Dear Navelgazer, Esq.
Thank you so much for your letter. We appreciate you being our client and we are glad for your feedback. Indeed, the policy of CosmicNet since its inception (12 years ago) has been to ensure that all customer complaints are handled professionally and in a timely manner. In regard to the nature of services we offer as an ISP, interruptions are inevitable. This is not an issue limited to CosmicNet only but it is an occasional occurrence across the industry. However, please note that we are not trying to justify the service outrage. We can’t afford to do that as a company focused on client satisfaction. When service interruptions occur, we are bound by our commitment to customer satisfaction to ensure the issue is rectified as fast as possible.
Mr. Navelgazer, in our quest to address all customer complaints, we have taken into consideration all your queries namely the firing of the helpdesk employee who handled your call and the refund of a total of $99. While we are bound to ensure that your complaints are handled in a timely manner, it is important to note that the company has a number of procedures governing how issues are to be handled for your and our own good.
After much deliberation, it was agreed that a total of $49 shall be reimbursed to you. Please note that we are not allowed to reimburse expenses incurred by an individual in his personal capacity and hence the total funds reimbursable are those incurred directly as a result of service interruptions. With regard to firing of Chris, please note that conclusive investigations shall be undertaken on his conduct and if found liable, appropriate disciplinary measures shall be taken against him. Once again, we appreciate your feedback and we assure you that should you encounter any other problem or hitch in regard to our services, your concerns shall be addressed promptly. We regret any inconvenience and look forward to more fruitful work relations with you in future.