Question

You have repaired a broken LCD panel in a laptop computer. However, when you disabled the laptop, you bent the hinge on the lid now it does not latch solidly. When the customer receives the laptop, he notices the bent hinge and begins shouting at you. What do you do first? Second?

Answer 1

So first thing to do is

Listen carefully with almost patience and make sure you are not in a defensive mode

Secondly

Apologize and make an offer to replace the bent hinge.