I would first address the concern directly to show my ability to solve the issue and to show that I am not avoiding it. Then, I would ask more questions to figure out the root of the problem, and in the mean time, I would look online to see if there was a misunderstanding in the computer system or on the view screen created for customers. At this point, I would see the background, if my customer is not originally from the internet age, if my customer is actually looking for an assisting device for her health issue, or if my customer is in an urgent need of something. And apply my sympathy.