Dear Gertrude James.

29th August 2023

Dear Gertrude James.

I hope this letter find you very well.

We extend our sincerest apologies for the inconvenience you have experienced. As the directors
of the company in Colombia, we deeply regret the situation and any frustration it may have
caused you. We understand you frustration and we’ll take actions about the customer service,
with the person who you talked to.

We studied your case as soon as we read the letter. We must acknowledge that we never received
any request from any of our team members regarding the matter. That’s why, to resolve this
situation, the only way is doing what our Customer Regulation says: First, you must bring the
phone back to the store, our engineering team will conduct a thorough assessment to identify the
root cause of the problem. If it results that it´s a mistake from the device (a device malfunction)
and not because of some other external circumstance, we will offer 2 options: i) A replacement
phone or ii) A full refund of the money you paid for the product. If you decide the first one, after
that, we’ll be in contact with you to verify the new product works the way it should.

Once again, we apologize for any inconvenienced this situation may have generated you,
appreciate your patience in this matter. Please feel free to contact us directly by mail
(bogotaservice@customservices.net) or by phone (47838232) if you have any other request or
question.

I’ll look forward the information of the day and hour you can do the iPhone GX test.

Thank you for choosing COL Phones.

Sincerely,

Daniela Orjuela

Customer Services Director

COL phones.