# Goodwill Contribution Request — Appliance Repair
Date: 19 October 2026
Parties and reference: Customer: Helen Shaw, 8 Example Mews, Nottingham. To customer care, Example Home Appliances Ltd, 22 Retail Example Road, Nottingham. Order EXAMPLE-WM-2406, washing machine model EXAMPLE-WASH-7.
## 1. Purchase and recent fault
I bought the washing machine from you for £420 on 3 June 2024, with delivery on 6 June. The stated 12-month manufacturer's warranty has expired. The drain pump stopped working on 7 October 2026 during ordinary household use, and I stopped using the machine to avoid water damage. The purchase receipt and serial-reference photograph are enclosed. There has been no known misuse or unauthorised modification, although I recognise that the cause still needs proper assessment.
## 2. Diagnosis and repair estimate
Example Appliance Repairs inspected on 12 October and quoted £180 inclusive of VAT: £30 diagnostic attendance and £150 for the pump and repair labour. The £30 has been paid and is included in, not additional to, the £180 total. The remaining work has not been authorised. The technician identified a failed pump but did not establish that a defect existed on delivery. I can provide the written report and allow a reasonable inspection if you wish to investigate before responding.
## 3. Specific goodwill request
As a practical goodwill resolution, please contribute £90, half of the total repair cost, either by reimbursing me after a paid repair invoice or by agreeing payment directly to the repairer. I would then bear the remaining £90. This is a request for a discretionary contribution, not a demand for an automatic 50% statutory payment. If you offer an approved repair instead, please explain the arrangements, cost to me and expected timing before any work is commissioned.
## 4. Warranty and statutory rights kept separate
Expiry of a manufacturer's warranty does not by itself remove my rights against the retailer under the Consumer Rights Act 2015. Whether a statutory remedy is available depends on matters including satisfactory quality, reasonable durability, the evidence and the applicable burden of proof; I do not describe a limitation period as a guaranteed appliance lifespan. This goodwill request does not concede that no legal claim could exist. Any proposed full-and-final settlement must be separately and clearly explained rather than hidden in a refund condition.
## 5. Response and next steps
Please reply by 2 November 2026, a requested customer-service date, with your proposed contribution or reasons for declining. I am not alleging a general product recall or a dangerous defect without evidence; if a safety concern is identified I will stop use and follow qualified advice. I will seek further consumer advice if we cannot resolve this and keep all invoices so there is no double reimbursement. Signed Helen Shaw, 19 October 2026; helen.shaw@example.com. No card credentials or bank-account numbers are included.