Best customer service letter ever

Letter from online electronics vendor Woot as published on Woot’s web site:

I have received more than three emails from Zune buyers who are upset about Woot dropping the price of the Zune by $20 one month after it went on sale the first time. After reading every one of these emails, or at least scanning their subject lines, I have some observations and conclusions.

First, I need to make a better effort to hide my email address.

Second, I am sure that we are making the correct decision to lower the price of the 30GB Zune from $149.99 to $129.99. This confidence is based on more than the holy doctrine of corporate infallibility. The Zune is a breakthrough product, and we have the chance to “ride the lightning” and “shoot the curl” this holiday season, not to mention “kill the messenger” and “rock the vote”, further enabling us to “pay the rent” and “keep the lights on”. It benefits both Woot and every Zune user (but especially Woot) to drag as many new victims as possible into the Zune “dungeon”. We strongly believe that misery loves company this holiday season.

Third, being in technology for 1+ years, give or take a year, I can attest to the fact that the technology road is bumpy. There is always some idiot changing lanes without signaling, and the potholes never seem to get fixed. If you always wait for the next price cut or to buy the new improved model, you’ll never buy any technology product. I mean, why should you? Truth is, you don’t really need any of this junk. We’re afraid you’ll catch on to that fact and overpaid frauds like me will have to go back into fields like telemarketing and burrito construction. Fortunately, most of you continue to languish in a consumerist stupor, wallets spread wide for us to plunder as we please. The bad news for us is that if you buy products from companies that support them well, you will receive years of useful and satisfying service. But we’re hoping you’ll buy from Woot instead.

Third-and-a-half, even though we are making the right decision to lower the price of the Zune, and even though the technology road is, like, this total Deathrace 2000-type scene, we need to do a better job taking care of our early Zune customers, at least until we find a private security firm we can afford. For some reason, our early customers trusted us. We must live up to that trust with our actions in moments like these, lest you turn off the money spigot that maintains our decadent lifestyles. These peacock-egg omelets and mink-lined Jacuzzis don’t pay for themselves, you know.

Therefore, we have decided to offer every Woot customer who purchased a Zune from us on August 22, 2007… a $10 Woot credit towards any Woot order of $40 or more… We make this decision with every confidence that most of you will never want any of the crap we sell anyway.

We want to convincingly pretend to do the right thing for our valued Zune customers. We’d apologize for disappointing some of you, but we long ago lost the capacity for sincere remorse. We will continue to do our best to trick you into having high expectations of Woot.

As an actual Zune customer, I think he makes some excellent points.