Jet City Device Repair in Wallingford wants to make getting your phone repaired a breeze. This is why we think planning for your repair can make life that much easier. While we do offer some great amenities at our shop, the neighborhood itself has so much to offer. We decided to ask our technicians about their top 5 spots near our Wallingford shop.
We recently received an email from one of our customers concerning his daughter’s iPhone which was rebroken. Our warranty policy does not cover phones that are dropped and broken again but we had a new employee working when he initially called us and he was told we would refix it for free. When he came in, the employee that actually helped him that day, a different employee, told him we don’t cover new damage. He was very upset and requested to speak to the owner.
That would be me.
Because of the confusion, I decided we’d make an exception and fix his phone again at no charge.
Then later that day he sent me a very legalistically worded email which included the following couple of sentences:
This is a post about dealing with mistakes. To illustrate the process we use at JCD Repair, I’m going to use an example of an iPhone 4 that we broke. Before I go any farther, I’d like to state one thing: Our repair technicians are fantastic and they do an incredible job.
I don’t say that to brag or for marketing reasons, but I want you to know that what happened here is extremely uncommon. In the past year we’ve fixed over 12,000 iPhones, iPads, and iPods with a 99.9% success rate. That said, once in a very rare while we make a mistake. That’s what this post is about. Mistakes. They are fact of life – business or personal life – and it’s what you do after a mistake happens that really defines who you are as a business or as a person.
So without further ado, a real world example of a mistake and how we dealt with it…
I was recently interviewed for a podcast and the main topic was how Jet City goes about doing our customer service and at the end of the interview, I was asked if I could post something about our system and how to set it up. So that’s what this post is mostly about. Continue reading “Customer Service Solution for Free”