Thanks for bringing this up. I've addressed similar comments elsewhere in this thread so I'll try not to repeat myself much.
- We really feel terrible that some early Magic users had a less-than-magical experience after our initial, spontaneous launch. I'm really sorry about that. I'm glad that you got your refund. If you're interested, reach out to us and we can probably track down exactly what happened and what broke down in the chain of operations.
- This is part of the reason that we created Magic+. We wanted to be able to hold a very high bar for top-tier service and guarantee that you would have it at all times, no matter what.
- We'd love for you to give Magic+ a try and compare it to your experiences with Magic. I'm highly confident that you will feel a major difference, however I understand if you don't feel inclined to do so after your past experience.
> - This is part of the reason that we created Magic+. We wanted to be able to hold a very high bar for top-tier service and guarantee that you would have it at all times, no matter what.
This is really not addressing the issue in my opinion, it would go a long way if you offered more details on what steps has been taken to improve the service, the process, the monitoring and the reliability of the service.
Saying "Well we know we dropped the ball so we are going to make it more expensive in hopes less people use it is really not an strategy that inspires confidence"
This doesn't sound right: You are suggesting to use your more expensive service when even your basic service wasn't working well for him. Why aren't you saying him to try the basic Magic service again, is it because it's still not "fixed"?
- We really feel terrible that some early Magic users had a less-than-magical experience after our initial, spontaneous launch. I'm really sorry about that. I'm glad that you got your refund. If you're interested, reach out to us and we can probably track down exactly what happened and what broke down in the chain of operations.
- This is part of the reason that we created Magic+. We wanted to be able to hold a very high bar for top-tier service and guarantee that you would have it at all times, no matter what.
- We'd love for you to give Magic+ a try and compare it to your experiences with Magic. I'm highly confident that you will feel a major difference, however I understand if you don't feel inclined to do so after your past experience.