A few comments on your response to my complaint

From: James Ellis
To: <Customer Care>
Subject: Re:
Complaint – unused deposit taken [ref:_99DFT6200_gtDDS529:ref]
Date: 10 Mar 2020, at 08:27

Dear <Customer Care> – a few comments on your response to my complaint. From one writer to another.

Best,
James.
—————————–

From: <Customer Care>
To: James Ellis
Subject: Re:
Complaint – unused deposit taken [ref:_99DFT6200_gtDDS529:ref]

On 9 Mar 2020, at 15:03, <Customer Care>  wrote:

Hello James Ellis !

JE – An exclamation mark! Did you just leap out from somewhere? It does make it look as if my name has been automatically inserted, though. And seriously, neither of us are that excited. Go for a comma, or a full stop (period). Or even (heaven help us) a semicolon. Anything but an !

Thank you for contacting <Customer Care>.

JE – Well, that’s okay. But I would have preferred not to have had to. This is where you need to insert your apology.

The inconveniences you experienced are not acceptable to our standards.

JE – Nor mine. This is going really well. But it would have been better if you actually referred to my complaint here. Can you automate that in some way?

I want you to know that the comments and suggestions we receive are taken seriously.

JE – And I want you to know I expect nothing less. But strictly speaking, it’s neither a comment nor a suggestion. It’s a complaint because you have taken my money unnecessarily. And, in my opinion, the ‘I want you to know’ is too intense.

They tell us what we’re doing right, what we’re doing wrong and how we can improve.

JE – Yes, but it’s not all about you. It should also tell you I am dissatisfied. See above comment. This is now revealing itself as a generic response and the initial goodwill I had is receding. No mention of my specific complaint yet.

Your willingness to share your recent experience is genuinely appreciated.

JE – If you’re trying to mollify me, it’s coming across as me being patronised.

Please accept my sincere apologies.

JE – Hey, there it is. But it’s buried. This should be at the top of the email.

Be assured that any and all of the issues you’ve raised will be addressed, and that appropriate action will be taken. I have opened a Customer Service file, to document your comments, which will be reviewed by the department in charge to ensure that such incidents do not occur in the future.

JE – Great. This is what we want – some action. Please can I see your Customer Service File after it’s been reviewed so I can see how you will ensure this doesn’t happen again. That is, taking my money unnecessarily and the 5-10 working days to repay it. If I can’t see it, then you need to rethink the purpose of this paragraph. And I’d be careful using the word ‘ensure’. Someone might hold you to that.

If you should need any further assistance, please feel free to reach out to us again by replying to this email.

JE – See comments above. Hope they are of some help.

Kind regards,
eye



Categories: Complaint, Strays, Writerly Things

Tags: , ,

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