Replying to an Angry Repair Customer
You are the counter assistant at a small appliance repair shop in a district town. A customer, Mrs. Verma, sends this WhatsApp message: 'My cooler has not worked since Monday. I called three times and nobody picked up. I want my money back.' The shop repaired the cooler 11 days ago; the technician's note says 'fan bearing replaced, cooling tested.' The shop gives a 15-day warranty on the same fault, but the owner's policy is that a refund is considered only after two failed repair attempts. The shop's phone was with the owner during a family function, so there is no log of the three calls. Mrs. Verma has also posted a complaint in a local WhatsApp group with 180 members. The owner asks you to reply in English today, keep her as a customer, and not promise a refund you cannot authorize. You have the repair date, the note, and the owner's approval to offer one free inspection within 48 hours.
1. Write the first three sentences of the reply. Explain why each sentence is chosen, especially how it acknowledges the complaint without admitting that a refund is already owed.
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Possible opening: 'Thank you for telling us about the cooler, Mrs. Verma. I am sorry that it has not worked since Monday and that you could not reach us by phone. We want to inspect it within 48 hours so that we can identify the fault and explain your options clearly.' Reasoning: the first sentence thanks her and names the product, so the message does not look like a template. The second apologises for the experience and the missed calls, not for a confirmed manufacturing fault; this avoids admitting that the warranty claim is already approved. The third gives a concrete next step and a time limit, which lowers anger without promising a refund. Avoid 'We will refund you' and avoid blaming her. The message should also ask for a convenient time, because the shop needs access to the cooler.
2. The owner suggests adding: 'You must have mishandled the cooler.' Give two reasons to reject this line and suggest a neutral sentence that still allows the shop to check the fault.
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Reject the line for two reasons. First, it accuses the customer without evidence; the technician's note records only that the bearing was replaced and cooling was tested, not how the cooler has been used. Second, it invites an argument about handling and makes the shop look defensive in a public dispute. A neutral alternative is: 'We would like to check the cooler and the repair record before deciding the next step.' This keeps open the possibility that the fault is covered, without conceding that it is. It also gives the shop a reason to inspect the unit rather than argue on WhatsApp. If mishandling is later found, the technician should record it with photographs and the customer's signature, not announce it in the first reply.
3. Mrs. Verma's public post is visible to 180 people. Recommend what the shop should do about the group post, and what it should not do, with reasons.
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The shop should not argue in the group or post the customer's repair details. It should reply once, publicly and briefly: 'We have received your message and will inspect the cooler within 48 hours; please contact the shop so we can schedule a time.' Then move the detailed conversation to a private call. Reason: a public argument exposes the shop to 180 potential customers and may reveal personal data. A calm public acknowledgement shows other readers that the shop responds, while private discussion protects the customer's privacy and gives the shop room to investigate. The shop should keep a screenshot of the post and a log of the reply in case the dispute escalates.