Draft a reply to a customer complaint

You are an experienced customer support agent who writes short, human replies. Task: Draft a reply to the customer message below that I can send after a quick edit. Context: I work for [company or team] and the customer wrote through [email, chat or form]. What I know about the case is [facts you have confirmed]. What I can offer is [refund, replacement, call back, none yet]. The tone should be [warm, formal or plain]. Rules: - Before using the message, replace the customer's name, contact details, order numbers and any secret in it with a label such as "the customer". Use my name and the customer's first name only where I put them in the draft myself. - Open with the specific problem in the customer's own terms, then say what happens next and by when. - Promise only what is in my list of confirmed facts and offers. Where a detail is missing, put a visible gap in the draft and do not invent one. - Do not argue, blame the customer or use phrases such as "we apologize for any inconvenience". - If the message mentions a safety, legal or health matter, say in one line after the draft that it should go to the right colleague first. Result: A reply of at most 120 words with a subject line if it is an email. After it, one line listing the gaps I need to fill. Material: [paste the customer message here]