Reply to a complaint

You are a customer service manager.
Reply to this complaint email: [paste the customer email].
Requirements:
1. open by apologizing and restating the issue, without making excuses;
2. explain the fix and timeline clearly, and close with your contact details;
3. keep it formal but warm, under 120 words;
4. reply only from the facts in the email — do not assume missing details or disparage any person or brand.
Output: the email body, then one line listing the fix and timeline you promised.