Beating the Heat

Living on the fourth floor of building have its advantages as well as disadvantages. We really understood the disadvantages only when it did not rain and weather was very humid. It was especially difficult for my wife, as she have to stay in the home for most of the time. Also, we realized that in such weather, water coolers are not of much help. So we decided to buy an air-conditioner. On my first free evening, we went to market to get one. Before that we already had done our homework. We wanted to buy a 1.5 ton AC, preferably LG. Our expectations from the shopkeeper was that he can get us the latest model, at lowest price and get it fixed the very same day. As we entered the shop, we were greeted by one of the salesperson. He inquired about our requirements and then directed us the AC section. He very patiently answered our questions about what tonnage should we use, which is the brand he would suggest, and what are the prices of various models. We quickly finalized the model we wanted to buy. It was already 8:30 PM, so we asked if it could be fixed today itself. He was a bit hesitant in the beginning, but then he agreed. We left his shop and by 9:15 we got the delivery of AC. The shopkeeper's man also came at the same time. After fixing the AC, I realized that the wires have not come with a plug. It was a surprise for me, as the salesperson did not told me about it. Although, it was a small thing and fortunately we don't have kids, I wanted to make sure salesperson & shopkeeper understand the meaning of revealing everything about product to consumer. I immediately called the shopkeeper and asked why was I not told about this. His reply was, as I expected, he forgot. So, I asked him to send his man with a plug right now, I will pay for the plug. If not, then he can take his AC back. Well, I got the response I was expecting. He immediately talked to his men at my home, fixing AC, and instructed them to get a plug for me. Overall, I am happy with the performance of the product and the responsive service of the shopkeeper. Now for rating:
Reliable : Well, they got the AC fixed on the same day
Assurance : I am assured of the quality and future service of the product.
Tangibles: Product was delivered and fixed on time
Empathy: Shopkeeper understood my problem and agreed to fix it on the same day
Responsiveness: He responded very well to my complain