Dear Jessee General/Service Manager:
As you no doubt are well aware, we’ve had a two year struggle with having our heater be anything close to reliable. I cannot imagine how many calls it took, only to have it work for a day or a few hours and then freeze up again. I won’t pretend that it wasn’t frustrating and inconvenient. But, surprising as it may be to you, this is not a letter of complaint; rather, it is a letter of commendation and thanks.
First, we have been loyal Jessee customers for about thirty years for one important reason-you folks know what customer service means. The fact that you stuck with us the last two years, owned the problem, and were committed to fixing it, and, eventually, apparently did speaks volumes about your commitment to customer service and we have been letting folks know that. Thank you.
Second, this letter is a commendation for one of your technicians, John B. Last year and, especially, this year he was the person who really went far ‘above and beyond’ to rectify this situation. He went so far as to give us his personal phone number and respond to outages of the heater on what I am sure was his own time. And he did all of this with grace, good humor, and compassion for our plight. He is precisely the person who makes your corporate commitment to customer service real and we have really appreciated it and him. Thank you!
Steve and Leatha K. Chico, CA.