"Challenges" is exactly the sort of Dilbertesque euphemism that you should never say in a situation like this. Calling it a "challenge" implies that there is s

"Challenges" is exactly the sort of Dilbertesque euphemism that you should never say in a situation like this. Calling it a "challenge" implies that there is some difficult, but possible, action that the customer could take to resolve the issue. Since that is not the case, this means either you don't understand what's going on, or you're subtly mocking your customers inadvertently. Try less to make things sound nice and MBAish, and try more to just communicate honestly and directly using simple language.