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Respond to a defect complaint professionally: triage what's yours, the inspection process, and the fix-or-defend decision with relationship math.
Respond to this defect claim: {{claim}} (what the client says, the job history, my read on whether it's workmanship / materials / wear / someone else's trade / their damage).
Build: the immediate reply (acknowledge, no admission, book the inspection — speed reads as professionalism), the inspection protocol (photos, the checklist for THIS defect type, the other-causes evidence to look for), the triage: clearly mine (fix fast and gracious — the warranty fix done well wins referrals; the fight over $400 loses thousands), genuinely not mine (the explanation letter with evidence, offered-quote-to-fix-anyway framing), and grey (the split-the-difference play and when to take it), plus the statutory-warranty reality check for my state and work type (defect liability periods — flag what to verify), and the paper trail rule throughout.
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