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 ua-cam.com/video/HVRMUvdy2_I/v-deo.html
I think live should now his "heroes". He will crew someone else device. Alex, don't get me wrong, but ppls with such attitude should be out of bussiness.
i cant understand why he didnt just call back and talk to you,,, lol or like wait an hour and call back and ask for you before introducing him self.. sure i get rage posting.. but its like what.. he lied. you clearly tell him hes recorded.. i'd just email him the link to this video.tbh. im petty tho lol
Is that what was considered an aggressive tone? At the beginning, it sound more of concern and wanting to explain myself way of speaking. His aggression didn't pick up until after the wife said "It's your fault"
@@HazeAnderson and then continued down the route of denial, ignorance and rudeness. I’d have hung up when he used bad language and passed the info to Alex to deal with later.
@@Rainoffire not quite aggressive but accusatory at least hoping to make her to admit liability and he got angry when she wasn't dumb enough to just roll over and say "oh noooo it was our fault that you ripped off the connector", could she have danced around the situation better and said the same thing in a roundabout way...yeah sure, but the plain and simple fact was, he ripped the connector and was pissed she dared to restate what he had literally just told her but without all the irrelevant details attached
Sure he did, the screen worked when he got it back, otherwise he'd of mentioned it twice, once on the phone and once in his review. He only focused on the ONE thing that wasn't the original issue to begin with, so he messed up that connector taking it back apart.
"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.
Yeah, notice that out of all the iPads he’s sent to be repaired, the only iPad that got messed up is the one that he had to finish assembling himself. If you don’t know what you’re doing you’ll rip those stupid screen cables 100% of the time .
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.
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.
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.
@@DaftFader These ipad pros dont give you much space to remove the connector, you cant lift it to 90° to take the screws off or the clip. He should have said i damaged the connector when i tried to remove screen can you help me out if i send it back can you give a discount this is how much i'm charging my customer and I dont want to be out of pocket by much. Be honest
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.
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
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!
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.
You know why we have many meanings of one word? So we can say something in very different manner. We can say something that's an insult or say exactly the same thing but not insulting someone. So no, you're totally wrong from the business side.
@@EkosFoxLeviathan there are 2 main claim: a)you may be right b) you may be guilty if i claim that you are guilty in front of people, you will be angry even you know that you are right. the reason of being angry is what the other people hears.they may be believe what i say, that drive you angry.(the northridgefix makes explanation, because someone may believe in the customer's claim.he tries to say that "i am not guilty even he knows the truth well")
@@EkosFoxLeviathan yes it is his fault there is no doubt. but speaking has a weird power that, your words can make you look guilty. she is trigged him by saying "it is your fault" . he knows that it is his fault. but saying the truth loudly makes him crazy there is a turkish proverb " dont say the truth anytime and anywhere always" . if you enter a place which is thief's street, you shouldnt tell the people that " you are thievies" . they know that they are thievies. why you say the truth loudly. sometimes, keep the truth in your own mind.she would keep the word in her mind which is "you are fault".
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 UA-cam.
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!
yeah clearly, you fitted them days ago, I swear it's a woman thing, 1 woman starts it by saying he drove it last, so yeah it's your fault the tyre(s) are flat so he comes to you..and then you're next in line because she started it lol
we convert cars to lpg , so many people that after you convert their car to run on a different fuel (the only manipulation on his car is a separate fuel system being added) after that every problem with his car is because of you and the lpg system.....
@@martin518441 Ah, the "You're the last person that touched it therefore its your fault." approach. I'm also a mechanic and a few months ago, out of the blue, my boss asked me if I had taken any of the wheels off of car I worked on a few days prior? I said "no, I only did an alignment on it. Why do you ask? Did the wheel fall off?" Turns out few days after we did the alignment it did fall off and they were trying to blame us. Fortunately, my boss sided with me and denied any responsibility for what happened to that car.
Or even worse, you change the tires, and the customer returns complaining about the windshield wiper not working after you replaced the tires, so it must be your fault 😂 And 99% of the times it is a woman
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
Well good for you that you record your telephone interactions and have the paper trail and even better you have a UA-cam channel. You have explained it thoroughly in this video. I would just reply to the Google review with a link to this video.
I’m glad you used your platform to bring light to these type of situations and customers that weaponize reviews and surveys. Without this video, people reading that review will tend to believe them before even thinking they could be the one in the wrong.
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 🤣
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.
"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.
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 😁
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 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.
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.
Wish she could do that but she's stricted by inhumane metrics and management who forbid you to talk back and stop you from cutting the line even if they go over the line
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…
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 🙏
It's a buisness, not some random phone call. It has to be handeled apropriately. I'm not taking sides here, just saying, no matter who you are if you're running a buisness where you have to communicate with customers, it's mandatory knowing how to handle situations like these properly.
mine as well. She handles all our CS calls and takes a lot of shit. Sure it's easy to coach from the stands but get on the field and start taking the hits and the game looks a lot different. I'd be sleeping on the couch for at least a week if I said this about my wife :-)
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.
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?".
And maybe while you have it, I can send the button in and you can install it too, and rescue me from this mess I have created for myself with my inability to repair something.
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.
Well, they asked, the customer ignored the question. And he did had the button with him. But he clearly does not know how to work with Ipads, so I guess he shouldn't be accepting those jobs.
you either assume that as a repair shop they're competent enough to handle the home button themselves, or you delay it longer and wait for them to respond and risk making them angry with the extended wait
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.
exactly, the bad reviews is for when you have a bad experience, you tell them about it and they do not care at all. Mistakes can happen, and a business that is willing to make up for them still deserves a positive review
It depends. If the business has a wrong attitude, does not want to solve the issue, and it is their fault, of course I will give them a negative review. But if it was a mistake, and they are willing to solve it accordingly, I wouldn't not give them a bad rep.
Good for you !!! Don't take no S#@$T from no one. that was very big of you to handle it the way you did.In the end you chose to rationally look at it and bravely scold your wife first and then address him.Bravo!!! It's pretty sad the lengths our customers go to sometimes. I really enjoy the work you do and the video you make. i always learn something new and enjoy myself while doing so. Keep up the great work and thank you for all you do!
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!!!
I LOVE THIS GUY!! Really I got sucked into his videos and is hard for me to comment or give like to UA-cam 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!!!
"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.
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!
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!
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.
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.
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?
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
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 😌
اخ حسين بارك الله فيك وفي عمل وفي اسرتك انت شخص يحتذى به متابع فيديوهاتك ولكن فيديوهاتك الذي بتحكي عن حياتك جدا ملهمه . كيف تتصرف بطرق هادئه وتعرف اين ترخي الحبل واين تشد سبحان الله هل هذا بفطرتك أو هذا بتعمله لدينك في كل الاحوال هذا شي جميل جدا
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!
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.
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.
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!!!
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.
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
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 :)
Been watching your channel for a while now. I 100% agree with everything you said. everyone has bad days and I remind my self of this when handling rude people. What I hate are those telemarketers, who won't let you talk. I had one trying to sell me debt relief, after I had told the person I didn't have any debt. The forth time they hung up on me and no, I didn't cuss or any bad language. Has always Liked your video. All my best.
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
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
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
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.
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.
what would you do in a situation where your technician had to leave or quit and you had many customer devices waiting to get fixed ? will you try and save your business until you hire someone else (by sending it to another business to get fixed and keep your customers or call each and everyone of your customers to get their unfixed items?) What if you had diffrents tecnicians that specialise in differents tasks (one for Apple devices and others for other brands and that the apple guy left?) What if you had a lot of devices to work on and had to delegate the task to some other business to meet your deadlines ? etc ..etc Don't be quick to judge.
Some shops dont have all the equipment and tools to do every task but they still take the job in and then outsource to another shop. Its not that uncommon shops helping each other
Food for thought I work in service industry my i find my self covering my but all the time what I have done is simple i take a before and after pictures and believe my I almost have a zero fault rate by take 2 min with in the repair I think that would solve your headache and eliminate and questionable blame on both parts Hope this is helpful by the way first time watching you work and it reminds me of me when i was doing computer repair and data recovery back in the day I subscribed after first video keep up the good work
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. 😊 👍
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.
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.
![Lp. Сердце Вселенной #60 РОЖДЕНИЕ ЛОЛОЛОШКИ [Финал] • Майнкрафт](http://i.ytimg.com/vi/YoR0pAV9FVQ/mqdefault.jpg)
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 ua-cam.com/video/HVRMUvdy2_I/v-deo.html
I think live should now his "heroes". He will crew someone else device. Alex, don't get me wrong, but ppls with such attitude should be out of bussiness.
I take away the negative comment I gave in the previous video. Everyone can do wrong. Good that Victor changed the reviews the comment.
i cant understand why he didnt just call back and talk to you,,, lol or like wait an hour and call back and ask for you before introducing him self.. sure i get rage posting.. but its like what.. he lied. you clearly tell him hes recorded.. i'd just email him the link to this video.tbh. im petty tho lol
@@MacksmusPrime he knows about a video.
@@pashko90 lol yas. i know. i saw but doesnt change the fact .
Victor was aggressive from the very start of that phone call, he was pissed he broke it and wanted to blame anyone but himself!!
Is that what was considered an aggressive tone? At the beginning, it sound more of concern and wanting to explain myself way of speaking. His aggression didn't pick up until after the wife said "It's your fault"
So he was denying reality until someone showed it to him? 😂
@@HazeAnderson and then continued down the route of denial, ignorance and rudeness. I’d have hung up when he used bad language and passed the info to Alex to deal with later.
Haha. Its really his fault. Anyway what do you want us to do now sir?
@@Rainoffire not quite aggressive but accusatory at least hoping to make her to admit liability and he got angry when she wasn't dumb enough to just roll over and say "oh noooo it was our fault that you ripped off the connector", could she have danced around the situation better and said the same thing in a roundabout way...yeah sure, but the plain and simple fact was, he ripped the connector and was pissed she dared to restate what he had literally just told her but without all the irrelevant details attached
Victor is a chump and should man up to his incompetence. He damaged the connector himself.
Sure he did, the screen worked when he got it back, otherwise he'd of mentioned it twice, once on the phone and once in his review. He only focused on the ONE thing that wasn't the original issue to begin with, so he messed up that connector taking it back apart.
Exactly.
Lol
Plz transfer Victor call to me
lol love that word choice (chump)
Youre a good guy, we need more business owners like you in this country!
Poor wifey. She could have handled that better but that person was ready to even blame his father for bringing him into this world
that victor guy sounded like he'd just got robbed in an alley way or something, sounded on the verge of tears
@@valuehunter5544 I tried to install the button but the display connector was miraculously broken.
Think she handled it fine.
He likely didn't have a father growing up to begin with.
@@maximilian200057 yoooooooooo
I'm addicted to your videos man. ❤️❤️ Keep it up and don't worry about negative feedback we love you and your work.
“How dare you blame me for breaking the connector myself”
So true. :D
He didn't act like he did not break it though.
Lol
😂
hahahaha...he even dropped the F bomb to show how manly he was..what a pussy lol
"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.
Good point. He must be incompetent.
lmao He's like the middle-man of repair lol
Yeah, notice that out of all the iPads he’s sent to be repaired, the only iPad that got messed up is the one that he had to finish assembling himself. If you don’t know what you’re doing you’ll rip those stupid screen cables 100% of the time .
This happens a lot of times it's not uncommon
Clearly he is running a different type of repair shop, a phony baloney one. Only a freaking noob would strip a screen connector.
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.
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.
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.
Wifes a bit clueless too
Yeah, that's why he said "I took it apart and IT broke the connector" double dutch 101.
@@DaftFader These ipad pros dont give you much space to remove the connector, you cant lift it to 90° to take the screws off or the clip.
He should have said i damaged the connector when i tried to remove screen can you help me out if i send it back can you give a discount this is how much i'm charging my customer and I dont want to be out of pocket by much. Be honest
The connector cant be fixed. He needs a new screen
@@earumamaadu nah those flexes are on a small board that can be soldered to a new screen. You can buy those boards separately to save the screen.
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 like your professionalism how you work , eveything is documented 😁
Its such a smart way to move, makes your job easier
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
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!
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.
"The customer is always right" only applies in polite society. In most cases, people can be a real piece of shhh, so it does not apply.
Poor customer service is NOT irrelevant, should know this if you were a business owner...
You know why we have many meanings of one word? So we can say something in very different manner. We can say something that's an insult or say exactly the same thing but not insulting someone. So no, you're totally wrong from the business side.
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
if you say "you are a thief" to a real thief directly; the thief will be angry with you.
@@tekmusti still doesn’t make the thief any less of a thief
@@EkosFoxLeviathan there are 2 main claim:
a)you may be right
b) you may be guilty
if i claim that you are guilty in front of people, you will be angry even you know that you are right. the reason of being angry is what the other people hears.they may be believe what i say, that drive you angry.(the northridgefix makes explanation, because someone may believe in the customer's claim.he tries to say that "i am not guilty even he knows the truth well")
@@tekmusti yes I agree with you, she could have worded it better and etc. But this doesn’t mean it’s not his fault.
@@EkosFoxLeviathan yes it is his fault there is no doubt. but speaking has a weird power that, your words can make you look guilty. she is trigged him by saying "it is your fault" . he knows that it is his fault. but saying the truth loudly makes him crazy
there is a turkish proverb " dont say the truth anytime and anywhere always" . if you enter a place which is thief's street, you shouldnt tell the people that " you are thievies" . they know that they are thievies. why you say the truth loudly. sometimes, keep the truth in your own mind.she would keep the word in her mind which is "you are fault".
I believed there is nothing perfect in the world. But you prove I'm wrong. You've earned my utmost respect.
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 UA-cam.
@@spartacuscreator i dont know the intricacies of his business but i assume he is just treating her like an employee on this issue publicly
You cannot bring your emotions into business. Very smart.
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!
I’m a mechanic and run my own garage . You install new tires , if they get a flat in a week they blame me 😒
Haha good old tire days. Had a shop 5 years ago. Ran it for 7 years. Good business
yeah clearly, you fitted them days ago, I swear it's a woman thing, 1 woman starts it by saying he drove it last, so yeah it's your fault the tyre(s) are flat so he comes to you..and then you're next in line because she started it lol
we convert cars to lpg , so many people that after you convert their car to run on a different fuel (the only manipulation on his car is a separate fuel system being added) after that every problem with his car is because of you and the lpg system.....
@@martin518441 Ah, the "You're the last person that touched it therefore its your fault." approach. I'm also a mechanic and a few months ago, out of the blue, my boss asked me if I had taken any of the wheels off of car I worked on a few days prior? I said "no, I only did an alignment on it. Why do you ask? Did the wheel fall off?" Turns out few days after we did the alignment it did fall off and they were trying to blame us. Fortunately, my boss sided with me and denied any responsibility for what happened to that car.
Or even worse, you change the tires, and the customer returns complaining about the windshield wiper not working after you replaced the tires, so it must be your fault 😂 And 99% of the times it is a woman
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
Well good for you that you record your telephone interactions and have the paper trail and even better you have a UA-cam channel. You have explained it thoroughly in this video. I would just reply to the Google review with a link to this video.
I’m glad you used your platform to bring light to these type of situations and customers that weaponize reviews and surveys. Without this video, people reading that review will tend to believe them before even thinking they could be the one in the wrong.
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 🤣
This guy is a great person. He looks at things in a fair and human way, much respects
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.
I like your honesty! Hard to find in these days. You guys do very good job so keep your flag up. Salute from Finland 🇫🇮
"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.
He can't even put his lies together.
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 😁
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 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.
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.
I'm professional but I can be petty af. If I'm speaking to an asshole , I'm gonna get a an ass no matter how "professional" I am
Your girlfriend is a heroine, let that be known. This world needs more people like her and less jerks like Victor.
Wish she could do that but she's stricted by inhumane metrics and management who forbid you to talk back and stop you from cutting the line even if they go over the line
yeh! more like Business Professional buffoon. 😂😂🤣
I appreciate the fair assessment of the situation. I wish more people in general were as balanced.
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…
True.
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 🙏
My wife would kill me if I tell her that she could be nicer on phone 😅
lol 🤣
It's a buisness, not some random phone call. It has to be handeled apropriately. I'm not taking sides here, just saying, no matter who you are if you're running a buisness where you have to communicate with customers, it's mandatory knowing how to handle situations like these properly.
and mine
Same 😂
mine as well. She handles all our CS calls and takes a lot of shit. Sure it's easy to coach from the stands but get on the field and start taking the hits and the game looks a lot different. I'd be sleeping on the couch for at least a week if I said this about my wife :-)
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….
Good Job! You explained everything with proof. Agreed: you can't please everyone
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.
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?".
And maybe while you have it, I can send the button in and you can install it too, and rescue me from this mess I have created for myself with my inability to repair something.
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..
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.
Well, they asked, the customer ignored the question. And he did had the button with him. But he clearly does not know how to work with Ipads, so I guess he shouldn't be accepting those jobs.
@@davidlguerr correct, that victor guy does not know anything about repairs that’s why he sends it to northbridgefix
you either assume that as a repair shop they're competent enough to handle the home button themselves, or you delay it longer and wait for them to respond and risk making them angry with the extended wait
As i expected u you are the business owner. But u keep call others big boss. So humble.
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.
exactly, the bad reviews is for when you have a bad experience, you tell them about it and they do not care at all. Mistakes can happen, and a business that is willing to make up for them still deserves a positive review
It depends. If the business has a wrong attitude, does not want to solve the issue, and it is their fault, of course I will give them a negative review. But if it was a mistake, and they are willing to solve it accordingly, I wouldn't not give them a bad rep.
Your are a gracious and considerate business person! This is why your business is so good.
"i dont know the key to success, but the key to failure is trying to please everybody" bill cosby
"She was asking for it, the chloral hydrate had nothing to do with it" Bill Cosby
@@spitefulwar "even a wall watch which is broken that can show the truth 2 times in a day" turkish proverb.
Good quote, bad man :/
@@spitefulwar What if all that was set up to take down a rich and powerful black man who didn't want to sell out the human race?
@@tekmusti that's a great proverb
Your shop is full of good professional vibes, you are right in saying “moving on with the life” keep up the good work 👍👍👍
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.
I beleive you fully because you always fix it correctly in most cases.
RIP vector 😂
Ecological fix-up.
Good for you !!! Don't take no S#@$T from no one. that was very big of you to handle it the way you did.In the end you chose to rationally look at it and bravely scold your wife first and then address him.Bravo!!! It's pretty sad the lengths our customers go to sometimes.
I really enjoy the work you do and the video you make. i always learn something new and enjoy myself while doing so. Keep up the great work and thank you for all you do!
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!!!
I like how you explained your objective opinion as a man who have to run a business. Thanks!
That one dislike is Victor
🤣🤣
I LOVE THIS GUY!! Really I got sucked into his videos and is hard for me to comment or give like to UA-cam 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!!!
"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.
Brother, you are a decent man, do not let this situation affect you
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!
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!
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.
I like watching your videos as you're very professional and understanding. Very well handled situation. Great work!
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.
Thanks for repairing my iPad! I'll get on unrepairing it immediately.
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?
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
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 😌
اخ حسين بارك الله فيك وفي عمل وفي اسرتك
انت شخص يحتذى به
متابع فيديوهاتك ولكن فيديوهاتك الذي بتحكي عن حياتك جدا ملهمه . كيف تتصرف بطرق هادئه وتعرف اين ترخي الحبل واين تشد
سبحان الله هل هذا بفطرتك أو هذا بتعمله لدينك في كل الاحوال هذا شي جميل جدا
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!
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.
Victor the “business owner” needs to get off his high horse. I wouldn’t deal with him again.
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.
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!!!
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 ?
I love your videos. I aspire to learn how to confidently fix devices and your channel covers a lot. Stay great friend.
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.
Maybe he is a wanna be repair guy, there alot of them in all kind of business.
Very well handled. Small business owner here and I am impressed by your professionalism.
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
Instead of being honest so you can be helped out, they will come blaming you like as if you are the one who damaged their gadgets.
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 :)
Ya your thought is better than mine
Ya, your thought is better than mine
Been watching your channel for a while now. I 100% agree with everything you said. everyone has bad days and I remind my self of this when handling rude people. What I hate are those telemarketers, who won't let you talk. I had one trying to sell me debt relief, after I had told the person I didn't have any debt. The forth time they hung up on me and no, I didn't cuss or any bad language. Has always Liked your video. All my best.
Repair shops that can't replace a connector shouldn't be doing repairs. The guy sounds like a plant pot had many myself :/.
Great Lesson on Business ownership... im 34 yrs in customer service. The best thing you can do is know your staff... great job
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
Thanks for sharing this experience. It is difficult sometimes to de al with sensitive costumers.
Not all UA-cam repair channels talk about this
I love how these people run device repair businesses, then ship to a DIFFERENT business for the ACTUAL repair, LOL
I would assume in a device repair business you occasionally lack the proper equipment/ experienced personell/ potentially overenburdened workload.
I like you didn’t take sides in analyzing the call, you truly know how to handle business.
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
Fully respect for the way you discussed this issue, its part of the business and should be accept and deal with it daily.
Regards.
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
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.
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.
agreed
I agree why are you sending it to another shop
the guy is incompetent. he clearly broke the device. he should stop repairing things.
what would you do in a situation where your technician had to leave or quit and you had many customer devices waiting to get fixed ? will you try and save your business until you hire someone else (by sending it to another business to get fixed and keep your customers or call each and everyone of your customers to get their unfixed items?)
What if you had diffrents tecnicians that specialise in differents tasks (one for Apple devices and others for other brands and that the apple guy left?)
What if you had a lot of devices to work on and had to delegate the task to some other business to meet your deadlines ?
etc ..etc
Don't be quick to judge.
Some shops dont have all the equipment and tools to do every task but they still take the job in and then outsource to another shop. Its not that uncommon shops helping each other
Food for thought I work in service industry my i find my self covering my but all the time what I have done is simple i take a before and after pictures and believe my I almost have a zero fault rate by take 2 min with in the repair I think that would solve your headache and eliminate and questionable blame on both parts
Hope this is helpful by the way first time watching you work and it reminds me of me when i was doing computer repair and data recovery back in the day
I subscribed after first video keep up the good work
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. 😊 👍
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.
Xd if you go to google now victor changed the review with no text and 3 stars poor victor
Btw keep up the good videos alex
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.
This video is all the negative feedback his[customer] company deserves ;) And don't take any repairs from him again.
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.