Letters of Apology

Apology for Customer Service Error


June 28, 2004

Ms. Rebecca Winston
2595 Dewdrop Circle
Unit No. 29
Birmingham, AL 35233

Dear Ms. Winston

The purpose of this letter 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 20 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. Winston, 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 754-9785.

Yours in service

SIGNATURE

Paul Cordero
Manager, Customer Solutions

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Letter of Apology for Bad Service


17 July 2004

Mr. Iron Bates
6600 Ed Bluestein
AUSTIN, TX 78723

Dear Mr. Bates

Thank you for contacting Mail.com Member Services.

We sincerely apologize for the frustration and inconvenience that you may be experiencing due to our ongoing migration process. Technicians are currently working around the clock to develop a resolution for this issue. E-mail delivery will be back to normal as soon as possible. We will continue working until this issue is totally resolved.

Also, we are performing an upgrade on your mail system to a better infrastructure called outblaze. With this new infrastructure your folders, old mails, and address books will remain intact. You will be gaining new features such as filter to folder, autoreply, and vacation responses. We are confident that you will enjoy your Mail.com account even more with this new infrastructure. You not only will have added features, you will also experience a more reliable service with faster delivery of messages.

Sincerely,

SIGNATURE

Stephen Daffin
Mail.com

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Apology After Cancellation of Order


Our ref KL/5564


8 July 2004

Mr Wilfred Willis
18 Oxford Avenue
Swindon MN4 KL9
GREAT BRITAIN


Dear Mr. Willis,

This is to acknowledge receipt of your letter of 12 June in which you set forth your reasons for cancelling your purchase order no. 2235.

I am very sorry about the misunderstanding that led to this cancellation and have taken the matter up with management in order to ensure that a problem of this nature does not occur again.

As one of our valued customers, your satisfaction is one of our primary concerns. Please accept our apology.


Sincerely yours,

SIGNATURE

John Peters
Marketing Manager

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