Customer Service Complaint Response Letter
[Your Company Name]
[Your Company Address]
January 15, 2051
Lyda Fadel
456 Maple Avenue
Greenville, TX 76000
Dear Ms. Fadel,
Thank you for contacting us regarding your recent purchase of the SmartHome 3000 Thermostat. We truly value your feedback and are committed to addressing your concerns promptly.
We are sorry to hear about the inconvenience you encountered with the device’s connectivity features. This is not the level of service we strive to provide, and we deeply regret the frustration this has caused.
Upon reviewing your case, we have identified that a firmware update issue caused the thermostat to intermittently lose Wi-Fi connectivity. To resolve this matter, we have expedited a replacement unit, which is scheduled for delivery to your address by January 20, 2051. Additionally, our technical team has ensured that the latest firmware update is pre-installed to prevent further issues.
To prevent this from happening again, we are implementing stricter quality checks for firmware updates and enhancing our pre-shipping inspection protocols.
As a gesture of goodwill, we are offering you a $50 store credit, which you can redeem during your next purchase at [Your Company Name]. Please find the details and code for the credit enclosed with this letter.
Should you have any further questions or need additional assistance, do not hesitate to contact us directly at [Your Company Number] or email us at [Your Company Email]. Our team is here to help and ensure your satisfaction.
Once again, we apologize for any inconvenience caused and thank you for allowing us to make things right.
Sincerely,
[Your Name]
Customer Support Manager
[Your Company Name]
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