Repair Cost Expectation: Because the issue is now confirmed to be just the earpiece (and not a full audio system or logic board failure), a repair at a third-party shop should be on the lower end of the scale ($50-$80 USD). It's a standard, relatively quick repair.

Should break down the speaker roles: bottom for media and speakerphone, earpiece for calls. Emphasize that the earpiece has a dedicated function. Since videos use the bottom speakers, it confirms those are fine, isolating the issue to the earpiece. They might be looking for reassurance that their phone isn’t completely broken. Or they’re trying to avoid repair costs by hoping it’s a software glitch. But the consistent hardware explanation is crucial here. Also, consider their possible next steps. They might need actionable advice, like cleaning the earpiece or seeking repair. Highlight the key takeaway: bottom speakers working means the main audio system is okay, but the earpiece needs attention. Make sure to keep it straightforward without technical jargon. Confirm their observation, validate their testing, and guide them toward the real issue.