Headlight Broke under warranty, Dealer giving me hassle

Ocelaris · 08-19-2011, 12:15 PM

So the driver's side headlight has been in twice for service since we bought the car (we've had it a year and a half), and it just got out of regular warranty, and into CPO Extended warranty. One of the HID bulbs burned out, so I bought OEM ones and replaced them myself. Upon inspection of the headlight that they "fixed" twice, it was broken inside the headlight, plastic piece snapped off.

So I brought it in to get it replaced, and the Service Advisor said it wasn't covered under Extended Warranty as it was electronics. Fine, but we had brought the car in twice before when it was under regular warranty and they said they fixed it but didn't (I never checked, but assumed it wasn't broken as it was aimed correctly). Apparently there was a ticket in 2007, way before we bought the car for the same problem. They wanted $1500 to replace the headlight! It's like $700 on ebay for the part.

So the SA went back to the Warranty manager and he called me back, he said given the problems we had earlier he'd give us %15 off! WTF are you joking??? $1200 that's ridiculous. So the Warranty Manager is supposed to call me up and boy is he going to get an ear full.

If BMW didn't fix the problem the first 3 times the car has been in for repair, they're responsible for fixing it correctly if it's already been paid for under Warranty. This is BMW Manhattan btw, they're notorious for giving crap about repairs and not actually doing anything. It's ridiculous how much a PITA it is to get stuff fixed. Am I crazy?

WWONG · 08-19-2011, 12:22 PM

How can you not check if you brought it in twice and told them to fix it?

Ocelaris · 08-19-2011, 12:37 PM

It's not an obvious problem, the headlight aiming straight ahead seemed like they fixed it... I didn't even consider that an internal piece was totally broken and it was just sitting in there. I hadn't gotten my hands dirty with the car yet, and getting into the headlights requires taking off the wheels/fenders. I'll admit, my mistake, but when it appears to be fixed, I guess I was just trusting that there wasn't something major wrong that they patched up.

Ocelaris · 08-19-2011, 03:33 PM

So I called the BMW NA phone number, someone from customer service took my information, tried to get in touch with the dealership, and basically the dealer wouldn't budge over their "15% assistance". So they are submitting a claim to BMW NA corporate or something to see if they can get an "adjustment", or "assistance" if that's what they call it... very shady that they're careful not to admit to anything. It's pretty straight forward, If I had paid for work to be done, and they didn't actually fix it, they're liable to actually fix it. Just because it's under "warranty" doesn't mean I didn't pay for it. I bought a CPO and paid a couple grand over retail explicitly so I would have the warranty/guarantee of a good car. But when you go to make good on that promise, don't expect them to give it to you without a fight.

Just very discouraging that it has to go up the chain of command to get something fixed that they should have realized they made a mistake in the first place. There's no such thing as a hassle free warranty. They do the bare minimum to glaze over the problem. My mistake for not double checking their work, I won't be doing that again. I wouldn't be so upset if this wasn't the first problem they "fixed" which surfaced again a short while later (i.e. windshield washer fluid bottle empties out onto the garage floor after a drive). But I won't go into that.

Gregxi · 08-19-2011, 06:33 PM

In most states any warranty repair is covered for at least 1 year regardless of when the warranty on the vehicle runs out. so if your warranty expired tomorrow and you had a repair done today it would be covered until next year.
I am not familiar with NY law but spend some time on google and you should be able to get the info you need.

John 070 · 08-19-2011, 06:58 PM

This is obviously a troll. Look at the title--"Dealer giving me hassle." That never happens at BMW franchises. Probably a disgruntled Infiniti owner. Sheesh, like BMW dealers hassle their customers and deny warranty coverage. This is a BMW forum and we know that never hapens.

Ocelaris · 08-19-2011, 07:58 PM

I wish I were a troll!

fdriller9 · 08-19-2011, 08:16 PM

Wait so did you personally bring the car in for this issue? Or did they have records for it previously?

And you said you bought the car CPO? It should have been fixed before it was CPO'd but it is NOT covered under CPO if it were to happen after the CPO inspection.

WingZeroX5 · 08-19-2011, 08:24 PM

Quote:

Originally Posted by *********

Wait so did you personally bring the car in for this issue? Or did they have records for it previously?

And you said you bought the car CPO? It should have been fixed before it was CPO'd but it is NOT covered under CPO if it were to happen after the CPO inspection.

+1

You should have a copy of your service records indicating that this was fixed many times in the past and now that it is being problematic should be evidence that it wasn't fixed properly in the past. (assuming you brought it in personally)

But yeah what ********* said.

Legion5 · 08-19-2011, 08:41 PM

If there was work done to the headlight in the past year it should be under the 1 year warranty BMW offers on all repairs.

RaceBlood · 08-19-2011, 08:56 PM

You have proof they had the car in service for the problem, 2 times, it was never repaired. You need to call BMW NA, and raise a stink. Call the BBB, and also talk to the GM, salesman, and get them on same page. How many miles on the car?

Ocelaris · 08-19-2011, 09:15 PM

I brought the car in twice for the problem, and it "seemed" fine, and honestly I was too lazy to get off my butt and start tearing the brand new car apart and check. My previous car, a civic, I had disassembled and put back together so many times I was hesitant to dive in on this new car... Nothing ever goes back together the same...

But the funny thing is the Service Advisor let one slip that it was in for that problem in 2007 (before we bought it)! Like it apparently had been a problem PRE CPO, and they didn't fix it. And since it takes a really big jolt to mess the lights up, it doesn't show up that often. Is there anyway to get a record of all the service done to the car before I bought it? I'd love to see what problems it had...

I did call BMW NA, and they're going to get back to me in a few days with a decision on any "assistance" they can provide... I hate that they call it that, "assistance". Makes me feel like a whiney bitch... honestly, if they don't pay for it, I'll just buy an OEM new light off ebay and do it myself, not worth 1200$.

Service date was Sept. 2nd 2010, bought the car on April 21st, warranty expired March 22 2011. Extended Warranty for CPO is good for another 2 years, but it begs the question if it doesn't cover "electronics" which seem to be the expensive things to fix, what good is it... I gotta reread the fine print.

fdriller9 · 08-19-2011, 10:17 PM

^If you brought the car in yourself and you weren't basing that off service records then the dealer should cover it.

You shouldn't need to look over your car after getting it serviced. BMW trains their techs for a reason....some just don't care and those techs need to be fired.

I never get my car back in 100% perfect condition. There always something I need to adjust when I get the car back....

idrift4wd · 08-19-2011, 10:23 PM

Quote:

Originally Posted by John 070

This is obviously a troll. Look at the title--"Dealer giving me hassle." That never happens at BMW franchises. Probably a disgruntled Infiniti owner. Sheesh, like BMW dealers hassle their customers and deny warranty coverage. This is a BMW forum and we know that never hapens.

dealers give people hard times all the time. IDK what you are typing about

fdriller9 · 08-19-2011, 10:37 PM

Quote:

Originally Posted by idrift4wd

dealers give people hard times all the time. IDK what you are typing about

Pretty sure he was being sarcastic....

John 070 · 08-20-2011, 07:58 AM

Isn't it a shame you can't just pick up two headlights on eBay for $68 new with free shipping, like on my 1998 Nissan? I got tired of cleaning the oxidation (it's a process that doesn't actually work very well, but gotta hand it to dealerships for latching on and offering this service at BMW and Audi). So I just got two new headlamps for $68 on eBay and now they're brand new! Broken fog was $37 when it lists for $250 (this is a Nissan). Life is better when there is an aftermarket....

I don't get why BMW dealerships don't just satisfy the customer. A headlight is nothing. Yes, the list is over $1000. But the part is made in China and really has a cost of next to nothing, maybe $250. Most cos. pay much more than that to satisfy a customer.

Look at the OP's service order. That f***** dealership can't even spell xenon (first it's zennon then it's zenon, then it's zennon again. No wonder they're middle-aged, paid hourly and get no benefits. Well that's what happens when you don't finish HS).

Ocelaris · 09-09-2011, 11:32 AM

So this is basically finished, BMW Customer Relations won't call me back after 3 weeks of leaving messages every few days. And the customer relations lady , who I asked to get me in touch with him basically said to go F$*# myself after 10 minutes of trying to get any "assistance". I've called BMW Manhattan and BMW Mt. Kisco, which is where I bought the car from and who didn't fix the problem like they were supposed to originally. I'll never buy another BMW after this experience, little shit breaks all the time and the dealerships say they've fixed it, but unless you check their work, they don't. At this point I'll go back to a honda, it's not a nice car, but at least it doesn't break, or if it does it's cheap and easy to fix. All that's left now is to write a hand written letter to BMW NA.

Has anyone sued BMW NA for not honoring warranty? I'm just curious, I'm just so pissed that they skirted their responsibility until after regular warranty, that any judge would see they're liable for repairs they "supposedly" fixed under warranty.

fdriller9 · 09-09-2011, 11:40 AM

Dealerships are run by their own managnment. You can't sue BMW NA for this issue.

You may be able to sue the dealership, but you will waste more time and money trying to cope with your loss.

Not to be rude, but suck it up and move on. I see you tried a couple dealerships, but try another one.

BMW Manhattan has a bad rep to begin with. Don't got to BMW of Greenwich either. I had a bad experience there....some others have not but I personally will defer everyone from that stealership!

johnnyboi418 · 09-09-2011, 11:58 AM

dealers are always like that they try to make up 1231324143 excuses not to fix your car. Might as well not offer warranty =]

Ocelaris · 09-09-2011, 12:27 PM

yeah, it's time to move on, it's just my first BMW, and expectations were a bit higher than a normal car dealership, but fool me once, shame on you, fool me twice shame on me. Just expect for dealerships to not do the work if it's expensive for them unless you fight tooth and nail.

Lesson learned, ALWAYS check their work.

pat_03 · 09-09-2011, 12:55 PM

Sorry to hi-jack this thread but not sure where to post this exactly...I recently had the adaptive headlight failure warning in my car, along with the blinking green light on the headlight switch. I had it scanned and was told I needed a new headlight. I have now installed the new headlight but the error is still there and adaptive function still does not work. If I disconnect the battery for a few mins will this help? Or do I need to have it re-coded to take the error away, or have I not fixed the problem?

Ocelaris · 09-16-2011, 11:42 AM

So update, I wrote a letter and sent it via regular mail to BMW Manhattan, BMW Mt. Kisco (where we bought the car), BMW NA, and our sales representative. I sent it Sunday, Friday morning my wife got a call (her name is first on the account) from someone in BMW NA asking her to send documentation (posted above) to her. I was about to fax it and she called and told me to ignore that, that they were going to cover it fully and to call someone at BMW Manhattan. I'm on hold for the guy right now.

Never underestimate the power of a well written letter.

08-19-2011, 12:15 PM	#1
Ocelaris Private 1 Rep 65 Posts Drives: 328xi Join Date: Apr 2010 Location: NJ iTrader: (0)	Headlight Broke under warranty, Dealer giving me hassle So the driver's side headlight has been in twice for service since we bought the car (we've had it a year and a half), and it just got out of regular warranty, and into CPO Extended warranty. One of the HID bulbs burned out, so I bought OEM ones and replaced them myself. Upon inspection of the headlight that they "fixed" twice, it was broken inside the headlight, plastic piece snapped off. So I brought it in to get it replaced, and the Service Advisor said it wasn't covered under Extended Warranty as it was electronics. Fine, but we had brought the car in twice before when it was under regular warranty and they said they fixed it but didn't (I never checked, but assumed it wasn't broken as it was aimed correctly). Apparently there was a ticket in 2007, way before we bought the car for the same problem. They wanted $1500 to replace the headlight! It's like $700 on ebay for the part. So the SA went back to the Warranty manager and he called me back, he said given the problems we had earlier he'd give us %15 off! WTF are you joking??? $1200 that's ridiculous. So the Warranty Manager is supposed to call me up and boy is he going to get an ear full. If BMW didn't fix the problem the first 3 times the car has been in for repair, they're responsible for fixing it correctly if it's already been paid for under Warranty. This is BMW Manhattan btw, they're notorious for giving crap about repairs and not actually doing anything. It's ridiculous how much a PITA it is to get stuff fixed. Am I crazy?
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08-19-2011, 12:22 PM	#2
WWONG Banned 109 Rep 1,830 Posts Drives: 2012 BMW X5 xDrive35d Join Date: May 2010 Location: Houston, TX iTrader: (14)	How can you not check if you brought it in twice and told them to fix it?
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08-19-2011, 12:37 PM	#3
Ocelaris Private 1 Rep 65 Posts Drives: 328xi Join Date: Apr 2010 Location: NJ iTrader: (0)	It's not an obvious problem, the headlight aiming straight ahead seemed like they fixed it... I didn't even consider that an internal piece was totally broken and it was just sitting in there. I hadn't gotten my hands dirty with the car yet, and getting into the headlights requires taking off the wheels/fenders. I'll admit, my mistake, but when it appears to be fixed, I guess I was just trusting that there wasn't something major wrong that they patched up.
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08-19-2011, 03:33 PM	#4
Ocelaris Private 1 Rep 65 Posts Drives: 328xi Join Date: Apr 2010 Location: NJ iTrader: (0)	So I called the BMW NA phone number, someone from customer service took my information, tried to get in touch with the dealership, and basically the dealer wouldn't budge over their "15% assistance". So they are submitting a claim to BMW NA corporate or something to see if they can get an "adjustment", or "assistance" if that's what they call it... very shady that they're careful not to admit to anything. It's pretty straight forward, If I had paid for work to be done, and they didn't actually fix it, they're liable to actually fix it. Just because it's under "warranty" doesn't mean I didn't pay for it. I bought a CPO and paid a couple grand over retail explicitly so I would have the warranty/guarantee of a good car. But when you go to make good on that promise, don't expect them to give it to you without a fight. Just very discouraging that it has to go up the chain of command to get something fixed that they should have realized they made a mistake in the first place. There's no such thing as a hassle free warranty. They do the bare minimum to glaze over the problem. My mistake for not double checking their work, I won't be doing that again. I wouldn't be so upset if this wasn't the first problem they "fixed" which surfaced again a short while later (i.e. windshield washer fluid bottle empties out onto the garage floor after a drive). But I won't go into that.
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08-19-2011, 06:33 PM	#5
Gregxi First Lieutenant 64 Rep 338 Posts Drives: 2014 535xi Join Date: Feb 2011 Location: MD iTrader: (0)	In most states any warranty repair is covered for at least 1 year regardless of when the warranty on the vehicle runs out. so if your warranty expired tomorrow and you had a repair done today it would be covered until next year. I am not familiar with NY law but spend some time on google and you should be able to get the info you need.
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08-19-2011, 06:58 PM	#6
John 070 Lieutenant General 1706 Rep 14,829 Posts Drives: 335i cpe Join Date: Oct 2006 Location: ZSP/ZPP/ZCW iTrader: (0)	This is obviously a troll. Look at the title--"Dealer giving me hassle." That never happens at BMW franchises. Probably a disgruntled Infiniti owner. Sheesh, like BMW dealers hassle their customers and deny warranty coverage. This is a BMW forum and we know that never hapens.
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08-19-2011, 07:58 PM	#7
Ocelaris Private 1 Rep 65 Posts Drives: 328xi Join Date: Apr 2010 Location: NJ iTrader: (0)	I wish I were a troll! Last edited by Ocelaris; 09-09-2011 at 11:33 AM..
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08-19-2011, 08:16 PM	#8
fdriller9 Banned 253 Rep 7,089 Posts Drives: '06 AW 330xi Join Date: Mar 2009 Location: North Jersey/Philly/NYC iTrader: (4) Garage List 2006 330xi [6.44]	Wait so did you personally bring the car in for this issue? Or did they have records for it previously? And you said you bought the car CPO? It should have been fixed before it was CPO'd but it is NOT covered under CPO if it were to happen after the CPO inspection.
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08-19-2011, 08:41 PM	#10
Legion5 Major 176 Rep 1,379 Posts Drives: e92 Join Date: Dec 2007 Location: USA iTrader: (12)	If there was work done to the headlight in the past year it should be under the 1 year warranty BMW offers on all repairs. __________________ Clean cars are happy cars! CANON PHOTOGRAPHER
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08-19-2011, 08:56 PM	#11
RaceBlood Going nowhere fast. 56 Rep 2,243 Posts Drives: 2 wheels Join Date: Mar 2011 Location: Downtown iTrader: (0)	Dealer is wrong You have proof they had the car in service for the problem, 2 times, it was never repaired. You need to call BMW NA, and raise a stink. Call the BBB, and also talk to the GM, salesman, and get them on same page. How many miles on the car?
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08-19-2011, 09:15 PM	#12
Ocelaris Private 1 Rep 65 Posts Drives: 328xi Join Date: Apr 2010 Location: NJ iTrader: (0)	I brought the car in twice for the problem, and it "seemed" fine, and honestly I was too lazy to get off my butt and start tearing the brand new car apart and check. My previous car, a civic, I had disassembled and put back together so many times I was hesitant to dive in on this new car... Nothing ever goes back together the same... But the funny thing is the Service Advisor let one slip that it was in for that problem in 2007 (before we bought it)! Like it apparently had been a problem PRE CPO, and they didn't fix it. And since it takes a really big jolt to mess the lights up, it doesn't show up that often. Is there anyway to get a record of all the service done to the car before I bought it? I'd love to see what problems it had... I did call BMW NA, and they're going to get back to me in a few days with a decision on any "assistance" they can provide... I hate that they call it that, "assistance". Makes me feel like a whiney bitch... honestly, if they don't pay for it, I'll just buy an OEM new light off ebay and do it myself, not worth 1200$. Service date was Sept. 2nd 2010, bought the car on April 21st, warranty expired March 22 2011. Extended Warranty for CPO is good for another 2 years, but it begs the question if it doesn't cover "electronics" which seem to be the expensive things to fix, what good is it... I gotta reread the fine print. Last edited by Ocelaris; 08-19-2011 at 09:21 PM..
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08-19-2011, 10:17 PM	#13
fdriller9 Banned 253 Rep 7,089 Posts Drives: '06 AW 330xi Join Date: Mar 2009 Location: North Jersey/Philly/NYC iTrader: (4) Garage List 2006 330xi [6.44]	^If you brought the car in yourself and you weren't basing that off service records then the dealer should cover it. You shouldn't need to look over your car after getting it serviced. BMW trains their techs for a reason....some just don't care and those techs need to be fired. I never get my car back in 100% perfect condition. There always something I need to adjust when I get the car back....
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08-20-2011, 07:58 AM	#16
John 070 Lieutenant General 1706 Rep 14,829 Posts Drives: 335i cpe Join Date: Oct 2006 Location: ZSP/ZPP/ZCW iTrader: (0)	Isn't it a shame you can't just pick up two headlights on eBay for $68 new with free shipping, like on my 1998 Nissan? I got tired of cleaning the oxidation (it's a process that doesn't actually work very well, but gotta hand it to dealerships for latching on and offering this service at BMW and Audi). So I just got two new headlamps for $68 on eBay and now they're brand new! Broken fog was $37 when it lists for $250 (this is a Nissan). Life is better when there is an aftermarket.... I don't get why BMW dealerships don't just satisfy the customer. A headlight is nothing. Yes, the list is over $1000. But the part is made in China and really has a cost of next to nothing, maybe $250. Most cos. pay much more than that to satisfy a customer. Look at the OP's service order. That f***** dealership can't even spell xenon (first it's zennon then it's zenon, then it's zennon again. No wonder they're middle-aged, paid hourly and get no benefits. Well that's what happens when you don't finish HS).
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09-09-2011, 11:32 AM	#17
Ocelaris Private 1 Rep 65 Posts Drives: 328xi Join Date: Apr 2010 Location: NJ iTrader: (0)	So this is basically finished, BMW Customer Relations won't call me back after 3 weeks of leaving messages every few days. And the customer relations lady , who I asked to get me in touch with him basically said to go F$# myself after 10 minutes of trying to get any "assistance". I've called BMW Manhattan and BMW Mt. Kisco, which is where I bought the car from and who didn't fix the problem like they were supposed to originally. I'll never buy another BMW after this experience, little shit breaks all the time and the dealerships say they've fixed it, but unless you check their work, they don't. At this point I'll go back to a honda, it's not a nice car, but at least it doesn't break, or if it does it's cheap and easy to fix. All that's left now is to write a hand written letter to BMW NA. Has anyone sued BMW NA for not honoring warranty? I'm just curious, I'm just so pissed that they skirted their responsibility until after regular warranty, that any judge would see they're liable for repairs they "supposedly" fixed under warranty. Last edited by Ocelaris; 09-09-2011 at 12:14 PM..*
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09-09-2011, 11:40 AM	#18
fdriller9 Banned 253 Rep 7,089 Posts Drives: '06 AW 330xi Join Date: Mar 2009 Location: North Jersey/Philly/NYC iTrader: (4) Garage List 2006 330xi [6.44]	Dealerships are run by their own managnment. You can't sue BMW NA for this issue. You may be able to sue the dealership, but you will waste more time and money trying to cope with your loss. Not to be rude, but suck it up and move on. I see you tried a couple dealerships, but try another one. BMW Manhattan has a bad rep to begin with. Don't got to BMW of Greenwich either. I had a bad experience there....some others have not but I personally will defer everyone from that stealership!
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09-09-2011, 11:58 AM	#19
johnnyboi418 Lieutenant 14 Rep 433 Posts Drives: e90 335i Sedan 09 Join Date: Mar 2011 Location: NOR CAL iTrader: (6)	dealers are always like that they try to make up 1231324143 excuses not to fix your car. Might as well not offer warranty =]
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09-09-2011, 12:27 PM	#20
Ocelaris Private 1 Rep 65 Posts Drives: 328xi Join Date: Apr 2010 Location: NJ iTrader: (0)	yeah, it's time to move on, it's just my first BMW, and expectations were a bit higher than a normal car dealership, but fool me once, shame on you, fool me twice shame on me. Just expect for dealerships to not do the work if it's expensive for them unless you fight tooth and nail. Lesson learned, ALWAYS check their work.
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09-09-2011, 12:55 PM	#21
pat_03 Private 25 Rep 87 Posts Drives: 2012 X3 35i Join Date: Aug 2011 Location: Halifax, NS, Canada iTrader: (0)	Sorry to hi-jack this thread but not sure where to post this exactly...I recently had the adaptive headlight failure warning in my car, along with the blinking green light on the headlight switch. I had it scanned and was told I needed a new headlight. I have now installed the new headlight but the error is still there and adaptive function still does not work. If I disconnect the battery for a few mins will this help? Or do I need to have it re-coded to take the error away, or have I not fixed the problem?
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09-16-2011, 11:42 AM	#22
Ocelaris Private 1 Rep 65 Posts Drives: 328xi Join Date: Apr 2010 Location: NJ iTrader: (0)	So update, I wrote a letter and sent it via regular mail to BMW Manhattan, BMW Mt. Kisco (where we bought the car), BMW NA, and our sales representative. I sent it Sunday, Friday morning my wife got a call (her name is first on the account) from someone in BMW NA asking her to send documentation (posted above) to her. I was about to fax it and she called and told me to ignore that, that they were going to cover it fully and to call someone at BMW Manhattan. I'm on hold for the guy right now. Never underestimate the power of a well written letter.
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