Chase's Response to Them Punking Me

Last month, I wrote how Chase and United Punk'd me by sending me my anniversary pack sans the 2 club passes.

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 Teitelman

          Thank 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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I Got Punk'd By United and Chase

I came home today from work to a mailer from Chase:

My Chase United anniversary package came. Inside was a nice letter thanking me for my loyalty ...

 And a nice brochure with pretty pictures:

  When I opened up the brochure, I found this:

 "Be our guest....twice. Enjoy these passes when you travel," but there was no passes attached. I saw the sticky glue thingy, but nothing attached. How am I suppose to be your guest without passes?

I called Chase and spoke with a representative. The conversation went something like this:

Me: I received my anniversary package today, but the club passes were missing.

Chase: Did you check the entire package?

Me: Yes, I see the glue, but nothing was attached. I checked the empty envelope and nothing was in it.

Chase: Did you check the brochure?

Me: Yes, the glue is there, but nothing is attached.

Chase: Hmmm...Silence for close to a minute.

Me: Is there someone else I should speak to?

Chase: No, I don't know how to handle this. I have noted your account and asked for this to be escalated.

Me: Ok

Chase: You will receive a letter with our determination in about a week.

Me: Will I get new passes?

Chase: Yes, in 3-6 weeks.

Me: Thank you???

3 to 6 weeks to receive replacement passes seems excessive. I can wait, I don't really need the passes anytime soon. However, punking someone in a letter thanking for my loyalty is not good customer service practice. 

All I can do is wait . . . 

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