Final update on my complaint with @SharafDG Bahrain - Case resolved

Case resolved!

Finally, my complaint with @SharafDG has been resolved. My faulty iPhone/iPad docking station could not be repaired and as it was no longer in stock I was offered vouchers in the amount of my initial purchase price. A satisfactory outcome. 

In my post case analysis, I would like to note that the @SharafDG staff in Bahrain were courteous, polite and friendly throughout.  One employee, named Asim, stood out for being particularly helpful.

That said, I felt that the whole process took longer than it should have and I certainly would have felt a lot better if this resolution had occurred much quicker.  It seems that the delay was caused by @SharafDG liaising with the "supplier".  Indeed, when I looked at @SharafDG's terms of warranty (on the reverse of the receipt and on a notice board in small print at the customer service desk) it says:

"Primary responsibility for warranty service rest with the brand owner, principal supplier. Sharaf DG is a facilitator only"

I have some suggestions for @SharafDG in this regard:

I think @SharafDG should not be a "facilitator" when it comes to warranty claims. Whilst it is understood that @SharafDG is not a manufacturer it should have an arrangement with its suppliers that in the case of faulty/defective goods the customer should always have either a replacement, repair or full refund at the cost of the supplier. No quibble, no discussion.  Complaints about faulty/defective goods would then be resolved much more quickly and this in turn would probably encourage more purchases as customers would buy goods knowing that any problems would be resolved quickly.

If @SharafDG continue as a "facilitator" they should make this clearer to customers. You would only know this after you have bought something as this is printed on the back of your receipt. It is also found on a notice board in small print at the customer service desk. I am sure you would agree that you would be less confident buying something where your warranty claim will either be successful or unsuccessful depending on the supplier - whom you don't know and didn't think you were dealing with.

See @SharafDG's terms of warranty. Would you be able to read them?

When I presented my replacement item to the cashier I was informed about a warranty extension BUT there was no explanation about the warranty I would have without the extension. The cashier also did not mention @SharafDG's role as a "facilitator". I think some training is needed here.

In conclusion, I am grateful to the @SharafDG customer service team in Bahrain. I am pleased with the outcome although it would have been much better if the outcome had occurred sooner. I will continue to shop at @SharafDG although I will make sure that I keep my receipt in a safe place just in case....