Lars we will certainly compensate you and enact disciplinary action against anyone who has failed to respond on time. We had a problem where we lost our customer service manager which meant an inexperienced employee was by himself on the last Friday in June and the first Monday in July right when we launched a special offer.
We have three people in customer services but unfortunately one had been granted a holiday previously in the year and then when the manager left we were stuck as the replacement customer service manager was at the Glastonbury festival (a holiday booked before he joined us).
We do not hide from the fact that in a four day period there have been issues and we will not only compensate you but have already redeployed our operations manager full time into customer services since last Thursday to resolve matters and ensure staff are complying with all policies.