What seems to be the problem?
What happened exactly?
I'm afraid it's not our policy to ...
I promise you I'll ...
Did you read the instructions that came with the ...?
How were you using the ...?
I understand you're upset, sir.
I'm just trying to understand the problem.
Were sorry that youve had a problem with this product.
Is there anything else I need to know about this that I havent thought to ask?