Question

Provide an example of a recent service you received as a consumer. Did this service meet your expectations. Go through each of the gaps and evaluate this service according to those models. Was it within the zone of tolerance?

Answer 1

The best example of a recent service that I received as a consumer was when I visited the apple store to get my MacBook pro repaired. Here's a thorough service evaluation of Apple's service at the genius bar.

Stages of service	Description	Rating on a scale of 1 - 10 (with 1 being the worst and 10 being the best)	Reasoning	Was it within the Zone of Tolerance?
Escalation & Ease	Was it easy for me to reach out to apple and highlight the issue with your device?	8	I was able to reach out to apple care with a great deal of ease and could do it via a phone call, email or apple support on the website and set up an appointment at the store	Yes
Expertise	Was the apple employee at the genius bar an expert in his field and was he or she able to identify the problem with your MacBook Pro?	7	I wasn't fully convinced by the genius bar's answer. My Macbook's screen wasn't turning on and the apple employee informed me that my laptop could have had liquid damage. However, I don't remember spilling any liquid on my laptop. However, there could have been a possibility that he was as correct. However, the apple employee did show me the signs of a liquid spill after opening the laptop so they were experts in their fields.	Yes
Repair	Was the repair successful? Was apple care able to fix your Macbook Pro?	5	While apple care did offer to fix my Macbook Pro, the cost of the repair was exorbitant. The total cost of the repair along with labor and taxes was almost equivalent to the price of purchasing a new laptop. However, Apple did offer me a trade-in and allowed me to exchange my old laptop for a new one.	No
Experience	How was your overall experience with apple care?	6.6	Overall, I would say that I was more or less satisfied with the degree of ease at which I could reach out to them and get my product inspected and I was satisfied with their level of expertise in identifying problems and assisting customers	Yes