Complaint letter and Response letter

Letter 1: Compliant Letter

Jojo(Syau-Jing) Huang

5665 Boundary Road,

Vancouver, B.C., V5R 0E4

November 27, 2019

SAP Customer Service

910 Mainland St

Vancouver, B.C., V6B 1A9

Subject: Upgrade Issue of SAP EPM System

We have been using the EPM product for the financial management of our company for many years, and it is a critical system for our daily business transactions. Yesterday, a new version of the EPM system (version 4.1.0) was published and we apply this new version in our 251 computers immediately. However, after this upgrade, we were not able to input any data successfully into any EPM system in those computers. As a result, and they can no longer support our daily transactions. This incident has influenced our daily business activities seriously and we are very disappointed about it. As one of the most famous IT companies in the world, your products should never have such a serious defect.

I would like to request support and solution for this issue immediately. Also, we also want to request compensation for our loss caused by this incident.

Best Wishes,

Jojo(Syau-Jing) Huang

Letter 2: Delivering Bas News

SAP Customer Service

910 Mainland St

Vancouver, B.C., V6B 1A9

November 27, 2019

Jojo(Syau-Jing) Huang

5665 Boundary Road,

Vancouver, B.C., V5R 0E4

RE: Upgrade Issue of SAP EPM System

Dear Ms. Huang,

I am sorry to hear about this issue happened in your company. I understand the importance of the EPM system to your company daily transactions, and this upgrade issue must have serious influences on your daily business procedure.

We really care about you as our valuable customer and pay great attention at the first moment when we received your letter. We have checked your system upgrade procedure and found out the root cause of this issue. Firstly, I apologize that it is caused by a bug in the latest version of the EPM system, and our developers are working on it right now. Secondly, I hope you would understand that, as describes in the user manual, we don’t recommend our customers to upgrade all their machines immediately without any testing. Our recommended way for upgrading the EPM system is to test it in a sandbox environment before applying it to the real business environment, which is also suggested in the user manual. Therefore, I am sorry that we cannot make any compensation for the loss caused by this upgrade.

However, we will still provide the best support to help you recover the systems from this incident. Firstly, we have formed an expert team consisting of the EPM experts and developers, and they will work with the IT in your company and follow up on this incident. Secondly, our team will guide you on how to roll back to the older version, which should support your daily transactions again. Last but not least, after our developers have fixed the bug in the EPM system, our EPM experts will help the IT in your company to walk through our recommended upgrade process. Basically, they will test the upgraded system completely before applying it to all machines, which should avoid similar incidents in the future.

If you have any further questions or issues, please feel free to contact me at mike.stark@sap.com.

Best regards,

Mike Stark

Customer Support Manager, SAP

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