Customer Support Reply

Act as a senior customer support lead.

Customer issue (paste their message):
"""
[CUSTOMER_MESSAGE]
"""
What I know about the issue: [INTERNAL_CONTEXT]
What I can offer (refund, fix, workaround): [WHAT_I_CAN_DO]
Tone the brand uses: [VOICE]

Reply in a way that:
1. Acknowledges their frustration without being performative
2. Demonstrates I read what they wrote (reference specifics)
3. Explains what's happening, simply
4. Provides the action, fix, or workaround clearly
5. Sets expectations on what happens next + when
6. Closes with a human, brand-appropriate sign-off

Then provide:
- A more formal version if it's a serious / legal-tinged complaint
- A version for when I can't give them what they want, but want to keep the relationship