A customer has recently purchased a high end boat from you. The purchase included an extensive warranty that, in most scenarios, covers any issues that may arise. At the end of the summer season, your customer returns complaining about noise from the engine and poor performance. You ask a technician to go over the boat and look for possible problems. The technician reports back to you that the engine of the boat has suffered serious damage that is user caused. The boat is repairable but at a significant cost to the customer because the warranty does not cover user-caused damage. How would you deliver this bad news? Write a script for your response.