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Dear Mr. Taylor:
Thank you for your January 2 letter and the photographs showing the Relon being used on an elbow. The excessive shrinking visible on your photos does indeed make the product look poor by comparison to the Fulgate material shown adjacent to it. I can imagine how frustrating it must have been to watch the tape pull back as you added heat.
I want to try to shed a little history on the evolution of our tape product so you will have a better understanding of its shrinking characteristics .... This new product, then, seems to be a good compromise for the uses our customers normally cite, and we’ve been able to price it much lower than the Fulgate tape. Of course, with uses other than those we had in mind with the product’s design, problems do arise such as the one you mentioned.
I have forwarded your letter to our product engineering section, and I will phone you when I have a response from them. In the meanwhile, we suggest for your purposes you try a wider roll of tape with at least a 6" overlap.
In any case, we will be happy to refund your money on the tape you purchased from us. We’ll simply issue you a refund check, or you may use the enclosed credit voucher against your next order with us. Please let us know which alternative you prefer.
In closing, let me again say how much I appreciate your bringing this matter to our attention. We realize it would have been much easier just to stop buying our product than to write a letter and send photos. We certainly appreciate customers such as you, who often offer ideas for innovative improvements for our products. Thank you.
Sincerely,
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