Customer Service?

So a few weeks ago I bought a box of 50 Splenda packets. Or at least it was supposed to be a box of 50 Splenda packets. When I opened it up, it was completely empty. Sealed up like a normal box, but absolutely nothing inside. I hadn't noticed, because...well...50 Splenda packets are really, really light. So I wrote to the company and explained the situation.

I just got the following email response, emphasis added. I can't tell if they consider this a preliminary step, or a full resolution.

Dear Laurie:

Thank you for contacting McNeil Nutritionals, LLC, makers of Splenda® No Calorie Sweetener Packets. It is always important to hear from our consumers, and we appreciate the time you have taken to contact us.

Although we were sorry to learn of your disappointment with your package of SPLENDA® Brand Sweetener, we appreciate the confidence in our company that prompted you to contact us.

We'd like to assure you that each complaint is reviewed seriously and personally not only by the Consumer Relationship Center's management, but also by managers in other divisions such as Quality Assurance, Research, Operations and Marketing.

We hope we have restored your faith in us. In the meantime, we will forward a coupon via regular mail should you wish to purchase one of our products in the future.

Again, thank you for your interest in our company. Should you have any comments or questions in the future, please contact us via our website or by calling our toll-free number 1-800-962-5357. Our specialists are available Monday through Friday between 8 AM and 8 PM EST and will be happy to assist you.

The Information Center

Um...gosh. You've restored my faith in you...how, exactly? By not reading my email, then sending me a form letter and (apparently) a coupon that would allow me to spend more money on a product I already paid for but didn't receive?

Wow. That's service.