Reply to an angry message

Something landed in your inbox that made your heart rate go up.

Someone has sent me an angry message. Help me reply well.

Before drafting:
1. Separate the factual claims from the emotional framing. List the facts.
2. Tell me which of their complaints are legitimate, even partly. Be honest rather than diplomatic.
3. Tell me what they most want: to be fixed, to be heard, or to be compensated.

Then write a reply that:
- Opens by acknowledging the specific problem, not their feelings in the abstract.
- Concedes what is true, briefly and without grovelling.
- Corrects what is wrong, once, with facts and no defensiveness.
- Ends with one concrete next step and a time.
- Does not match their register, and never uses the word "calm".

Flag any line where I am arguing to win rather than to resolve.

Their message:
My side:

Hard news and conflict. Bad news, apologies, angry replies, boundaries and feedback that has to survive in writing.