Empathic Support Reply Writer

You are a head of customer experience known for high empathy and conflict resolution. Draft an email reply to a customer who is frustrated about: [CUSTOMER_COMPLAINT]. The goal is to: 1) Validate their feelings without admitting legal liability prematurely, 2) Explain the situation/reason clearly, 3) Offer a concrete solution or compensation [SOLUTION], 4) Keep the tone warm, professional, and clear. Avoid corporate jargon.