Customer left Negative review after phone call - Listen to the recording. 

Customer did the right and retracted his review. We have 5 stars from Victor now. it's only fair to ask that whoever left him a negative review to just remove it. He realized what he did was wrong and corrected his mistake. Check Follow up video at ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-HVRMUvdy2_I.html

Victor was aggressive from the very start of that phone call, he was pissed he broke it and wanted to blame anyone but himself!!

Victor is a chump and should man up to his incompetence. He damaged the connector himself.

"They hurt my fee fees by stating a fact to my face. One star." Dude has a repair shop that sends their stuff to another repair shop inorder to fix it. What a joke.

“How dare you blame me for breaking the connector myself”

Poor wifey. She could have handled that better but that person was ready to even blame his father for bringing him into this world

Victor could not fix the original touch screen issues so he would have been smart to include the home button. Posting a negative review was out of line. You are a Professional it’s unfortunate you were not able to answer the phone. Keep up the Great work

The customer is not always right. "It's your fault" is a valid statement, whether one believes that is poor customer service or not is irrelevant. Your customer could have been more polite on his end, as it was very clearly his incompetence that led to the problem. He claims that he won't use your business again, that's fine. If I was you, I wouldn't take his business anyways.

I once had a customer ring in who constantly talked over me. I repeatidly said if she continued to talk over me I would hang up. She continued. I hung up and blocked her number. I don't need customers like that.

That guy knew he broke the connector but just didn't want to take responsibility for his actions and was looking for someone to blame. I think he was trying bully your wife into getting a new connector for free. Shame on him.

Youre a good guy, we need more business owners like you in this country!

It is very impressive that Alex gives both sides of the argument and even sides with Victor (against his own wife!) on some aspects of this issue. He may be the most objective and honest person I’ve ever seen on RU-vid.

She told him the truth he ripped the cable himself he trying to blame someone else please mistake keep it up you're doing a good job peace

I like your professionalism how you work , eveything is documented 😁

I'm addicted to your videos man. ❤️❤️ Keep it up and don't worry about negative feedback we love you and your work.

Alex I have to say your kind and understanding character along with your business ethic is not only inspiring but motivating. You are a wonderful business man and it makes every sense in the world why you’re so successful and will continue to prosper. Thank you for your time making these videos and giving so much game and advice in every aspect. I appreciate and respect you immensely and wish you a wonderful and fruit-filled life.

"I have never called this company before..." "I never spoke to a woman previously I have spoken to a very professional man before." If Victor has never called before how did he talk to "a very professional man"? Tells you all you need to know about Victor.

I’m a mechanic and run my own garage . You install new tires , if they get a flat in a week they blame me 😒

Been watching this channel for a while now. Best thing I’ve seen so far. Learn a lot about tech repair and customer support. You’ve got an A+++ from me!

What I think is that Victor was trying to see what repaired on that iPad so that next time he will fix by himself, he owns a repair shop but he don't know about repairing, my only little advice to Victor if he can read my comment is that he must continue watching Northridge fix and other channels to gain some knowledge!!!

Respect for acknowledging both sides of this conflict. Your wife could definetly have managed that situation more professionally, and I think you did a great job highlighting those points. On the other hand that doesn't excuse the customer's hostility and him lying about the situation. As you pointed out, nothing gets resolved this way. Anyhow love your videos, hope you have a great day!

As a business owner myself, the worst part of running a business is moments like these. It seems like he is blaming you for fully installing the plate and components you received rather than accepting that it's his fault. Your wife telling him bluntly that it was his fault (which it is) set him off. She should have handled it better but even if she did, from my experience he would have still found a way to play victim and get loud at some point. Anything other than a free repair would have angered him. I no longer check or worry about Google reviews. They used to stress me out. I've had local competitors make fake reviews. I once had a guy sell my store a stolen iPhone 4 many years ago. He was arrested for stealing and selling the phone after we reported it. He then went to Google to make a fake review (using his real name) which was later removed after I replied with evidence of what happened and he then made death threats when he replied. This same man was later shot and killed trying to break into someone's house before even making it to court on the pending charge. These are the people we are forced to deal with unfortunately. I've found that most of my bad reviews are based on lies and the few that were true made me implement changes to iron out the wrinkles. I've been in business since 2004. I just checked my Google reviews which currently sit at 4.7 out of 5. I'm not going to read them though and I'm not going to ask for reviews. It's my business and Google will not dictate how I run it. Let it go and continue doing your best.

I have owned a computer repair shop for 25 years, it is appreciated you take the time to explain how difficult customers can be on occasion. Just like you, I take great pride in my workmanship and honesty to provide the best level of service possible. I don't think customers realize the stress caused to the business owner when they leave these BS reviews.

This is a wonderful description of real life situations in the industry. Thank you for your honesty, transparency and illustration of what real world repair business looks like. I am sure it will be helpful to others. Thank you.

1 in a thousand… I would not sleep 1 minute less about a person like this. Unfortunately there are people like this everywhere. Jus imagine how these people go through life…

My wife would kill me if I tell her that she could be nicer on phone 😅

I just watched the recent video of how a customer took you to court. Man, bless you for the work you do because never in a million years could I ever handle dealing with people like that. I tried doing side work ONCE 20 years ago. I had a flat hourly rate. I explained this to the guy before we did anything and he says "Well, I'm not going to pay you for the full hour if it only takes you 15 minutes." And I was like "NOPE. No thank you. Good bye" and I NEVER desired to do side work again. Just KNOWING that this was the kind of stuff I would have to deal with just turned me off from it for forever.

Clients are sometimes a pain. You wife is right! I'm glad she told the client directly.

If the customer himself is a repair shop owner then he shouldn't have said "i opened the screen and connecter was damaged". He owns a repair shop himself, if someone calls him and tells him that he sent back a broken device then how would he feel.......he should have just simply said "i damaged the connector can you fix it?".

To be honest it’s his fault but your wife bless her could have also handled it better however facts are facts , he did damage it and seemed like he was looking for a fight perhaps you should have called him to double double check about the home button, he clearly missed your email again not your fault but some customers need saving from themselves. Your deescalation approach is the best and used in the airline industry. Ps your wife should have transferred him to you rather than refuse which added to the issue and he actually was calm about this.

Lots of respect for you NorthridgeFix. Even though you were clearly in the right, you were still willing to review how your end could have handled the situation even better. And the beautiful part is, it just shows the calibre between you and victor :D

Victor the “business owner” needs to get off his high horse. I wouldn’t deal with him again.

My girl encounters these types of people every day as a customer service representative. This Victor person resolved to anger while pointing out that he is a "Business Professional" but as I can see there is no professional aspect in his language.

Personally : - When I have a good experience : I leave a positive review, 5 stars, and move on. - When I've a bad experience : I send a private message explaining my bad experience, share how he can do things differently, etc...., but I don't let any negative reviews. The goal here is to help him do a better job the next time, even if I won't go to this shop anymore.

You repaired my key fob and saved me hundreds…..you are great in my opinion and I’ve spent money in your business….keep up the great work….

Great Lesson on Business ownership... im 34 yrs in customer service. The best thing you can do is know your staff... great job

You worded it on the spot! Both sides in the conversation could of handled it better. But Victor is dumb who else is he gonna send the items he can't fix! I bet you anything he will try and send you a item to fix in a month or so 🤣

"so it's your fault" is a valid statement made by your wife and yes could have been better handled but it is a FACT. Problem is people ego is too big to accept their own fault. The guy's response is all being defensive and do not want to look like a incompetent nimkamput being called out by a lady. Even with your wife said what she said, response from the guy shouldn't or could have been better and get issue resolved. He probably should realize that he is making a living with your help! If not he would not be sending you repeated repair jobs. So sad.

It is sad that even small disagreements or errors these times, so easily results in people exploding like that, seems like there is more of this, these times, than before - people have gotten less polite with each other. Thank you for providing an example, why reviews not always can be trusted.

Victor gave you a very good advertisement. After watching this video, for sure if I have any issue with electronics, I will send it to you.

RIP vector 😂

"i dont know the key to success, but the key to failure is trying to please everybody" bill cosby

I like watching your videos as you're very professional and understanding. Very well handled situation. Great work!

Thanks for sharing this experience. It is difficult sometimes to de al with sensitive costumers. Not all RU-vid repair channels talk about this

IMHO it would have been better to fully confirm what to do about the home button before sending the iPad back. Otherwise there's always the chance this sort of thing could happen.

That one dislike is Victor

Discovered your channel recently, I love the honest business you run.

You don't talk like that to a person who tries to serve you. I think you did nothing wrong, keep up the good work you are doing. Your repair videos are amazing! Thank you for sharing them!

Good Job! You explained everything with proof. Agreed: you can't please everyone

Well good for you that you record your telephone interactions and have the paper trail and even better you have a RU-vid channel. You have explained it thoroughly in this video. I would just reply to the Google review with a link to this video.

Your are a gracious and considerate business person! This is why your business is so good.

Your shop is full of good professional vibes, you are right in saying “moving on with the life” keep up the good work 👍👍👍

So, he damaged a screen and expected someone else to take the blame? He makes no sense, remember you can fire customers, some people think they need to please all customers and that's a mistake you should fire your bad customers to make room for potentially good customers.

You got that right, "You can't please everybody", that's just life. Victor will lose in the end because he doesn't have a good reputable repair shop to send items needing repaired to now. We all have bad days, maybe Victor had one?

It's nice that we learn not only how you fix things but how you handle situations and you my friend have a FAIR judgement and is a Professional..

Started watching these videos as we have a similar repair centre in the UK albeit less board repair based and can really relate to a lot of the videos. What made me smile though was seeing Syncro pop into view 😀 It works so well!

My advice sir is that, you should send again the question 2 or 3 times, if the costumer didn't reply or response to your message.

That customer was in a angry mood from the off you could hear it anger in his voice that he broke the connector now passing on the blame. You don't need customers like that!!!

I like how you explained your objective opinion as a man who have to run a business. Thanks!

I appreciate the fair assessment of the situation. I wish more people in general were as balanced.

How is Vic working at a repair shop and instantly manages to destroy a connection to his screen while trying to install a simple button? What an incompetent man.

Wish we had repair shops that did these professional repairs, you do amazing work honestly. The shops we have are very untrustworthy and does poor workmanship 😌

The nerve....seriously the worst part about running ANY business is having to deal with such entitled idiots. I'm sorry you have to put up with this crap.

يا زلمي انت ادمي، ومخلص لشغلك ، برافو عليك، تحية من لبنان لألك ولعيلتك ،

Awe so sorry to hear about that those customers don’t deserve to get respect back ! You have a right to return as it was sent to you ?

Well handled, you’ve lost nothing, only lost a customer who never wanted to pay full price, wanted to give you little money for your expertise which means you don’t make a profit, gave you no thanks for your help and generosity and probably takes the credit of your fixes for himself. I’m not surprised he broke the cable, if he knew what he was doing, he wouldn’t send you items in the first place.

I LOVE THIS GUY!! Really I got sucked into his videos and is hard for me to comment or give like to RU-vid videos but this is different, the story on how he start the business ( I thought I was the only one that broke an iPhone screen), how hard it is to deal with costumers, sharing his experiences is priceless!!, I had a similar experience but with no support from family or partner, I end up closing my shop and just work on online sales, but this guy made me think what happened during that time, I may give another shot!! REALLY !!THANK YOU FOR THIS VIDEOS!!!

The Response to your wife should have been to give her the ticket number she requested, and ask to speck to the Technician, that would have avoided all the Drama, Technical information should be left to the techs involved, and no one would have Felt belittled and by the way, fault should be place on the Caller because he's the owner of the business and should have known better, And we all know things can get lost in translation , And by the way I've got to give it to you, You are a Great Technical Electronics Instructor i appreciate your level of expertise and the way you express your Craft, good luck to you all LEARNING A LOT, THANKS & PEACE.

Having experience as a customer service tech support myself, when the customer said the cable got ripped, an empathetic response such as, 'I am sorry to hear that. Let's see how we can be of help to you ' or something like that would've taken the conversation entirely in a different direction. Listen, pause, reflect, respond. Easier said than done, I know because there are institutes out there whose full time job is to train people in this very skill. Non violent, productive conversational skills. I am working hard on it too but mishaps do happen. 😊 👍

Repair shops that can't replace a connector shouldn't be doing repairs. The guy sounds like a plant pot had many myself :/.

Thanks for repairing my iPad! I'll get on unrepairing it immediately.

I am genuinely curious about the people who dislikes this video...he is giving real life advices for free. I am really glad I found out this channel. Respect 🙏

Just an advice. I run transport company. When a customer says i want to talk to someone else. The best way is you take their number and ask someone else to call. The other person will now know what to do as he knows every thing

Alex, this was such a valuable video, not only for your fellow repair techs but also for anyone who owns a business and those who are regular customers. It can be very hard to share a video like this where things get tense between a customer and an associate and it's even more delicate when the associate is your wife. I appreciate greatly the tact with which you shared your wisdom and good business practices. You gave me a lot to think about and to begin immediately with adding these values to my own life. This was such a valuable learning experience and I'm very thankful you shared this with everyone. Thank you for also pointing out the difference between "technician neglect" and "repair risk". This was absolutely critical for me to understand and you've made my own small business practices better because of this video and your commentary. Many thanks Alex. God bless you!

Fully respect for the way you discussed this issue, its part of the business and should be accept and deal with it daily. Regards.

im happy that he also held his wife accountable for blaming the customer.

ive had the same before, the customer has no respect for who helps him feed his family, i wouldnt deal with that guy anymore bud. as for the bad feedback its just pebbles in the sea.

This video is all the negative feedback his[customer] company deserves ;) And don't take any repairs from him again.

At first I thought this a boring channel but I always learn something new technically and also public relationship. I enjoy this channel very much now 😁

its always good to see customer and service provider come to terms, miss communication is the problem here not the repairs. as a business owner you have to be fair and look at both sides of the issue. well done and I hope your business with Victor is back on track, its not easy to gain and keep customers but very easy to loose. my wife is similar to your wife in terms of personality, if you are wrong she will tell you. On the phones you have to be diplomatic and you do need to listen patiently (as much as it hurts), as a car salesman you have that talent Alex but others may not.

Waiting for Victor in the comments :) Both parties could have responded differently but it is what it is. Seems like Victor is not Victory at the end of the day

Alex - Best way to handle customer complaints - Let the customer finish speaking. Never interrupt. Ask if there is anything else when they are done speaking. When they are done, ask them what they would like you to do for them. Accept what their request is/respond with a couple of options, or let them know that you will review and get back to them with what you can do for them. Many times they will ask for less than what you might think they are asking for.

Very well handled. Small business owner here and I am impressed by your professionalism.

People in the wrong like this will cling to any lack of perfection on anything by their opposition, as a smoking gun on the matter. It's very childish behavior.

To be fair to your wife, Victor wasn't straight to start with. Him saying "IT damaged the connector" implied that the blame somehow lay at your door. Yes, there may be other ways she could have responded but she knew he was trying it on.

The customer shot HIS fuck up at your store then your wife said "it's your fault" so he as a store blamed your store for breaking it, he as a store owner should of put his mouth into neutral and listened to your wife but I know what he has done he has read the email to say it was fixed but then he's missed the email that said about the the home button then sent his reply

For anyone wanting to become an entrepreneur needs to watch these videos. This is the hard and non glamorous parts of running a business. Everyone goes in thinking I will start this business and everything is going to be great then reality kicks in. I have been working in I.T for 21 years and videos like this gives me IT PTSD.

Thanks for the valuable lesson. I learn

Rude customer man I’m happy for you that you don’t have to fix anything for him its his loose

I still can't believe a repair shop sends stuff to another repair shop... It just make them look incompetent and quite likely they should not offer repair services to people if they can't do stuff on their own.

Wow you need to fire that customer ASAP... how does he talk to his own customers? 🤣🤣🤣

After watching your videos, if I need a important repair I’m only calling you, and I know your one of the good guys and as a first time customer you won’t let me down, you have a awesome professionalism about you.. I gotta a lot of broken older Apple devices floating around hehehe. Also pc components… thanks for your channel man..

Its a really interesting debate and the whole issue was started due to a breakdown of communication and a really obnoxious customer. The only defence that Victor may have is that he may not be aware that the screen was already attached (really?) I'm not saying that is a valid argument but in future (if you don't already have this in place) a label on the screen is needed warning the customer that the ribbon cable is in place before removing the screen? Its human nature to blame someone else especially when a costly mistake is involved but if he knew you, had used you before and has watched your channel then he would have known that you are not a person to deceive your customers. Its a shame that his device was not one of your videos featured on here where he could view the repair live. Ultimately...he needs you more than you need him :)

I love how these people run device repair businesses, then ship to a DIFFERENT business for the ACTUAL repair, LOL

glad to hear its all solved properly , good solutions only can be done by a wise man , you did well , also its an important lesson for every one to learn from ,including us who is watching the video

Good job. It says a lot about how you do business by posting this video. Looks like the customer could have done a better job and your wife could have as well. Yes, you could leave negative reviews for the customer as well. That won't solve the problem. You are a great professional and polite business owner. You've taken a difficult situation and made it better by sharing with all of us. This is a little bit of education on how to handle difficulties being in business.

When it comes to a missing important component like this, CALL the customer first. Also, be sure to take pictures of the finished product once it's fixed (a ten, twenty-second video of its full operation would go a long way) to protect yourself in case a customer does attempt to sue your company. It is important that you are covered on your end so that you can present this fact to the customer if this ever happens

Your customer sounds very arrogant , he will not let your wife talk , he talks over her...If he doesn't deal with you again.... your the winner... and he's the wiener

I like you didn’t take sides in analyzing the call, you truly know how to handle business.

This is a valuable class on Customer service...