Negative Feedback Response

Subject: Response to Your Feedback on [Product Name]

Dear [Client Name],

We are reaching out from [Your Company Name] in response to your recent feedback regarding your experience with our [Product Name] on [Month, Day, Year]. We understand that your experience did not meet the high standards we strive to uphold, and we are genuinely sorry for any inconvenience this may have caused.

First and foremost, we want to acknowledge the specific issues you encountered:

Product Performance: You reported that the product malfunctioned within the first week of use, far below our average product lifetime of [5 years].
Customer Service Response: Your wait time on the call was [45 minutes], compared to our target time of under [5 minutes].
Resolution Satisfaction: The solution did not align with the inconvenience you experienced, leading to dissatisfaction.

We believe in transparency and would like to provide some context regarding these issues:

Product Performance: A detailed review revealed a batch of products, including yours, was affected by a rare hardware defect, affecting [0.01%] of our units sold.
Customer Service: On the date of your call, we experienced an unexpected surge in call volume due to a software update, receiving [4,500 calls] that day, a [300% increase] from our daily average of [1,500 calls].

As a gesture of our commitment to your satisfaction, we would like to offer you the following:

Product Replacement or Refund: A brand-new replacement of [Product Name] or a full refund of the purchase price of [$349.99].
Additional Warranty: An extended [2-year warranty] on top of the standard warranty for the new product.
Service Credit: A [$50] credit towards your next purchase with us.

We would greatly appreciate the opportunity to discuss this matter with you further. As the Customer Relations Manager, I would like to apologize and discuss any additional steps to make this right.

We apologize again and thank you for bringing these matters to our attention. Our goal is to restore your confidence in [Your Company Name]. Please contact us at [Your Company Email] or [Your Company Number] at your earliest convenience.

Warm regards,

[Your Name]

Customer Relations Manager