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.
Firstly, 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 that might have resulted in your letter being overlooked. I discovered that the incident was filed a few days after I had left for my vacation, in which I left my assistant and a new secretary in charge, so I assume that the secretary wasn’t aware that she should pass on the information to the assistant right away rather than wait until I arrived.
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. However, if you think that you will not be available during this time please contact me personally at the number listed below or at the bottom of the first invoice you have received. Also, please note that there are additional fees and charges with regards to this service.
However, because of this serious oversight, and as a testament to our appreciation of you as our customer, we will be bypassing the installation fee plus we are going to provide you with your first three months of high-speed service free of charge. Therefore, since you’ve already paid for the installation fees on top of your first month, we will not be billing you for your next period until October.
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. In fact, as you mentioned to us earlier, you had selected us as your provider due to our reputation of quality service and outstanding customer service. So more than anything, I’d like to express my sincere apologies for this service fiasco that I can guarantee will not happen in the future.
If you have any further questions please don't hesitate to call me at 363-754-9785.
Yours in service,
Paul Cordero
Manager, Customer Solutions
