Customer-Bill W. Letter

November 9, 2009

Dear Je…..

I shipped the two malfunctioning A____ product via UPS on Friday, thus putting this crazy episode called “Purchasing a Computer that Works” behind me, and I thought I’d take a moment to write a thank-you to acknowledge your professionalism and thoroughness from beginning to end.

I have no idea what ran through your minds when I reported that the second computer didn't work. In your shoes, I would have wondered—and not very politely—what was wrong with the customer. What is he doing to cause these meltdowns? Does he contact business owners over the Internet, buy merchandise from them, and then proceed to test them to their limits? You never went there, though, at least not to my face, and you followed through on your initial promise, that customer service is the key to how you do business. And because of that you have won my loyalty.

I like the unit. It suits my needs—I’m using it to write this letter, on the commuter bus into New York City—and it will enable me to regain a degree of productivity I had lost when the lid on my previous ______ broke, from being carried around in a bicycle pannier for too many years. I continue to harbor occasional doubts about it, as I indicated to _J______ in my last email; for instance, in my last email to Jerry, I mentioned that it shut down without warning one day. But this is not your concern, since I am now this thing’s owner. And A____ promises a terrific warranty.

Thus, I am writing only to say thank-you for your assistance. You were both unfailing affable and courteous over the phone, and you never hesitated to answer questions patiently. You never referred the problem to A____; in fact, J_____ insisted he would obtain a new unit for me personally, since I was “his” customer. Thank you! I will not hesitate to recommend you to any of my friends and acquaintances who ask where I buy my computers.

Please feel free to use this letter or any portion of it as a testimonial.

I wish you well for the new year, now a month old.

Yours sincerely,

WilliamW…..

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