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How to Respond to 'Service Not as Described' Complaints

· 5 min read

When customers discover your service doesn't match advertised features, trust evaporates instantly. This guide shows you how to acknowledge discrepancies, offer fair resolutions, and prevent future misrepresentation claims.

Example Customer Complaint​

Subject: Your service doesn't match what you advertise

Hello,

I signed up for your "Premium" plan 2 weeks ago based on the features 
listed on your pricing page. Specifically, you advertised:
- 24/7 customer support
- Unlimited cloud storage
- Advanced analytics dashboard

However, I've discovered that:
1. Customer support is only available Mon-Fri 9-5
2. Storage is actually capped at 100GB (not unlimited)
3. The "advanced" analytics are just basic charts

This feels like false advertising. I wouldn't have paid $49/month if I 
knew the actual limitations. I want either the features you promised OR 
a full refund for both months I've paid.

Very disappointed,
Rachel

Casee.io Analysis: Automatic Case Classification​

When you paste Rachel's message into Casee.io, the AI instantly analyzes and categorizes the case:

📋 Case Summary:

  • Regarding: Misrepresentation of service features
  • Priority: High
  • Categories: Misleading Advertising, Billing Dispute, Feature Discrepancy

Key Issues Identified​

Casee.io breaks down the complaint into 4 specific issues that need addressing:

Issue 1: Support Hours Mismatch​

Customer's concern:

"Customer support is only available Mon-Fri 9-5"

Suggested response:

We sincerely apologize that our customer support hours did not match the "24/7" advertised. This is not the standard we aim for, and we are looking into why this occurred. We understand you expected round-the-clock assistance and are disappointed by this oversight.

Issue 2: Storage Limit (Not Unlimited)​

Customer's concern:

"Storage is actually capped at 100GB (not unlimited)"

Suggested response:

We also apologize for the confusion regarding cloud storage. The "unlimited" claim was inaccurate, and we regret that the 100GB cap was not clearly communicated. We understand this is a significant difference from what you expected.

Issue 3: Analytics Features Overstated​

Customer's concern:

"The 'advanced' analytics are just basic charts"

Suggested response:

Furthermore, we are sorry that the analytics dashboard did not meet your expectations for advanced features. We understand your frustration with receiving basic charts when you were led to believe more advanced capabilities were included.

Issue 4: Refund or Deliver Promised Features​

Customer's concern:

"I want either the features you promised OR a full refund for both months I've paid."

Suggested response:

We hear your request for either the promised features or a full refund for the past two months. We are actively investigating these discrepancies to determine the best course of action to resolve this for you, whether that involves adjusting your plan, providing a partial or full refund, or another suitable solution. We will follow up with you shortly with our proposed resolution.

Complete Email Response​

Casee.io also generates opening and closing paragraphs to frame your response:

Opening (AI-Generated):​

Hi Rachel,

Thank you for reaching out to us. We're really sorry to hear about the 
issues you've experienced with our Premium plan and the discrepancies 
between what was advertised and what you've received. We understand how 
frustrating this must be, and we want to make things right.

Body (Combine Issue Responses):​

You can now copy and paste each suggested response, editing as needed to add specific resolution options or timeline for fixes.

Closing (AI-Generated):​

We appreciate your patience as we investigate this further. We value 
your business and hope to resolve this to your satisfaction soon.

Why This Approach Works​

✅ Acknowledges each discrepancy individually - Shows you reviewed specific claims

✅ Doesn't make excuses - Takes responsibility for inaccurate advertising

✅ Validates the "false advertising" concern - Doesn't dismiss or minimize

✅ Offers choice - Features, refund, or other resolution

✅ Commits to investigation - Shows you're taking it seriously

Resolution Options to Consider​

Add: "Given these significant discrepancies, I've processed a full refund of $98 (2 months × $49) to your original payment method. You'll see it within 5-7 business days."

Option B: Upgrade to plan with promised features​

Add: "We do offer 24/7 support and unlimited storage in our Enterprise plan. I'd like to upgrade you at no additional cost for the next 6 months as our apology."

Option C: Partial refund + feature roadmap​

Add: "I've issued a 50% refund for both months. Additionally, I can confirm that 24/7 support launches next month and unlimited storage in Q2. Would you like to stay on at a discounted rate until then?"

Option D: Downgrade to accurate tier + refund difference​

Add: "The features you're currently getting match our Basic plan ($19/month). I've refunded the $60 difference for both months and adjusted your billing going forward."

How to Use Casee.io for Feature Discrepancy Complaints​

  1. Paste the customer's message into Casee.io
  2. Review the analysis - Check specific features mentioned vs. actual capabilities
  3. Copy suggested responses - Use the itemized responses for each discrepancy
  4. Add resolution details - Refund amount, upgrade options, or timeline for fixes
  5. Follow up internally - Update website copy to match actual features

Critical Follow-Up Actions​

After sending the response:

  1. Audit pricing page immediately - Compare advertised vs. actual features
  2. Fix inaccurate claims - Update website copy today
  3. Review other plans - Are there more misrepresentations?
  4. Notify affected customers - Proactively reach out to others on Premium plan
  5. Document for legal - Potential false advertising liability

Website Copy Audit Checklist​

Prevent future complaints:

  • Support hours - State exact availability (e.g., "Mon-Fri 9am-5pm EST")
  • Storage limits - Never say "unlimited" unless truly unlimited
  • Feature descriptions - Use accurate terms ("basic charts" not "advanced analytics")
  • Screenshots - Show actual product, not mockups with unreleased features
  • Asterisks/disclaimers - If there are limitations, state them upfront

Try It Yourself​

Want to handle feature discrepancy complaints professionally and protect your reputation? Try Casee.io free →

Paste your customer message and get instant analysis with accountability-focused response suggestions.