Dear Miss Whittaker ,
Thank you for your email. Please accept our sincere apologies for the defective of our service.
We will take full responsibility for this claim and pay for the express charge & accessory cost!I hope that you will not let this unhappy incident to lose the confidence for our business.
l already asked a 3 d party to deal with our after-service issues in Canada and US，and set up an 800 toll-free call. Therefore，consumers could contact with this company directly for any questions when using our products.If any parts damaged ,house calls will be also solved as quickly as possible.
It is our guarantee that the similar incidents will not happen again.
Thanks and best regards ,
1. We will take the responsibility for this serious claim.
2. Please accept our sincere apologies !
3. We will set up an 800 toll-free call for after-service.
4. House calls will be solved from 9 a.m.to 5 p.m.every Monday to Saturday.
5. We regret the accessories shortage cause by our omission.