Caselet - Aircel Service Slips Upon moving into a new apartment, Vijay made a call to his internet provider, Aircel, to have his services moved to his new home in Oakwood estate, DLF Phase 2. He made an appointment to have a technician come and set it up, but when it came to the day of the appointment, the technician didnt show up. After making a call to customer service, another appointment was made for a few days later, between 2 and 4 p.m. Vijay called on the day to make sure that the technician would arrive on time, and he was assured that he would. However, the technician didnt show up until 6:15 p.m., at which point the security supervisor at the apartment complex gate informed that no repair and installation activities were permitted in the complex after 6 pm. The Aircel technician then yelled at Vijay for wasting his time. After yet another call to customer service, Vijay was told that they could not send out any technician for 10 days, because they were fully booked. In total, it took 15 days for Vijay to have his internet merely switched over from his previous address a process that was originally promised to be simple and painless. But unfortunately, the service nightmare doesnt end with this. Vijay made another call to customer service to discuss his bill, as he did not want to pay for the 15 days that he had been without internet. After arguing with several different Aircel service members, they finally agreed to adjust in his subsequent bill. But when Vijay checked his bill next month, this had not been implemented. He made a final call to customer service to look into the situation, but they denied that they had ever offered to adjust his bill and actually accused him of lying. After about 10 calls to customer service and several hours spent on the phone, Vijay finally cancelled his Aircel service and switched to one of their competitors.

Question: Analyze the services offered to Vijay by Aircel on all five Service quality dimensions?