Jumbo Electronics service centre celebrates its first birthday

Jumbo Electronics, the UAE-based consumer electronics giant, today reinforced its commitment to customer service on the first anniversary of the opening of its 70,000sq ft customer service centre in Jebel Ali Industrial, Dubai. The Jumbo service centre, the largest of its type in the region, services 19 global brands and has more than doubled the volume of services and repairs to consumer and professional electronics products since opening in April 2010. 

Since its inception in 1974, Jumbo has been synonymous with industry leading customer service and after sales support. To enhance its customer support, Jumbo built service centres across the UAE, with the Jebel Ali service centre being the largest.

“For over 30 years now, the most important goal for us has been to build a relationship with our customers both before and after a sale,” says Deepak Khetrapal, CEO, Jumbo Electronics. “We offer our customers the best-in-class value proposition across our product range and also provide them with market-leading customer service, which includes repairs, in-depth product information and other services.

“To provide convenience for our customers, we have dedicated delivery, installation and service vehicles and pick up and drop off locations for our customers right across the Emirates – including six in Dubai. Our hotline, 800 JUMBO, has also received great feedback and we know its something that is greatly valued by our customers.”

Launched in 2009, Jumbo’s dedicated customer hotline, 800 JUMBO, now receives over 10,000 phone calls a month from customers asking about everything from product information to installation, to store locations and opening hours, and service enquiries. The 800 JUMBO call centre is located in Jebel Ali service centre and all calls from the hotline are handled by trained service experts with Arabic and English language options.

“Our team at the service centre consistently delivers outstanding levels of customer care, with quick, high quality repairs. To provide that level of service, the centre houses a training centre that runs programmes for all our staff. We currently employ over 100 people in our service centre and have plans to increase that number by 20 per cent by the end of this year,” adds Khetrapal.

Of the 19 brands serviced at the centre, Jumbo is the exclusive service provider for Sony consumer electronics in the UAE. Other features of the centre include a dedicated service section for Sony broadcast equipment and a Sony Dark Room for DSL camera repairs - the only one of its kind in the Middle East region.

“Customers are encouraged to walk in any time with products that are in need of some TLC– including household appliances like fridges, washing machines and vacuum cleaners; lap tops and desk top computers; printers, copiers and fax machines; televisions, dvd players, gaming consoles, video cameras, and more,” says Naraish Razdan, Head of Central Service at Jumbo Electronics. “The customer waiting area features Sony Playstations, TV screens and vending machines so it’s a very welcoming environment for those who want to stay at the centre and wait for their items to be repaired.”

The service centre is located in the Jebel Ali Industrial and is open from Saturday through Thursday, from 9am to 5:30pm. The service centre does not accept mobile phones.

Jumbo currently has over 35 stores across UAE and Oman and is now focused on expanding its retail presence in Qatar, Bahrain & Kuwait. Along with its regional expansion plans, Jumbo also plans to grow the brand beyond retail in areas such as IT solutions, expanding on consumer appliances side through its Supra brand, and leveraging its strong distribution capabilities. Non-retail segments currently account for three quarters of Jumbo’s overall business. Jumbo recorded sales increase of 20 per cent for the second half of 2010, as against the same period in the previous year and also began the year on a bullish note with a 25 per cent growth in sales during the recent Dubai Shopping Festival.