I got the same impression from a 3 word reply. If it was me and with that level of position in the company, I'd ask. "I'm sorry, we were unable to fix the issu

I got the same impression from a 3 word reply. If it was me and with that level of position in the company, I'd ask. "I'm sorry, we were unable to fix the issue. [Ask them a probing question about their environment, or requests for video]." Seems to me, the person left the already frustrated customer with very little else to say.