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04c Message From Waterford Crystal

March 29, 2006

—-Original Message Follows—-
From: <>
To: <>
Subject: Re: 000168156A Reply from Waterford Wedgwood USA Customer Care Center
Date: Mon, 20 Mar 2006 17:30:44 -0500

Dear Corey:

Thank you for contacting Waterford Wedgwood USA.

Firstly, let me thank you for the interest you have shown in our products
and our business. The subject you raise is a complex one; this concerns
Waterford’s outsourcing programme. Please bear with me while I explain our
strategy to you and give you an overview of the success of this strategy.

In the early 1990’s we had to recognise that the world was changing;the
world was seeing a very significant shift in consumer behaviour. This
shift led the consumers of luxury products to look for new things. Many
wanted less formal, less traditional designs; other’s sought luxury
products at more affordable prices.

Recognizing this trend, Waterford carried out its most extensive program
of consumer research ever. In all, we interviewed thousands of consumers.
One clear fact emerged: many consumers would welcome a more affordable,
very high quality range of products from Waterford Crystal provided that
such a range conformed to Waterford’s outstanding quality requirements.

In responding to the requests of our consumers, we introduced many new
products, including new crystal items, table lamps, holiday heirlooms and
china items that are not manufactured in Ireland. Instead, these products
are produced to Waterford’s quality requirements at selected, high-quality
crystal manufacturing plants in Continental Europe. In all cases, these
products have proved to be exceptionally successful. It should be
remembered that this strategy was necessary in order to deliver these new
collections to our consumers at the price points they identified and to
the quality levels we demand.

In essence our new strategy was devised by listening closely to what our
consumers were saying to us. Put, simply, they identified a need- in fact,
almost an obligation- for Waterford to offer its present and future
customers more choice. We responded enthusiastically to meet this
identified need.

The strategy, as I’ve said, has been successful. It has enabled us to give
our consumers a range of products which we previously could not supply out
of our Irish facilty and offer a wider range of pricing options, thereby
attracting new customers to the Waterford brand. An important part of our
strategy was to continue to manufacture in Waterford a significant portion
of the product range and we continue to produce thousands of our products
in Ireland. This constitutes some 70 percent of all we sell world-wide.

It is regrettable that you have been disappointed; however, I do hope the
aforementioned explaination will go- in some way, at least, -to reassuring
you of Waterford’s commitment to the needs of all of our consumers. All
of our Waterford crystal stemware is made in Ireland. However, other
products are made in foreign countries, to find out what country a certain
piece is made in, its best to contact us with the pattern name or item

Once again, thank you for taking the trouble to contact us; after all, it
is feedback such as yours that helps us continue to serve all of our


Claire Donovan
Customer Care Center

Call Reference Number: 000168156A

This Transmission may contain Privileged and Confidential Information intended only for the use of the named addressee(s). If you are not the intended recipient, You Are Hereby Notified that any dissemination of this communication is strictly prohibited.

If you have received this Transmission in error please notify us and return to Waterford Wedgwood, USA immediately.

Waterford Wedgwood, USA shall bear no responsibility for any inaccurate, incorrect, offensive or misleading information contained herein.

The contents of this specific Transmission should not be construed as representing the opinions or policies of Waterford Wedgwood, USA.

Waterford Wedgwood, USA shall not be liable for any loss or damage arising as a result of any delay or omissions made in connection with this Transmission.

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