How a Singapore iPhone Repair Shop Does Customer Service on Facebook

I was having a problem with my iPhone 4S yesterday and was looking for a way to get it fixed. (It’s sad that Apple doesn’t have an official store here). It seemed like many online folks were recommending iPhone Repair Singapore. The site doesn’t look all that glamorous but the man behind the company, Jeffrey Tan, is smart in how he uses Facebook as a customer service platform. He calls his company’s Facebook group ‘live’ testimonials. I clicked and was impressed. In the end, I didn’t use Jeffrey’s service since I was able to get my phone going through a hard reset. But I’m keeping iPhone Repair Singapore in mind if I have trouble in the future. Here’s why.

Instead of using a Facebook page, Jeffrey opted to band his customers into an ‘Open Group.’ The impact is awesome. You see people, both new and loyal customers, seeking his advice on iPhone problems. The group is on an invitation-only basis. New folks can request to be included. By making the group exclusive allows Jeffrey to know who his potential customers are.

Most importantly, Jeffrey is quick to reply to queries, even on the weekends. It gives assurance to customers and helps them to “know” Jeffrey even before they visit his shop. I like the no-bullshit stance that Jeffrey is adopting for his business. He calls it ‘Face Repair,’ which means that your iPhone will be “dismantled and the parts are repaired and/or replace right in front of you.” And more:

No obligations, free diagnosis. If we can’t fix it, there is absolutely no charge. Free mechanical repairs. Say you drop your iPhone which may have caused some connections to be set loose, we will set them back for you free of charge.

Plus, Jeffrey and company repair your iPhone using original parts. That means, your Apple warranty will still be intact even after using iPhone Repair Singapore’s service. It helps a great deal in Singapore because, firstly, Apple doesn’t have an official store here, and secondly the telecom operators can only provide you with a one-to-one iPhone exchange. That also means that they can’t assure that your data on your iPhone will be intact — and that’s a pain.

iPhone Repair Singapore’s use of Facebook Groups is pretty smart. But that isn’t the key ingredient that has propelled his business. The no-bullshit approach, friendly customer service, and ability to get original iPhone parts, are what attract customers. You might be wondering how Jeffrey gets these original parts. Well, that’s a secret, as he remained mum in the local TV video interview (in Chinese) below: