Although we are grateful that you chose to be our esteemed customer of LG4, we regret to inform you that since the user’s manual emphasized that the LG4 phone is not a waterproof handset, we shall be unable to process your request of refund of your money as the handset got damaged due to the drop of your phone in water. Mobile phone is generally a delicate piece of gadget and hence it would have been more appreciable had a little more care been taken towards the same. Apologies for the inconvenience caused.
I first chose to be thankful to the customer for choosing our gadget because this customer also in a way gave us an opportunity to serve him in spite of him not being able to avail the full value of the product, although because of his own negligence. Hence, a positive start by appreciating the customer. Next, I chose to emphasize upon the user manual in a subtle way such that it does not cause an anger on the mind of the customer after we prompt the customer about his negligence in overlooking the cautionary words in the manual. I then attempted to reach out to the customer that it was his fault and not that of the Company that the phone got damaged due to its extreme contact with water. However, if the same is told in a more softer way, it would probably help the customer understand our point that we are liable towards the customer only in case of the manufacturing defects and not for the carelessness on the part of the customer. Finally, another attempt is made to conclude the message with confirming that we are apologetic as we shall not be able to honor the request.
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