اكسترا - eXtra

أ. سعيد مداوي من خدمة العملاء مثال جميل للموظف السعودي المخلص للعملاء، فعلاً الرجل المناسب في المكان المناسب. قصتي الغريبه اللي صارت لي مع اكسترا وقسم الصيانة 👇🏼 تحت:

I had a quite an experience during the last 3 days. I bought a coffee machine that was defective. When I returned it back the next day for replacement, they said their policy is to do some diagnostics and determine whether the problem is manufacturer’s defect or a user defect - whatever this mean. It would take a day or so, customer service said. I said okay to wait for my machine that I paid around 650 Riyals (which is absolutely not acceptable as they got my money leaving me with no loaner machine or just replace it!).
The next day I stopped by and the customer service walked me to the maintenance dept. to check on my machine. They said it was fixed. So I tried the machine before I leave. It was a Nespresso Inissia. It worked at first but when the water tank got empty while the machine is on, then filled the water tank again, the machine didn’t produce any water/coffee. This defect is known in this machine which caused lots of return in the US and UK and I think it is no longer manufactured (wish I did my research earlier🙃). The interesting experience came afterwards. The technician said the machine was working properly, but because I got the water tank empty while it is on, it did not produce water/coffee again. I said I had some Nespresso machines in the past and the tank got empty while the machine is working and there was no problem. Also, there is no warning in the user manual about this issue. And it was clear this is a manufacturer issue. So I asked him to fix it. He tried to manipulate the water tank to empty some the air inside the machine(which is the causes of the problem) but his attempt didn’t succeed. Then, things got more interesting, the technician got stubborn, refused to admit it was a manufacturer problem. I asked for his supervisor then he said I’m the manager here. So, after few minutes of back and forth, another employer who was sitting on the computer came to inquire about the problem. He was introduced as the regional maintenance manager. I explained the issue to him, he was almost convinced it was a manufacturer issue. He asked the technician, is this a manufacturer problem that requires a return? The technician said no because I (the customer) left the water tank empty while it is on and that was the problem. Then the regional manager tried to back the technician up by explaining to me why the machine is not working saying things that no body can understand like “the end product here see”.
I told him I couldn’t understand what you are saying and this is not acceptable, and I’m not buying anything again from Extra. I went out to Mr. Saeed Madawy from customer service. He was very professional and helpful. He understood my frustration and tried his best to help me out. He introduced me to the operation manager. I explained to him the situation and what happened with the maintenance guys. He promised me he will look into it and by tomorrow morning they will have a solution for me. So, the second day without my new coffee machine that I paid the
full amount for it!
The next morning I stopped by, went to the maintenance with Mr. Saeed from costumer service to check on the machine. It appears the technician spent the night and morning trying to manipulate machine to empty the internal air bubble. The machine was working, I asked to keep it working until the tank get empty for a second, then, surprise, the machine didn’t work again. The technician finally admitted the machine is broken and it is a manufacturer issue.
At the end, I got a return after 3 days of not having the machine and the money that I paid for!
This experience would be worse without Mr. Saeed who was very understanding, professional, excellent Saudi worker. Because of him I may go back to Extra agin.

One of the best electronics and home appliance stores in Saudi Arabia. You can find all your home appliances under one roof. They have almost everything you need for your home. For example, TVs, refrigerator, washing machine, coffee maker, mobiles, computers, laptops, tablets, gaming devices, electrical items and many more. Their yearly sale is fabulous. You can find many items on very competitive prices.

Its a very good showroom. Whenever we went inside Badly our selected products unavailable. But most goodness is that, online purchase in extra stores are best ever. I love to purchase in extra online. Thank you extra

Good place for electronics phones and computers from time to time they provide mahor discountes

Great shop, staff are very professional in customer service specially those in the counter. I have been here many times and I have great experience.

I am usually purchasing most of their gadgets since 7 years.

Nice store staff is better than other branches

Friendly staff, good variety of electronic products, good sales options and suitable prices.

A good store to shop
Appliances
Mobiles
TVs

In sep or oct there is a grand sale and you can have good discounts.

High quality

Good place to buy electronic items

Genuine items on best price ... 👌

Hmmmm i loved extra elect. Store...loved just doing window shopping hehe...

This year more electronic items are available, price as usual.

Very good

I loved Extra Store,,,i really enjoyed doing window shopping....hehe...

Nice store for electronic items.
And good offers 😁😁😁

You can find quality mobile phones in this outlet.

It was a nice experience and good service and nice parking too

The store is well-arranged.
Precaution procedures are taken.