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Is it appropriate to write "We pride ourselves on providing the best cable TV service in Tokyo. Therefore, we take your complaint seriously" in a response to a letter of complaint? I know the sentence is grammatical, but I have no idea whether it's appropriate. Would this sound like the author is boasting?

I'd appreciate your help.

  • It's in a pretty standard corporate register and there's nothing unidiomatic about pride oneself on. books.google.com/ngrams/… An alternative would be take pride in. – Tᴚoɯɐuo Jan 8 '18 at 11:42
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Having worked in a role that required me to address complaints before, it was our standard response to start our reply to every complaint with:

Thank you for your email. We pride ourselves on our unrivalled user experience, and as such, we are sorry to hear you're having issue with our services....

It is standard in the customer services departments of large firms to have stock responses that are then tailored to the issue at hand. I wouldn't read too much into the individual boasting, especially if that individual has another mother tongue, it is likely they didn't write it.

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