Entertainment System Scandal - Update

So, just to see if what the steward on the plane said was true, I filed a comment/complaint with Delta about the in-plane entertainment system that wasn't working for a couple hours of the flight to Amsterdam.

I wrote:

On our flight from Seattle to Amsterdam the in-flight 
entertainment system wasn't operating for the first few hours. With all 
of the noise and activity around the large plane, it would have been a 
very nice diversion for my wife and I to have the movies and music 
available. While the cabin staff was very apologetic and were trying 
their best to get the system to operate, it was a disappointing that we 
were left with blank screens. Otherwise, the flight was ontime, with 
friendly and competent staff, and a fantastically smooth landing. Thank 
you!

And they replied:

Dear Mr. Fleming,

RE: Case Number 8945889

Thank you for sharing your concerns regarding the service provided while
traveling with us.  On behalf of everyone at Delta Air Lines, I 
sincerely apologize for the uncomfortable flight you endured due to 
inoperative in-flight entertainment system and welcome your compliment 
for the service received from the cabin staff.

I am truly sorry for the inconvenience caused when our in-flight 
entertainment system was not working.  I can only imagine how 
frustrating it must have been for you to travel with all the noise and 
activity around you.  Taking care of our most valued customers is 
important to us, so I appreciate the time you took to share your 
concerns about the recent in-flight experience. It is evident from your 
comments that that we have failed to meet our goal of providing inviting
onboard atmospheres. Feedback like yours will help us to improve our 
overall customer experience.  Please know I have forwarded your comments
to our Routine Maintenance leadership team for internal follow up.

Moreover, we appreciate your kind comments regarding the service 
received from our cabin staff.  We believe our team members are our most
important assets, and I am happy to learn our in-flight staff exceeded 
your expectations.  In conclusion, when our service does not meet our 
customer's expectations, we feel it is important to acknowledge this and
appeal for a degree of understanding. To demonstrate my commitment to 
customer service and as a gesture of apology for the distress you 
experienced due to unsatisfactory onboard condition, I have added 5,000 
bonus miles to each of your SkyMiles accounts.  Please allow three 
business days for the miles to appear.

Mr. Fleming, thank you for writing about the problems you encountered 
due to unacceptable onboard service.  By bringing forth your concerns, 
you give us an opportunity to review our operations and improve our 
services.  As a loyal SkyMiles member, your business is important to us 
and given the opportunity of serving you in the future, I am confident 
Delta will not only meet but exceed your expectations.

Sincerely,

Tom P. Smith
Coordinator, Corporate Customer Care
Delta Air Lines


I was impressed by the reply - it wasn't just form letter #357a.  Tom P. Smith obviously had read my message and noted all the various complaints and compliments when crafting his reply.  Nicely written and a bonus of 5,000 SkyMiles.

Well done Delta!