(Passage 1)
To: Helen Blithe <lovelybunny@systek.com> From: cs@electroland.com Date: August 18th at 16:45 Re: Extremely dissatisfied! Attachment: electroland_refundpolicy.doc
Dear Ms. Blithe,
Thank you for your e-mail of August 17th. We have investigated your complaint with the staff members of Electro-Land in Torrance (Redondo Blvd. branch). Unfortunately, we are unable ro comply with your request for a refund and must uphold the decision made by the sales clerk that you dealt with at the store. She was following company policy.
I have attached a copy of our refund policy for your review. This would also have been printed on the back of your receipt. As you can see in point 4, we are not able to offer refunds on software that• has been opened if you do not have the original receipt. I hope you can appreciate that, once the product is opened, it cannot be resold, and is therefore valueless to us.
In addition, I understand from your e-mail that your computer did not have the minimum requirements to run the software, so you could not use it. However, the minimum system requirements are listed by the manufacturer on the outside of the box the software came in. So, you did not have to open the box to find this out.
We regret the situation and hope to continue to serve you in the future.
(Passage 2)
Electro-Land Refund Policy for Electronic Games and Computer Software
1. If you have your receipt and the package has not been opened (the security seal is unbroken), we will offer you your choice of a refund or an exchange coupon.
2. If you do not have a receipt and the merchandise has not been opened (the security seal is unbroken), you will be offered an exchange coupon. Cash refunds are not available in this case.
3. If the package has been opened (the security seal is broken) and you have a receipt, you will be offered a refund or exchange only if the item is defective or unfit for the intended purpose.
4. If you do not have a receipt and the merchandise has been opened (the security seal is broken), no refund or exchange is permitted.
An Exchange Coupon can be redeemed at any Electro-Land store for any purchase or (where applicable) a repair of the item. This coupon can be used to replace the returned merchandise with either the same item or an alternative of your choice. The value of the exchange coupon will be the system price of the returned merchandise on the day of the return. You will be requested to produce suitable identification, such as a Driver\'s License, or any other form of identification that contains your name, address, signature and photo will also be accepted.
