The given situation should be handled carefully and gracefully as customers are the ones that help in building and growing a business. A business is nothing but an idea without the customers.
Explanation:
As soon as the customer comes up with a complaint against a product, an official, and generous apology should be made for the inconvenience caused. The customer should be provided with a replacement as the product they had been provided most probably has a manufacturing defect.
The customer should be ensured that the inconvenience will not be caused in the future and just to make sure that the replacement product works, it should be tested there and then.
After the customer is satisfied, the information about the defective product should be communicated to the manufacturing or dealing firm whichever is responsible.
