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"I know th1s IS a difficult situation for you.

You don't have your b1ke and that's very frustratmg .It's been tough on us, too. But we won't give up if you won't .Let me rev1ew what we've done so far [insert the tests, repa1rs and service calls made at th1s po1nt] and what we plan to do next. .. Can I rely on you to be patient and understanding 1 f we are?"

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