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Dear Sir or Madam!

I’m writing with reference to the Mountaineer, Item ***, I bought from you two years ago.

The backpack broke the first time I used it.

I would be grateful, if you could give me a substitution for the damaged backpack.

I was hiking in a dangerous area with heavy gear (70 pounds) in the backpack, but then the zippers became unstitched, the ice-axe loop ripped off and one of the carrying straps ripped out.

It would be fair, if I could get the *** Pack as a replacement.

I’m a regular customer, I’m usually very satisfied with your equipment and it would be great, if this could remain unchanged.

Thank you for your understanding and I’m looking forward to hearing from you.

Yours sincerely, *Name*