Notice of Violation of Warranty Exclusion. It’s great to offer a warranty on products because it makes customers feel more comfortable.
However when a customer causes a defect in the product themselves during their own modification, this repair should be excluded from the warranty.
When this happens, you can send this letter to explain the situation.
While this isn’t the response they were hoping for, you can enclose a copy of the warranty to back up your decision.
Also, you can still offer to make the repair – but at your standard rate.
Enclose further instructions on what they need to do if they choose to pay for the repair and you’re all set!
The [product] which you sent us for repair has been modified in the following manner: [specify] _________. This modification is a violation of the terms of our warranty.
I am forwarding a copy of our written warranty in case you have misplaced yours. You will note that the warranty does not cover "A defect caused by the modification or repair other than through [specify] or its Authorized Agent."
We will make the necessary repair for you, if you wish, at our flat charge rate of $ ______. We have enclosed a card for your convenience with pre-printed instructions. Simply check off the appropriate box and we will act accordingly.
We must ask that you remit the cost for repairs with your instructions, if you would like us to service the product.
I trust you will understand why we are unable to provide this service free to you at this time.
Thank you for purchasing one of [name of firm's] products.
We hope that we can be of service to you in the near future.