I am writing to apologize for the malfunctioning of the [product name] that you purchased from us. It is unacceptable that you have been inconvenienced by the product not working as it should have, and we take full responsibility for this.
We understand that you have been relying on the product to do its job, and we are sorry that it has failed to do so. We take pride in the quality of our products and services, and we are disappointed that we have let you down.
We are currently investigating the cause of the malfunction and will take the necessary steps to ensure that it does not happen again. We are also taking steps to ensure that all our products are of the highest quality and that they work as expected.
We understand that you may have incurred additional costs due to the malfunctioning of the product, and we would like to offer you a [amount] refund to cover these costs. We hope that this will help to make up for the inconvenience caused.
Once again, we apologize for the malfunctioning of the product and the inconvenience it has caused. We are committed to providing our customers with the best products and services, and we will do our best to ensure that this does not happen again.