Below is an email I received and felt it only fair to share with all.
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MicrosoftInternetExplorer4
I am sorry about not responding as soon as I would have
liked, but I have actually been meeting with >...for the last hour and a half
or so - something which was overdue. I suspect she will speak to yourself
about the contents of our meeting, but that is for her to say and not me.
I think it now only appropriate to come to speak to you
direct. I would have liked to speak with you, but understand that you are
probably at work and it is not convenient, hence this email.
I could spout corporate type speak here, but I am sure you
are not interested in that. I would rather simply state that we take
customer service hugely serious, and it is the most important thing in our
business. I would have liked to meet Ceri earlier, but due to her working
and social commitments this proved not possible. I did in fact extend the
offer to visit me the following afternoon to discuss, and I cant help but feel
we could have sorted it out there and then before it took on this life of its
own.
Whilst I believe the matter has been resolved to >....
satisfaction (again - not something for me to speak on her behalf), it is clear
that there could have been improvements. This is most certainly a one off
incident and we have many customers who are very happy and would be prepared to
join your forum to say as much. That doesn't excuse this one off
incident, but I must admit to being concerned that our business - one which we
have worked long and hard to get to the point it is at - being slated in such a
one-sided manner. I am sure you would feel the same way if it was
yourself.
As this was not usual territory for us, we were forced to
speak to legal experts with how best to deal with it. No threat of legal
action - and certainly not being 'take
to court' (which you posted, and was
deleted several minutes after I took a screen dump) - was ever mentioned.
I simply needed to refer to experts. Bearing in mind the company employs
a lot of people, I am not qualified in that area to speak on behalf of them
all, and the company. With this in mind, I could not get involved and
have a discussion whilst this raged on, on your pages. Naturally, I am
sorry that this resulted in Ceri becoming upset, but we were left with little
other option.
I would sincerely like the opportunity to prove to you and
your members that we are a good place to do business with; that we aren't many
of the things that has been suggested on your pages and that perhaps some good
may come out of it. In an ideal world I would like to set up a direct
link to yourself so that you may act on behalf of your members and come
straight to me in the future, along the lines of 'Gareth, what's going on
here?'. Whilst I hope this situation will never be repeated, of course,
it could prove useful.
I hope to hear your reply, and - assuming you've got this
far - thank you for reading part of our side.
Kind Regards
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MicrosoftInternetExplorer4
I am sorry about not responding as soon as I would have
liked, but I have actually been meeting with >...for the last hour and a half
or so - something which was overdue. I suspect she will speak to yourself
about the contents of our meeting, but that is for her to say and not me.
I think it now only appropriate to come to speak to you
direct. I would have liked to speak with you, but understand that you are
probably at work and it is not convenient, hence this email.
I could spout corporate type speak here, but I am sure you
are not interested in that. I would rather simply state that we take
customer service hugely serious, and it is the most important thing in our
business. I would have liked to meet Ceri earlier, but due to her working
and social commitments this proved not possible. I did in fact extend the
offer to visit me the following afternoon to discuss, and I cant help but feel
we could have sorted it out there and then before it took on this life of its
own.
Whilst I believe the matter has been resolved to >....
satisfaction (again - not something for me to speak on her behalf), it is clear
that there could have been improvements. This is most certainly a one off
incident and we have many customers who are very happy and would be prepared to
join your forum to say as much. That doesn't excuse this one off
incident, but I must admit to being concerned that our business - one which we
have worked long and hard to get to the point it is at - being slated in such a
one-sided manner. I am sure you would feel the same way if it was
yourself.
As this was not usual territory for us, we were forced to
speak to legal experts with how best to deal with it. No threat of legal
action - and certainly not being 'take
deleted several minutes after I took a screen dump) - was ever mentioned.
I simply needed to refer to experts. Bearing in mind the company employs
a lot of people, I am not qualified in that area to speak on behalf of them
all, and the company. With this in mind, I could not get involved and
have a discussion whilst this raged on, on your pages. Naturally, I am
sorry that this resulted in Ceri becoming upset, but we were left with little
other option.
I would sincerely like the opportunity to prove to you and
your members that we are a good place to do business with; that we aren't many
of the things that has been suggested on your pages and that perhaps some good
may come out of it. In an ideal world I would like to set up a direct
link to yourself so that you may act on behalf of your members and come
straight to me in the future, along the lines of 'Gareth, what's going on
here?'. Whilst I hope this situation will never be repeated, of course,
it could prove useful.
I hope to hear your reply, and - assuming you've got this
far - thank you for reading part of our side.
Kind Regards
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