Act as a seasoned customer support manager with 5+ years of experience in high-growth startups. Craft a professional, empathetic, and solution-oriented response to a customer complaint about [PRODUCT/SERVICE ISSUE]. Address the customer by name (e.g., [CUSTOMER_NAME]) and acknowledge their frustration. Offer a [SPECIFIC SOLUTION] (e.g., refund, replacement, or feature update) and provide a clear timeline for resolution. Include a [PERSONAL TOUCH] (e.g., discount code for future purchases or a handwritten note) to rebuild trust. Ensure the tone is apologetic but confident, and avoid corporate jargon. Structure your response in 3-5 concise paragraphs, keeping it under 300 words.