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Released September 22, 2017. Model A1863, A1905. Available as GSM or CDMA / 64 or 256 GB / gold, silver, and space gray.

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Damaging customer device advice

Good morning folks, last night while replacing a screen, seemingly easy as I have done this countless times. I get a call back from a customer not more than 30 minutes from time of pickup. Her phone will not charge passed 1%. It was closing time, but I had planned to be there several hours longer to complete more repairs. I asked for her to come back in so I can check it over. After some deliberation I surmised that by chance this was just a OS issue. While keeping time in consideration for the customer I deiced to do a OS repair. Of course this bricks the phone, now in an endless data recovery loop.

I decided to remove the screen and view it under the microscope, and found next to the battery FPC, it appears to be two points were a capacitor or resistor should be, and a small hole where it looks like something was lifted from the board.

I called the customer to explain that I take full responsibility and will provide them with a replacement phone, and in the meantime providing them with a similar loaner phone till the replacement device comes in.

My question, since I am new to the business portion of this is there anything I can do prior to repairing the device when speaking with the customer, or any advice on how to handle when mistake are made? Did I do enough to accommodate the customer?

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Thank you, I was able to resolve the looping data recovery, but fortunately the customer did remember their cloud password! I had a grade A refurbished phone and setup their phone for them. Lessons learned


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You handled it well. You took full responsibility and took appropriate steps to address the issue. That’s the best thing you can do in situations like this. Keep the customer well informed, don’t try to hide any issues from them, and give them an action plan on how you’re going to resolve the issue. That’s the best possible path you can take when issues appear!

Only thing I’d suggest to to make the customer aware that repairs don’t always go to plan, and there’s a small, but non-zero chance, that further issues may arise after repairs. They shouldn’t worry too much, and you’d be happy to discuss the issue further with them if anything does come up. Customers need to be aware of, and accept, that small risk with any electronic repair, and if they don’t, you’re going to be in serious trouble if something does come up.

There will always be an issue now and then when fixing anything. Repairs don’t always go right, people make mistakes, and sometimes, luck just isn’t on your side. As long as you continue this level of respect and clarity, I think you’ll do very well.

Good luck with your new repair business!

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Alex Turski будет вечно благодарен.
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