We are sorry that we didn't get back to you timely but the investigation took a while to complete.
Bottom line was that we couldn't reproduce the problem you reported. Nobody else reported anything like this, leaving us in the position of ....if we can't reproduce a problem, we can't fix it. Just not possible.
Again, we apologize for not advising you of this sooner. As the note said, if we get another instance of this where we can reproduce it, we will undertake a fix.
Thanks for your business.