I hope this email finds you well. I am writing to address an issue that has recently come to our attention. It seems we have a slight problem with the product/service you received from us.

Unfortunately, resolving this issue will require additional resources and expenses on our end, and I must be transparent with you that the solution may not be cheap. However, please know that we value your satisfaction and are committed to finding a satisfactory resolution.

With that in mind, I wonder if I could request a brief call with you to discuss the matter further and determine the best course of action. Alternatively, if it is more convenient for you, we can communicate via email.

Thank you for your understanding, and I look forward to hearing back from you soon.

Best regards,