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Old Nov 06, 2008, 12:12 AM
CERMARK
Steven Chao's Avatar
Joined Apr 2004
667 Posts
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SPE43 and SPE40 Service

Dear Customers,

We are embarrassed, but most of all, we are deeply sorry.

Last couple of weeks you were subject to poor SPE-40 and SPE-43 gasoline engine services. We subjected our customers to unacceptable delays, lost time, and other inconveniences. The USA parts and the new USA version of SPE-43 engines disrupted the flow of CERMARK's gasoline engine repair team, who depended on those parts to serve you.

With the new USA version of SPE-43 upon us, parts were not available or not tested, which further hindered our quality assurance efforts.

Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that we caused. This is especially saddening because CERMARK is trying to earn your loyalty and to grow CERMARK’s family by bringing forth products that are leaders in quality, cost, and customer enthusiasm.

We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. We have begun putting a comprehensive plan in place to provide better SPE-43 engines, and improved procedures for handling operational difficulties in the future. Though we can not promise that we will not stumble again, we are confident, as a result of these actions, that CERMARK will emerge as a more reliable and even more customer responsive than before.

You deserved better from us. Nothing is more important than regaining your trust. We hope you will give us the opportunity to provide you the positive experience you should expect from us.


Sincerely,

Steven Chao
President
CERMARK
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