Vantage/Octane obviously does not consider Human Factors in their correspondence. This is a field they should know about because it is vital to interior design of cars. The letter to which they referred was badly put together, as it did nothing to alert the casual reader to the importance of the message.
I did as I am sure many others did - I glanced at it and saw nothing that caught my eye, so I did not read it. All I saw was a dense block of text with no heading of interest or even opening line. I am sure those who produced the letter will reject this criticism and say that I, and many others judging by the other notes on the topic, should have read it more closely.
Well, that is blaming the user. If you want to communicate, it is your responsibility to do it effectively. You didn't.
The offhand dismissal of my complaint that my copy of Issue 34 of Vantage did not arrive does nothing to endear me to the Octane brand. To say "I checked and it was sent" is another example of failing to see things from the customer perspective. This means that my complete set of Vantage magazines is now not complete. Every other vendor I have dealt with, no matter what the item in question, would send a replacement on being informed that the original did not arrive. But nothing from Octane.
You need to do better.
