June
28, 20xx
Ms.
Rebecca Winston
2595
Dewdrop Circle
Unit
No. 29
Birmingham,
AL 35233
Dear
Ms. Winston:
The
purpose of this is to convey to you my sincere apologies for any inconvenience
you may have experienced last month with respect to the installation of your
Internet high speed service.
I
just returned from vacation this week and found your file in my in-basket. As
soon as I reviewed your case it was clear that somehow your May 20th request
for a change in service had somehow slipped through the cracks. The only
possible explanation I can give is that we have recently had a number of key
staff changes which might have resulted in your letter being overlooked.
Consequently,
I have directed our Installation Group to contact you by the end of this week
to set up a time convenient to you when they could go to your house and install
your new router and make the necessary adjustments to your software.
Because
of this serious oversight, and as a testament to our appreciation of you as our
customer, we are going to provide you with your first three months of high
speed service free of charge. Therefore, your account will not be billed until
October of this year.
Ms.
Quinlan, let me assure you that what happened in your case is not typical of
CableNet's level of customer service. We continue to be committed to providing
you and all of our customers with the highest standards of service in the
industry.
If
you have any questions please don't hesitate to call me at 205-754-9785.
Yours
in service,
Paul
Cordero
Manager,
Customer Solutions
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