Jarir Bookstore. Rubbish customer service

I totally agree. Their customer service (if there is any at all) is wanting. Had a similar experience with my New dell Laptop which up until now , I really regret having made the decision to buy from Jariri. Extremely frustrating !!!!

Yes, I do have the similar situation with Jarir book store. I bought HP laptop in March 2014 and just used it for hardly one month and problems raised, like not properly booting, running and also not shutting down properly. The service man said it needs to be reformatted and change the Windows which he did. Again in couple of days same problem reappeared. Second time he said the hard disk to be changed and he did it. But still there is problem with the computer. Again i visited and demanded for replacement of laptop, but he is not sure whether he would change the laptop or not. Now it is with them for repair.

Providing a friendly accommodation to out station students as well, laptop repair training is being globally acclaimed as an excellent Chip Level academy undertaking advanced courses in Electronics & Microprocessor based equipments.

Must_try_harder,

Unfortunately this is a common practice in Qatar.

I accept that problems will arise and to a point I expect it. Law of averages etc. However, I also expect a reputable store to have a good customer services policy rather than the 'take them for as much as you can get' policy that the Jarir bookstore has. The store would have made a lot more money from me by replacing the laptop in question, rather than turning me away. As I have said above, I hope that a lot of potential customers read this and choose wisely...Go elsewhere.

he is a filipino and a very good customer service..he even install the OS from your laptop at the time of purchased....i had no regrets when i biy my LG X130..

excellent jon Mr. ALLAN...keep up the good work.

I still remember, i had a nightmare when i asked jarir to replace my Laptop Charger under warranty. They too about 3 WEEKS to replace it,,before that i bought one another from a local retailer.

~noms~

-----------------------------------------

"Before God we are all equally wise ' and equally foolish" - Albert Einstein

Nic just playing Devil's Advocate for a while..

Sandeepkadin,

I don't think anybody here is blaming the shop assistant and I don't know either what exactly happened but 1 thing we can all agree is that customer service in Doha is generally very poor (due to careless and unprofessional organizations well established in this part of the world) and nothing is being done to improve it.

I PURCHASED LAPTOP FROM JARIR & CREATED 2 USER I.D's.

UnFortunately I forgot the Password of 1 User I.D and I, was not able to Login, so I asked Jarir Customer Service to help out. They told it needs to RE-FORMATTED after copying the data for which they charged me QAR 300/- though in Guaranteee period.

After completion I, cross checked with other Technician

outside they told me there was no need to RE-FORMAT & Re-installation of Programmes.

So I found myself fooled by Buying from well reputed store

yes Nic, that's why no use blaming that guy. And I don’t see the organisation also at fault to be honest.. What if I go after an year and say I never opened this laptop till date and now it’s not working, should they replace that? No, sometimes the good customers suffer because of that but companies have to safeguard themselves too

sandeepkadian,

Its not up to the individual staff who decides the type of service, it’s the organization who should work on their policies aiming good customer service!

Company Policy is there for a reason. Employees HAVE to follow it. I am sure he didn't want to lose his job over your satisfaction.

They have a huge sign hanging up behind the checkouts with their return policy clearly written.

atif42,

You missed the point. The post is not about the fact that they sell defective laptops. It’s about the lack of customer service in Jarir Bookstore and as mmyke pointed, a generalized problem in Qatar!

from someone buying a computer from Jarir, and I am sure it won't be the last.

Customer service is a big deal, and companies here need to start taking it more seriously.

In your situation, Jarir has probably lost you (and several of your close friends who have heard of your story) as a customer. How much money would you (and they) have spent at their shop as loyal customers over the coming years had they handled this situation better?

A great article excerpt on what good customer service looks like:

"Here is a page from my training manual about how to S.A.V.E. an angry customer:

Sympathize. “I can understand why you are upset,” or, “yes, I can see the problem,” or, “I am so sorry that we have put you through this” will go a long way to calming most people.

Act. “I am going to talk to the person who does our scheduling,” or, “I am going to go back to production to take care of this myself,” or 100 other things you can say that will solve the problem.

Vindicate. It’s important to let the customer know that this isn’t business as usual. In my custom-framing business, if we frame something improperly we say, “We have a quality control inspector in addition to your sales consultant who checked over your order. They usually catch things like this. Obviously they dropped the ball. I’m really embarrassed. This kind of performance did not get us where we are. Again, I’m really sorry.”

Eat something. Customers did not give you money to get bad service. Many times it is appropriate to give them something. A restaurant might offer a free dessert, another company could offer free delivery or a discount. It costs a lot to find a new customer; it is certainly worth something to keep an existing one.

There is one more part to training. You’ve calmed down the customer, but you may also have to calm down your staff. It can be very frustrating and even humiliating to get yelled at by customers (as more than one commenter pointed out on my previous post). I always remind people that they don’t have to take things personally. Customers have bad days, are sometimes in bad moods, are sometimes unfair, and in many cases have a right to be mad. Let it go. They are not your parents, spouses, friends or professors. They will be gone in a few minutes. Our job is to get them to go away happy."

http://boss.blogs.nytimes.com/2009/08/11/how-to-save-customer-service/

"If you're looking for sympathy, you'll find it between sh*t and syphilis in the dictionary."

- David Sedaris

You're wasting your time, not only is the customer service bad but their repair people are worse. Every time I've sent a computer to them to be fixed it comes back worse then went I sent it. They replace things wrong, crack the motherboards, etc. I'd ask for a complete refund and go to Carrefour to buy your lap top.

here, you cannot test if the thing runs ok/working or what. Of course, you are willing to pay as long as it works fine. Well, maybe just to have it checked before buying? Not a good store policy I guess.

Its really silly...these big shops selling such tech stuff cant replace a hard drive?

Its like buying a TV and the shop will have to ship it out to fix an antenna!

problem.. informed them that the re-seller is not doing anything... it maybe a factory defect...

You won't fully enjoy a swing unless you raise your feet from the ground......

I hoped you checked the validity of the goods you purchased in case yo have complaints.

I bought Dell mini laptop from Jarir too, as my daughter's gift. We found out there was something wrong with one of the keys so we returned it on the next day (w/in 24 hrs.). After confirming the defect, they changed it, no question asked.

I had the same problem 4 years ago with jarir but this one I bought from them iMate jam they told me they cannot repair it here I have to send it to Dubai..I just kept it in my locker.

MY RULES:

1.I AM ALWAYS RIGHT.

2.JUST IN CASE I’M WRONG SEE RULE NUMBER 1.

All the electronics I purchased come with 3-7 days replacement warranty and 1-2 years service warranty.

the computer was open recently but purchased 3 weeks early and that matters as per the ppolicy.

____________________________________________________

Have Courage To Live.

Anyone Can Die.

Funny story really.

I bought an expensive piece of hardware in Jarir. Then, out of curiosity, I drove over to PC ONE and, surprise! They had the same item for a lower price! I promptly returned the item to Jarir with a full refund and bought it again over at PC ONE for 50 riyals less haha!

---------------------------------------------

, _____

/l ,[___],

l--L --[]lllll[]-

()_) ()_)-o-)_)

Red '92 YJ Laredo

4.0 L AMC 242, no rear-trac bar

Future mods: Lift and wheels, paintjob, foglights

Always buy laptops from Family Computers...same day service...less than 12 hrs!!!

They even have their own service center unlike Jarir/Lulu/CityCentre...etc

Now beat that!

Yeah, ''customer service'' or lack of generally is rubbish here. They don't budge no matter what, and they bang on about ''company policy'' , but i don;t know why they don't include decent customer service in to these ''policies''

Of course when things are fine they have no issues. This however, it not down to the store, the credit should go to DELL or whoever the manufacturer is. In a case where the customer has paid his/her money to the store the store should be legally obliged to make amends. In the case of Jarir bookstore once you've parted with your money they want nothing more to do with you and the problem they have sold you. The store and it's policy is rubbish. I am in need of a second laptop, rest assured I will make no further purchase from Jarir.

Customer service is similar like this no matter where ever you go in Qatar for Electronic goods.

-----------------

"HE WHO DARES WINS"

Derek Edward Trotter

Well, sad to hear your story but i purchased LAPTOP from them 2 years ago and till now EXCELLENTLY working

"customer service" everywhere else in Qatar.

The trick is not to part with any money until you have the resolution in your hands,,,,,though I can see its difficult in your case.

It comes from the days of selling faulty camels and goats for a living.