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Ironically I have just written an article about customer complaints and the manner in which they should be seen and handled namely an opportunity recover from a ‘poor performance’ and a dis proportionate reply in favour of the customer. I agree the letter is really poor, yet it reflects far more on the senior managements lack of empathy. I might take it up with the CX people here in Singapore as I know them well. ExecPlatAA is the story you described free of any embellishments?