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Dear Mr Chuck,<br />
Thank you for your note, I do appreciate your quick attention to this matter. Please refresh my memory, I thought you said the same thing when we reached aggreement......<br />
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I am sorry I had to bring this to your attention,  I am aware of commitment to customer Service and applaud you in your efforts to correct the problems once they have been recognized.<br />
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It may be nessessary to follow up more closely.. (by either yourself or your immediate underlings)  in order to ensure that the service level that was agreed upon will be at a consistent.<br />
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Once again Thank you for your attention to this matter.<br />
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Sincerely,<br />
<br />
JoeyandDavid<br />
Silver Concierge