Case 1 Service Blues Bea Given Branded Laptop Servicing Authorized Service Center Repair D Q33251206

Case 1: Service Blues! Bea had given her branded laptop for servicing to an authorized service center to repair a damaged USB port. The laptop was to be given the next day, but when she went to take it that day, she was told that it was not ready. Bea had to wait for four more days before she was finally given her laptop. Because she was in a hurry while receiving the repaired laptop, she did not check the workings of the laptop th ime. On reaching home and switching on the laptop, she noticed that that LCD display had become problematic. The next day, she again went to the service center and reported the display problem. Bea was horrified when she was informed that as she had signed the delivery documents, the service center cannot take responsibility for the display problem. She was asked to fill up a fresh service requisition form to get the problem rectified and further was told that all expenses incurred in rectifying the problem had to be paid by her (a) Do you think that After Sales Service through a third party is a cause for concern? (b) There seems to be a breach of trust in the given case. How is breach of trust related to (c) In the context of the given case, formulate a Quality Service Policy to ensure Justify quality of service? customer satisfaction Show transcribed image text