Sears Holdings Corporation

September 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the appliance that he purchased in March After reviewing Mr [redacted] complaint and our records, we were able to determine that as a onetime courtesy, an exchange was completed on August 1, with a comparable model number since the original appliance is no longer availableWe contacted Mr [redacted] on September 12, and informed him of the action taken, which was satisfactory to himWe hope that Mr [redacted] appliance will provide him with long term satisfactionSince we were able to provide Mr [redacted] with a resolution that was to his satisfaction, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct - [redacted]

October 23, Nita V [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: #- Fahm [redacted] Dear MsV [redacted] : This letter will acknowledge that we have received the additional information submitted to your office by Mr [redacted] , and we have provided the following response, in its entirety, to him via email as he has requested: Dear Mr [redacted] , I am writing to you in response to your request to be contacted by email onlyHowever, I would like to start by explaining that while Sears does offer online chat services and online scheduling, Sears service units do not have the ability to correspond by chat or emailEmail may make it more convenient to correspond at our customer's convenience, but where service issues are concerned email can at times become confusing and delay the resolution, especially if appointments need to be scheduledWith that having been said, your complaint seemed to indicate that your dishwasher repair had already been completed, but you were dissatisfied with delays and/or rescheduled service appointmentsOur service unit manager attempted to reach you by telephone to confirm whether this was correct and discuss your complaintWhen she could not reach you after attempts on different days, she scheduled a service appointment just to make sure the earliest date would be available for you once you returned her callThe service appointment would have been cancelled immediately if you were to have notified her that you did not need a repairAt this time, our records show that the last service attempt was made on October 3, 2015, and the service order was closed the same dayWe apologize that this plan of action did not meet your needsOur service units do not take complaints lightly, and we can only suggest that this is the reason they continued to attempt to provide service to you even without your responseWe have informed them that although their attempt may have been to provide personalized service to you, in the future they need to receive direct contact from you before scheduling any appointments Because you mentioned calling and receiving incorrect appointment information, I feel it may be important to mention that I have found separate merchandise and service listings for youTwo are shown for the address you provided with your complaint, and two are shown at another addressAll have the telephone number you provided, but with your permission these listings can simplified to show either all items on one address, or one listing for each different addressThis would greatly improve our schedulers' ability to view your service records and confirm appointments for you, since they are limited to viewing only by the single address or telephone number you provide them In reference to your request to be paid for lost time and wages, unfortunately, monetary compensation is not a condition of manufacturer's warranties or Sears protection agreementsAdditionally, neither make any promise that repairs will be provided within any specific time frame or dateRegardless, we would be willing to offer a $gift card that can be used at any Sears or Kmart store, as a good will gesturePlease let me know if this is something you would like You are welcome to reply to this email or contact me on my direct telephone line at [redacted] Please leave a message if I do not answer and I will return your call as soon as I return Sincerely, NICKI [redacted] REGULATORY SPECIALIST, regulatory complaints O: F: imx integrated member experience We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext

Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Randall C [redacted] class="InsideAddress"> Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding his range On receipt of Mr [redacted] complaint we reached out to him and were informed that he no longer had the range and had purchased a new one from SearsWe offered Mr [redacted] a 20% sales adjustment for his inconvenience which he acceptedWe have processed that which totaled $which was processed back on to his credit card ending in Since this resolution was acceptable to Mr [redacted] and he is no longer in need of assistance we have closed this case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] Vanessa.L[redacted] @searshc.com

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Christian [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his rangeOur records indicate that on August 5, 2016, a new window pack was installed in his rangeThe technician noted that the install was completedIf there are any outstanding issues, Mr [redacted] can contact Melony [redacted] at ***/***-***Since we have noted the installation of the window pack, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further ***stions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

December 14, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Ileana R [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms [redacted] ’s complaint regarding her request for reimbursement for tires she purchased elsewhere after experiencing a blowout with two tires purchased from Sears It is unfortunate that we failed Ms [redacted] ’s expectations when she recently contacted our Sears Auto CenterWe value her patronage and can understand her frustration with the series of events noted in her complaint Although we empathize with Ms [redacted] ’s situation, it is important to clarify that tire blowouts are not necessarily the result of a manufacturing defect, since they may occur as a result of anything that allows air to escape from the tire Many conditions, including road damage, can lead to decreased air pressure, which allows a tire to overheat and flex beyond its limits This condition of low pressure eventually prevents the tire from supporting the weight of the vehicle causing it to fail With that having been said, Ms [redacted] states she did purchase Road Hazard coverage from Sears but because she felt the amount she was quoted for new tires was too high, she made a decision to forego her coverage and purchase new tires elsewhere While we can certainly appreciate that Ms [redacted] needed to make a decision quickly, we must also clarify that reimbursement for tires purchased from a third party is not a condition of the Road Hazard Warranty and we are unable to honor this request Road Hazard and manufacturer’s warranties require a physical evaluation of the tires before any coverage amount can be determined As such, any prices that may be provided by telephone are considered informal, undocumented, and/or time-sensitive For the aforementioned reasons, we can only reiterate that we empathize with Ms [redacted] ’s situation and regret any inconvenience she may have experienced Since Ms [redacted] did not allow Sears Auto Center to evaluate her tires and provide a resolution appropriate to the terms of the manufacturer’s and/or Road Hazard Warranty coverage, we have documented her concerns and closed our file regarding this matter We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext

Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Nitin [redacted] class="InsideAddress"> Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service under her Sears Appliance Warranty We would first like to point out that [redacted] is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms [redacted] contract Upon receipt of Ms [redacted] complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan [redacted] has moved forward with a replacement for Ms [redacted] refrigeratorMs [redacted] advised [redacted] that she had already been contacted and accepted the replacement and at this time delivery is set for November 21, At this time since [redacted] is replacing the refrigerator we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com

I had an appointment at Sears Auto in Valley Stream NYI had to wait mins in line to just to check inWhile waiting in a line a woman cut me, when I spoke up the women yelled and cursed at me and none of the employees did anything but put their heads downWhen I finally checked in I was told that it would be hours just to get my oil changed even though I had an appointmentSince I was on my lunch hour I had to leave after wasting minutes standing in lineThe Employees did not apologize for the delay or explain what was causing the delaysTo add to the delays, the employees moved at a glacial pace I will definitely never go back

Initial Business Response / [redacted] (1000, 6, 2015/09/12) */ September 12, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have been unable to complete the investigation of Ms[redacted] complaint regarding her dissatisfaction with the quality of the glass table and the problems she encountered when she contacted customer service for assistance with a replacement Upon receipt of Ms[redacted] complaint we made attempts to contact Ms[redacted] via email and voicemailSince she has not responded, we are unable to resolve Ms[redacted] issue until we have the opportunity to discuss the matter with herShe may contact her case manager [redacted] at (XXX) XXX-XXXX or at [redacted] @searshc.comIn the interim, we will consider this matter closed, pending her response Again, we apologize to Ms[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com

Contact Name and Title: Erica [redacted] Contact Email: Erica[redacted] @searshc.com August 26, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: #[redacted] - Cassidee [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding her dissatisfaction that her tv failed and has had repair that is taking longer than expected Upon receiving Ms***'s complaint, we researched her repair history and apologize that it has taken so long to repair her tvUnfortunately, a refund is not an option at this point as it has been well over days from the date of purchase which was May 15, We can exchange Ms***'s tv but it would be a dollar for dollar replacement which would give her $to use towards the purchase another tv as this model is no longer availableShould she wish to accept an exchange tv at a dollar for dollar replacement value, she can contact Erica [redacted] at Erica[redacted] @searshc.com and I will replaceBecause Ms [redacted] has waited without a tv for an extended period of time, I have processed a gift card in the amount of $which will be received in 7-business daysThat being said, because we have offered Ms [redacted] a dollar for dollar replacement and processed a $gift card, we respectfully request this complaint be closed Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist 512- [redacted] Erica[redacted] @searshc.com

Contact Name and Title: [redacted] October 21, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Ms [redacted] complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairSince receiving Ms [redacted] complaint on October 12, 2015, multiple attempts have been made by [redacted] with unit [redacted] to contact her to discuss this matter and move up serviceSeveral messages have been left since we were notified of Ms [redacted] concerns over a week ago; however, Ms [redacted] has not returned any calls to dateWe value Ms [redacted] patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms [redacted] at ( [redacted] at her earliest convenienceOur records show that Ms [redacted] is currently scheduled for service on October 23, With that said, since we have documented Ms [redacted] concerns and made a concerted effort to reach her, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

September 8, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: David J [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his refrigerator First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigerator After reviewing the notes in our service system, our office authorized a replacement under Mr [redacted] ’s Master Protection Agreement (MPA) Based upon the features of Mr [redacted] ’s current refrigerator and as the same model is still available, it was determined that $2,would provide him with a comparable replacement under his MPA An email was sent to Mr [redacted] on September 8, 2016, explaining the replacement process As stated in the email, Mr [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him Mr [redacted] will need to provide the telephone number on record, (303) 696-1944, to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty Although the manufacturer’s warranty will expire one year after delivery, the MPA will provide extended coverage until February 5, With that said, since we are providing Mr [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Mr [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his washer It is unfortunate that we failed Mr [redacted] expectations when he called Sears for service on his washer We value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that we failed his expectationsWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on June 28, when a new control board was installedThe washer was then tested and was found to be operating as designedAt this time, since we have noted the completion of the repairs to Mr [redacted] washer, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

January 16, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dryer and her request to have the unit replaced under her Master Protection Agreement (MPA) Upon receipt of Ms [redacted] complaint, we reviewed her service history to determine whether she qualifies for a replacement dryerOur records show that Ms [redacted] purchased the Master Protection Agreement (MPA) on January 9, Within the last year and since purchasing the agreement, Ms [redacted] has had one service call completed Our records show that the repair to Ms [redacted] dryer was completed on January 13, While we understand that Ms [redacted] is frustrated and feels that her dryer should be replaced, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its last product failure ” As we stated previously, Ms [redacted] dryer has only had one qualifying repair to date Since we have explained why a replacement is currently not an option for Ms [redacted] , and we have documented her concerns with the repair process, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

June 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the cordless leaf blower As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe receipt that Ms [redacted] was provided clearly states the following “Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or an associate for details.” With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms [redacted] purchased the leaf blower on May 16, 2016, and attempted to return it on June 19, she was clearly over the 30-day “hassle-free” return period However, after the Sears hassle-free 30-day return/exchange period has expired, the leaf blower is covered by the manufacturer’s warrantySince Ms [redacted] mentioned in her complaint that the leaf blower was malfunctioningThe leaf blower does have a year warranty on the battery and year warranty on the unitThe warranty states that with proof of sale, a defective product will be replacedMs [redacted] cannot return the leaf blower but if it is malfunctioning then we will exchange it as per the warranty [redacted] Store Manager for store [redacted] made multiple attempts to contact Ms [redacted] and left voicemails with his contact informationSince she has not responded, we are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with herShe may contact Store Manager [redacted] In the interim, we will consider this matter closed, pending her response We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

January 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding her SYWR account We have spoken with Ms [redacted] and we found that her account had been properly credited points according to her purchasesIt seems there was some confusion as to exactly what qualified to earn pointsAs a customer courtesy, we offered to provide Ms [redacted] with $worth of points and she acceptedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

I had a problem (water leak) with a relatively new washing machine (yrs) The technicians (sent by Sears Holdings Corporation / Colorado Springs, Colorado), that attempted to diagnose and repair the washing machine made the matter worse I attempted to get my money refunded (diagnostic fees); and Sears refuses My issue with technicians: both lacked training, experience and motivation The trip charge or "diagnostic fee" is what they are after This fee is non refundable This company does not stand behind its work - attempts to inform management of the shoddy work were wasted effort Sears should go bankrupt

October 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #- Sanjay [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***'s rebuttal regarding his dissatisfaction with the delivery of a damaged dishwasher and his request for additional compensation We have reviewed both Sears' response and Mr***'s rebuttal, and we do not find that Mr [redacted] has brought any new information to his complaintWhile we understand that he was dissatisfied with the service he received, our records indicate that we provided Mr [redacted] with a $eGift card on September 2nd as an apology for damage that occurred to the dishwasher during deliveryMr [redacted] still opted to exchange the dishwasher for an undamaged one and as stated in our previous response, he has received $reimbursement for alleged installation charges by a third party providerUpon receipt of this rebuttal, Sears Home Delivery issued Mr [redacted] an additional $90.00, although the shopathome.com site is not affiliated with Sears and their rebate offers are not offered by SearsRegardless, Mr***'s check was issued on October 7, 2015, and is expected to arrive within ten business days of this dateWhile we empathize with Mr***'s situation, we are unable to grant any further requests for compensation in relation to this orderMr [redacted] is welcome to contact Sears Home Deliver directly if he needs any further assistance with his current dishwasher purchase and delivery order We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext

Complaint: [redacted] I am rejecting this response because of the following inaccuracies in the response: 1) The problem was a loss off electricity to the washer and dryer2) The new technician who came found that the previous one had without knowing switched off the electricity to the washer and dryer3)The new technician attributed the failure of the dryer to heat properly as due to control panelThe prior technician attributed it to the need for a new thermostat Sincerely, [redacted] ***

During a Cyber Monday sale I purchased a tool set for $and other items totaling roughly $Out of that $I used a $gift cardOn the website it made it seem like the tools will all be available to pick up at the local storeI received an email stating that the order was ready so I went to pick it upWhen I got there they informed me that the $tool set was not there and that it would be in the next dayI checked the next two days and it was not inOn the third day I called Sears member services who informed me that it wouldn't be in for another days which is much longer than I was lead to believe by the website and the representative that filled the rest of my orderSo the representative informed me that if I canceled the order I could order one that will be sent to my home and have it in daysI reluctantly agreed and told the agent that I do not want a gift card and was assured that the money would be returned to my credit cardI never would have canceled the order if I knew that they would give me a $gift card back and the remainder back on the credit cardI received an email stating that this would be happening days after I was told that I would get the full amount back on the credit cardI called in to ask about this and was transferred to a supervisor who would do nothing but apologizeLiterally nothing! For minutes I was told repetitively that there was nothing that could be doneAfter being lied to several times I am in no mood to continue shopping at Sears and informed the rep that I will no longer be shopping thereAt about minutes into this phone call the only resolution I was offered was a $Sears store creditI asked the rep I was speaking with (Juliet Employee ID [redacted] for the Employee ID of the agent who lied and told me that the amount would be fully refunded to my credit cardShe refused and said that it doesn't matter and that I didn't need itMy wife tried to call and talked to two reps [redacted] ) and the only thing that was offered was to send an email to billing with no guarantee of a refundAt this point I highly doubt they will get back to us, let alone issue us the proper refundTerrible customer service

Complaint [redacted] I am rejecting this response because: When I first used the item it was not working which is when I brought it in for servicing under the warrantyIt's not a "good will gesture" as Sears puts it as it was under warrantyAdditionally, it was not a result of owner issue as the item was never used from day of purchase until it was required to be brought in for servicingPrior to me bringing in the item in for servicing, I called the customer service department, explained the situation and was assured that I would not be charged a service or repair feeAs it seems this was mis information communicated on Sears's part, it is not the fault of the customerAs I did put gasoline in it in realize it did not work to then bring it in for servicing, I expected the store/service department to had advised the customer that it should be empty if it will not be used for an extended period of timeFurthermore, I have a snowblower, rilawnmower which are all seasonal items that are not used consistently used every month and has never experienced this issueSecondly, when I finally received a call from the device department, I was informed that it would be $to clean the carburetor but they're might be additional charges once that is fixedWhy would a consumer invest $to have it cleaned when there could be an additional couple hundred of dollars of repairs when the item was not even $When I declined the service, I strictly informed them to have the service department contact me to discuss next steps before proceeding with anythingI was advised that I would have been contacted within 24-business hours from the service departmentBusiness days passed and no call was received so when I followed up, they informed me that the item was sent back to the storeOn many levels, I have been mis-informed about what what going onI even spoke to another associate who said the store would waive the service fee and then the store couldn't do anythingI expect a refund for this item as this has been going in circles with incompetent associates and it is unethical to sell a defective product to a consumerdays is not a long enough period for a customer to use a merchandise such as this oneit is not a TV or appliance where the customer would instantly use and realize if it was defectiveAs I did not use it once until I needed to bring it in for servicing, it is clear that the item was defective since the beginningAdditionally, since it took the company almost two months to return the item to me, by the logic of the response from Sears, then was defective before it was returned to me since the gasoline would have been in there for more than days without useI would like to stress the importance that a good will gesture is not doing something you are required to do per the warranty Sincerely, [redacted] ***