Response to a Product Complaint

To: David Chen

From: Anna Liu, Customer Support

Subject: Your recent complaint

We apologize for the trouble you experienced in your recent order. Our staff read your complaint carefully and understand why you feel dissatisfied. The item you received had a broken screen, and we agree this is not acceptable.

As a solution, we will send a free replacement within five business days. If the new item still has the same issue, we will replace it again or return your full payment. We will also add a 10 dollar credit to your account as a small gesture of goodwill.

Thank you for your patience. Please reply to this email if you have any questions.