I wrote a complaint letter about cell phone repair at Black Apple Cellular and a bad news letter in response to the complaint. The letters display my ability to be positive in the midst of a bad situation, and present otherwise unwelcome news in a professional, sympathetic, and tactful manner.
3567 West 15th Avenue
Vancouver, BC V6L 4H7
____________________________________
June 10th, 2021
Mr. Daniel S. Beuchamp
3980 Shelbourne Street
Victoria, BC V8N 6J3
Dear Mr. Beuchamp:
On June 8th, 2021 I came to black apple cellular to get my Asus Zenfone Max 4 fixed (model ZE554KL). The ear speaker was broken due to liquid spilled into it. An employee, “Trevor”, agreed to replace it with the part I ordered from Amazon and he charged me $25.53 for the labour involved. When the phone was returned to me, Trevor said that the part I provided was not compatible with the phone, so although he dismantled my phone to check if it was compatible, the new speaker was not installed. Shortly after, I found that the “home” button on the phone was unresponsive. Since the home button is fundamental to the use of the phone, the phone is now unusable.
If I was provided with a refund for the inconvenience of the phone being unusable, you would have another satisfied customer. I believe this is only fair since in the end there was no beneficial service to my phone provided. I enjoy the great atmosphere and the customer service at Black Apple, so hopefully we can work out compensation in exchange for continued business.
Best regards,
Phillip F. Tellier
PFT
BLACK APPLE CELLULAR INC.
3980 Shelbourne Street
Victoria, BC V8N 6J3
____________________________________
June 11th, 2021
Mr. Phillip F. Tellier
3567 West 15th Avenue
Vancouver, BC V6L 4H7
Dear Mr. Tellier:
I am sorry to hear your phone is not working. It is tough to have the device we use to stay connected with our friends and family suddenly break. It is true that your phone was not fixed and that the ear speaker part you provided was not compatible. To clarify about the home button not working, often water damage spreads overtime due to water still being trapped in the phone. Water can also spread more easily when the phone is dismantled, so I suspect the damage was inevitable. We are unable to offer a refund because labour was still provided. This policy allows us to have reasonable prices for customers like yourself.
On the bright side, you did learn that the part provided was not compatible, which could not have been known otherwise. To make sure you are satisfied, we will fix the phone for no extra charge if compatible parts for the home button and ear speaker are provided. We are happy to help with any further cellular needs
Yours truly,
Daniel S. Beuchamp, Service Technician at Black Apple Cellular
DSB