Letter

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I wrote a letter months ago and I have not gotten response nor feedback on whether it's been mailed or not, is this normal? how long does it usually take to get a response?
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Jazmin Marie Payes

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Posted 2 years ago

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Susan, Sponsor and Donor Relations, Social Media

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Jazmin, I am so sorry for the wait on letters from Dilip. To answer your question, no it is not normal to wait that long for a letter. InApril 2016, we began using a new system designed to help us deliver letters faster thanever before. While the new system enabled us to deliver thousands of letters intwo weeks or less, we also encountered some issues with the new system that wehad not anticipated beforehand. These issues have led to a bit of a slowdown of letters. Again, I sincerely apologize that it has taken so long to get a letter from Dilip. It does look like there are two letters on the way from him. Please do let us know if you do not receive either of them by the end of October. 
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Linda Baker

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How's that new system working out?  13 months later?
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Shannon Massey, Employee

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Hi Linda,

I noticed that you posted in multiple places on this page, and I want to make sure that you receive a response to all of your concerns.

Please know that we appreciate that you feel comfortable sharing your feedback with us. We always relish the chance to improve our program. Compassion is going through the biggest upgrade in our history of over 65 years. We knew that this would bean enormous change, which is why we decided to deploy our new system in stages.As you mentioned, we have been working on this upgrade for over a year now,which does seem like a long time. However, in order to avoid any negative impact that this may cause for our children and supporters, we released our program in stages over the last year. We felt that if we were able to make smaller changes, over a longer period of time, any issues would be resolved along the way. We had hoped that it would make it easier to continue to serve our supporters along the way with the same quality of service that our supporters deserve. But as you know, these system upgrades have not gone as well as we anticipated. We know that an apology alone is not going to resolve these issues, but we do want you to know we are truly sorry for the frustration this has caused. Compassion has several teams of IT professionals working hard to resolve these system issues as we speak.  
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