Dear Mrs. Wood,
Thank you for your letter of 01 September enclosing the defective ‘Big Benny’ alarm clock.
Your comments on the performance of the clock are very interesting and I have passed it to our engineers for inspection.
Meanwhile we are arranging to replace your clock with a new one which has been tested thoroughly to ensure that it is in perfect working order. This will be sent to you within the next few days.
I am sorry for the trouble and inconvenience this matter has caused you, but am confident that the replacement clock will prove satisfactory and give you the service you are entitled to expect from our products.