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Subject
FWD: URGENT - Service outage compensation for Premium customer
Hey team, need help crafting a response for this customer. They're threatening to cancel and considering legal action.
On Tuesday Oct 15, Jennifer Martinez jennifer.martinez@techstartup.io wrote:
This is absolutely unacceptable. Your platform was down for 6 hours yesterday during our product launch event. We had 500 investors watching our demo and your service failed us completely. This cost us potential funding and made us look incompetent in front of our biggest prospects.
We've been paying you $2400/month for Premium support for 18 months and this is how you treat loyal customers? Our legal team is reviewing our contract for damages. We're seriously considering switching to your competitor.
I need immediate action and compensation for this disaster or we're done.
Customer context: TechStartup.io, Premium plan $2400/month, 18 month tenure, no previous complaints, high engagement user, publicly posted negative review on Twitter with 2K followers.
On Tuesday Oct 15, Jennifer Martinez jennifer.martinez@techstartup.io wrote:
This is absolutely unacceptable. Your platform was down for 6 hours yesterday during our product launch event. We had 500 investors watching our demo and your service failed us completely. This cost us potential funding and made us look incompetent in front of our biggest prospects.
We've been paying you $2400/month for Premium support for 18 months and this is how you treat loyal customers? Our legal team is reviewing our contract for damages. We're seriously considering switching to your competitor.
I need immediate action and compensation for this disaster or we're done.
Customer context: TechStartup.io, Premium plan $2400/month, 18 month tenure, no previous complaints, high engagement user, publicly posted negative review on Twitter with 2K followers.
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