Sharaf DG Qatar-Bad Experience

I have very bad aftersale service experience with Sharaf DG Qatar. I had purchased a Hitachi Air Purifier white in color last May 2015 which I was offered and purchased extended 1 year warranty since seller specified it "warrants replacement to 6 months and repair to 2 years". Unfortunately, after cleaning the humidifier filter according to the instruction manual the indicator light displayed as it is (needs cleaning). We switched Off the unit again and did the cleaning one more time thinking its just normal, the indicator light displayed the same light. I called Sharaf DG customer service to inquire where I can take the unit for repair. I was told to bring the same to their customer service center in Ezdan showroom. As a helpless owner I took the unit with me to the mentioned service center, It was in a very good condition, clean, spotless and almost new, nicely wraped in plastic with the remote control. (I dont have kids nor pets and I have a helper whose very careful of maintaining things we have at home). I left the unit for servicing and I was out of Qatar for 3 weeks.

The day before yesterday I went to Sharaf DG to collect the repaired unit, to my surprised I was handed a torn plastic bag, inside it an air purifier that looks rugged with huge and long scratches on the labels near the indicator lamp. Looking from the outside of the bag the unit seemed to have been used and abused for good years in an industrial invironment not something that was bought few months ago and barely used inside a home. I was in shock and didnt took back the unit. It is very unfair for me or any other costumer who takes good care of things to be given a mishandled item which I paid for a price. Anyway, the attendant on duty was kind enough to apologize and promised to apply for insurance, replacement claim as he said it is under warranty which includes 3 months replacement, I told him I purchased extended warranty and told its 6 months replacement, he told me this is not the case. I left it as it is and knew I was blindsided into buying extra insurance. To my dismay past 3pm this afternoon I have received a call from Sharaf DG saying "they cannot do anything, in fact the technician report says they did not touch the unit, they only did reset of the remote control, the unit was received on the same condition". The guy on the other line raised his voice, kept and strongly insisted the scratches and whatever condition the air purifier was in -- is totally my fault. Fair or unfair?, I seriously believe this is not the way a customer should be treated. Is it because we have already spent our money, paid your offered insurance policy and you cant make more money out of us for this item? That's so wrong. I for one, have trusted this organization. I have trusted the person who I have handed my belonging that it will be handled with care and returned to me in its best condition. I thought I was respected as a customer, that trust is gone and cannot be repaid.

And whats the breaker?, a friend owns the same unit from the same store (bought few days older) we had the same issue about indicator light failure which we have discussed before I left mine for service in Sharaf DG center. They were in Doha the whole of Eid holidays, they have contacted Hitachi directly. Hitachi sent a representative to pick up the unit from their house and returned it functional, as my friend mentioned its "nicely wrapped on paper as if its new". That, I believe is proper customer service. Caring, understanding and respect. To add, the technical diagnosis result for my friends unit, having the same malfunction as my one says - there was a problem on the circuit board connections NOT just the remote control as I was told-off by Sharaf DG representative.

I have requested for replacement or refund of the full amount I paid for as I no longer trust Sharaf DG after this unpleasant experience, still waiting for response.

I am very very disappointed with Sharaf DG and I will advise everyone I know in Qatar of my experience. I hope this doest happen to anyone else.