Correct my email please

Dear teachers,

A customer will e mail you stating that finally on 3/09/2012 the set top box has been delivered.
But the set top box has been damaged and light is not working correctly. So I would request you to replace it as soon as possible.
This is the context and they have asked me to apologise the customer and tell the customer that set top box will be replaced shortly and the customer name is J.K Edwards.

Do I add some more information to the email below and I welcome your suggestions.


Dear J.K Edwards,

We are very sorry to hear that your set top box has been damaged and that the light is not working correctly. We apologise for the inconvenience which this has caused to you. One of our field executives will call you to confirm a convenient time and our field executive will replace your set top box personally.

Thank you,

Yours sincerely,
Shravan Chavan,
Email support,
XYZ company.


Thank you.