I have recently received this letter of complaint from a highly valued Customer. I want you to look into all of the issues Mr Smith raises and tell me what you think are the problems and what the possible solutions may be in an email. I would also appreciate knowing what are the three key risks here and how I can mitigate them

I also want you to draft a letter of response back to my old mate, Wild Bill, addressing the issues which he raised. Please keep it short and direct as he is an old Truck Driver and not an Engineer.