June29, 2004 Mr. John Jones 1500 Bank Street Los Angeles, CA90045 Dear Mr. Jones: Thank you for your letter to let us know the problems regarding an espresso machine. We at Coffee Aroma strive to serve our customers with best effort. We appreciate your patience in this matter and your suggestion is helpful to our company. The problems have been brought to the attention of our sales department. We understand that you have bought two espresso machines, …showed first 75 words of 282 total…

…showed last 75 words of 282 total…staffs to ensure our customer services is qualified. Thank you again for your letter. We have enclosed a catalogue of the $269 espresso machine. If you prefer to have the replacement of $269 machines, please contact our customer service representative at 555-555-2221 or visit our shop. We are glad to serve you in the future. Sincerely, XXX Customer Service Representative Cc: Mr. Alan V, Director of Customer Service Representative Enclosure: A catalogue of the $269 espresso machine