Your issue has been escalated to our research department; as soon as I can, I will send you a message with my findings. Thank you for your patience and understanding.
Any future findings on this?
Here is more reason to provide more transparency and establish trust -
I am still waiting for information from engineering; as soon as I can, I will send you a message with my findings.
Thank you allan, I look forward to their response. Also if possible it would benefit others to make a public statement vs. contacting me directly.