Subject: Sincere Apologies for the Recent Disruptions to Our Website and Customer Service
Dear Valued Customers,
I hope this message finds you well. My name is Ryan Blanchette, and I'm the owner of Flex Pipe USA. First and foremost, I'd like to extend my deepest apologies for the inconvenience you have experienced due to the prolonged downtime of our website over the past month.
We understand that many of you rely on our platform to source Industrial Metal Hose and Expansion Joints, and we are acutely aware of the disruption this has caused. Our intention has always been to provide a seamless and efficient online experience, and we deeply regret that we have fallen short of this commitment.
We encountered a significant content issue that led to the crashing of our website, rendering it inaccessible for an extended period. This issue not only disrupted our service but may also have impacted your business operations.
Steps We Have Taken
Our team has worked tirelessly to identify and address the root cause of the issue. We have also engaged external experts to ensure that such a disruption does not occur again. To make the platform even more reliable, we have upgraded our hosting solution and bolstered our website security.
***This was NOT a security issue related to any information on our platform.***
We are in the final stages of testing the newly-improved platform and are confident that we will be back to normal shortly. We are also revisiting our protocols to expedite our response time for any future issues.
Your trust and satisfaction are our top priorities. We sincerely apologize for any trouble this has caused you and are grateful for your understanding and continued support.
Should you have any concerns or questions, please do not hesitate to reach out to our customer support team at email@example.com or call me at 763-238-4061. Please Text me if needed as well.
Thank you for being a valued member of the Flex Pipe USA community.
Owner, Flex Pipe USA
Feel free to modify the letter according to your specific circumstances. It's essential to communicate openly with your customers during disruptions, and this letter aims to do just that while also offering a goodwill gesture.