Admitting it’s a problem is the big step towards solving it
Let’s get it out there right now, "Our Customer Service department has issues."
There… I said it. Phew, I feel better… But what’s more important is that our VP said it as well and addressed it to you.
I’d encourage you to download the small PDF and give it a thorough read. While it’s nice to hear that a corporation can apologize, it’s better that the letter points to a better result in the future. It also gives you a source to solve your problems in the interim if you’re not getting the results you need.