ABC Choice #28

Explanation of the events from the retail perspective is that the customer brought her damaged iPhone in for repairThe LCD was shatteredThe customer requested to have her LCD replacedOur technician replaced the LCDThe customer picked it up on a SaturdayIt was working although she only
had a 4% chargeShe came back the following Monday after having the repair done just that pass Saturday to say that her phone was not workingAfter the technician diagnose the problem he determined that the LCD was working properly but the customer's back light was outSometimes when a customer physically damaged their phone by drop, there are other things that can also be damagedThe other problems cannot be determined until your LCD is replaced and your phone is unlockedThe customer was instructed that the technician was not able to repair a backlight issueThe customer was instructed that she would have to go to the *** Store and pay for an additional repairShe was not willing to pay *** for the additional servicesShe requested a full refundThe technician was willing to remove the LCD and give her a refund but she had to pay for the labor to have the new LCD removed and another one of equal damage reinstalled on her phoneHer original LCD was cracked and shattered beyond any useThe technician had to take another LCD that was usable for re-installation in order to have something on the front of the iPhone to protect the motherboardThe customer was informed in advance that there would be a labor charge to put her phone back in the original broken condition before the repair.The sales representative has been reprimanded for being uncourteous and rude to the customer.The sales representative perspective is that when she told the customer that she would have to wait until p.mto get approval from tech support for a refund, she became adamant that the sales representative call someone else to get approvalStore policy is that the technician is the only one that can give approval for refunds on repairs and labor chargesThe customer kept reiterating the same thing over and over that she had to go to workThat she didn't have time to come back and the sales representative need to do something else. The sales representative feels like she had to be verbally forceful with the customer to make her understand that she was not authorized to approve refundsThe sales representative acknowledge that it became a very hostile situation and that there were profanity and obscenities expressed on both parts.My representative expresses her deepest apologies to the customer for losing her cool and being unprofessionalShe acknowledged that the best way to handle a customer dispute is to be calm and explain the policies again.Thank you*** *** Sales Operation Manager

Explanation of the events from the retail perspective is that the customer brought her damaged iPhone in for repairThe LCD was shatteredThe customer requested to have her LCD replacedOur technician replaced the LCDThe customer picked it up on a SaturdayIt was working although she only
had a 4% chargeShe came back the following Monday after having the repair done just that pass Saturday to say that her phone was not workingAfter the technician diagnose the problem he determined that the LCD was working properly but the customer's back light was outSometimes when a customer physically damaged their phone by drop, there are other things that can also be damagedThe other problems cannot be determined until your LCD is replaced and your phone is unlockedThe customer was instructed that the technician was not able to repair a backlight issueThe customer was instructed that she would have to go to the *** Store and pay for an additional repairShe was not willing to pay *** for the additional servicesShe requested a full refundThe technician was willing to remove the LCD and give her a refund but she had to pay for the labor to have the new LCD removed and another one of equal damage reinstalled on her phoneHer original LCD was cracked and shattered beyond any useThe technician had to take another LCD that was usable for re-installation in order to have something on the front of the iPhone to protect the motherboardThe customer was informed in advance that there would be a labor charge to put her phone back in the original broken condition before the repair.The sales representative has been reprimanded for being uncourteous and rude to the customer.The sales representative perspective is that when she told the customer that she would have to wait until p.mto get approval from tech support for a refund, she became adamant that the sales representative call someone else to get approvalStore policy is that the technician is the only one that can give approval for refunds on repairs and labor chargesThe customer kept reiterating the same thing over and over that she had to go to workThat she didn't have time to come back and the sales representative need to do something else. The sales representative feels like she had to be verbally forceful with the customer to make her understand that she was not authorized to approve refundsThe sales representative acknowledge that it became a very hostile situation and that there were profanity and obscenities expressed on both parts.My representative expresses her deepest apologies to the customer for losing her cool and being unprofessionalShe acknowledged that the best way to handle a customer dispute is to be calm and explain the policies again.Thank you*** *** Sales Operation Manager