Adjustment letter

You are a representative of a business or an agency (you can decide by yourself). Do not use a  name of a real company, you can invent the one. Your aim is to give a written response to a customer’s complaint letter, in which you are supposed to explain how a problem with a product or service may be resolved.
When writing an adjustment letter, make sure to cover these points:
1. Start with a polite, but brief greeting.
2. Apologize to the customer for the trouble caused and acknowledge that it should not have happened.
3. Let the customer know that you understand the essence of complaint.
4. Explain what could be a reason of a problem.
5. Clearly state how you are going to remedy the situation.

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