Long Reply to Inquiry About Discontinued Model
Having received your letter regarding your [product description], we would like to thank you for your kind words about our products. It is heartwarming to know that [quote something from their letter].
We only updated our [product] once, and that occurred in [year]. Therefore, the model you are referring to would have to be our original style, model [#]. Regretfully, we do not have any of the discontinued models. We can understand why it held sentimental value for you. However, you can be assured that our current model, which is available in finer department stores and appliance centers, have been made with the same fine quality to which you have grown accustomed. You may be surprised to know that it comes with the same guarantee of workmanship and high quality that we have been providing since we started business.
We wish we could be of more help to you. Thank you again for the lovely letter you have written to us.