investigation process.

Apology and Accountability

• Take full responsibility for the defect and its impact on the customer’s experience.

• Offer a sincere apology for any trouble caused.

Resolution Steps

• Provide a solution, such as a full refund, replacement, or other options.

• Detail the process for the customer to return the defective product and how the resolution will be processed.

• Mention the implementation of additional quality control measures to prevent future issues.

Customer Support

• Offer contact details for further assistance (e.g., phone number, email).

• Reassure the customer that support is available for any questions or concerns.

Closing Remarks

• Apologize again for the inconvenience and express gratitude for the customer’s understanding and patience.

• Reinforce the company’s commitment to customer satisfaction.

Sign-Off

Close with a professional sign-off, including the name and position of the sender.

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