Handle a warranty callback and decide what is covered

Help me handle a warranty callback on a job I completed. Original job: [SCOPE, COMPLETION DATE, PRICE] My written warranty terms: [PASTE - labor and workmanship length, exclusions] Manufacturer warranty on equipment or materials: [BRAND, TERMS, REGISTERED OR NOT] Customer's complaint: [WHAT THEY REPORT, AND HOW THEY FEEL ABOUT IT] What I found or suspect on inspection: [e.g. "failed fitting at a joint I made", "drain clog from wipes", "breaker tripping from new appliance"] Customer relationship and value: [e.g. "repeat customer", "posted a negative review"] Steps: 1. Sort the likely cause into: my workmanship, defective product (manufacturer claim), customer use or damage, pre-existing condition outside my scope, or unclear. Explain the reasoning and what evidence would confirm it. 2. Decide coverage against my written terms and the manufacturer's terms. Note where implied warranties or state consumer rules may apply beyond my written terms, and that I should confirm with my attorney if the claim is disputed or large. 3. Recommend an approach: fix at no charge, file a manufacturer claim and charge labor only, charge normally, or split the cost as goodwill. Give the cost of each option against the risk to my reputation. 4. List what to document at the visit: photos, model and serial numbers, readings or test results, customer signature. Return: - My decision summary with reasons. - A reply to the customer (text or email, under 150 words) that is respectful, explains what is and is not covered, and offers a next step. - A short internal note on what this callback teaches us about installation or quality checks. Where the cause is still unclear, do not concede fault in writing, and never promise refunds or payment beyond what I decide. Mark uncertain facts as [CONFIRM].