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?