On my call to Chase, I was told I would receive a letter in the mail letting me know the outcome of their investigation. On August 3rd, I received this letter:
The letter reads:
Dear JD TeitelmanThank you for contacting Chase regarding your United MileagePlus credit card account.
We have submitted a request to have two United Club passes sent to you. Please allow up to
30 days for receipt.
If you have additional questions, please call us at the number on the back of your card.
We're here to assist you anytime.
Thank you for being our customer. We appreciate your business.
Sincerely,
Customer Service Specialist
It's nice that I received the letter within the promised week. Also, I am happy that they are sending me two new club passes. I think 30 days is a little to long, but I am not in desperate need of them. What bugs me about this letter is what is missing. Did anyone else catch it?
The letter is missing an apology. I get that this is a form letter, but it still could have been created with some humility. Chase is writing to let me know that they are fixing an error on their part. The letter should have included an apology. Something like this:
We are sorry that your anniversary package did not include the 2 club passes. We have submitted
a request to have two United Club passes sent to you.
As someone who led a customer service department for a bank, form letters can be changed to particular situations. This one was changed to add the "two United Club passes" Therefore, adding an apology would not have been difficult or time consuming.
Yes, on a scale of 1 to 10 in the points game this is a 1.5. Its not that important. However, as I was taught, its the little things that make big differences to customers.
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