Something is wrong with your product.

你们的产品有些问题。

I'm sorry to hear that. It's hard to believe. What is the problem? We'll send a representative to check the cause. Please explain to him what the trouble is.

对这件事我很抱歉，真难以置信。问题是什么呢?我们会派一位代表去检查一下原因。请向他说明问题的所在。

AII right, but there seems to be a problem with the packing. The packing seems to be too crude.

好的，不过好像是包装上有问题。包装看上去太粗糙了。

Is that so? Please accept our apologies for this problem.

是这样吗?如果是这个问题，请接受我们的道歉。

representative n.代表，代理人 a.(of)有代表性的

apology n.道歉，认错，愧悔