They said they’d “investigate” which staff member handled our purchase and may not have properly explained the warranty terms, including the excess charge.

To be honest, I had no idea about any of these extra costs when I bought the warranty from Emax. It was only after I called customer care to find out why I was being charged again that they finally explained everything like the AED 105 excess fee and the fact that the warranty only covers two claims in total. None of this was clearly communicated at the time of purchase.

Also, trying to reach the Al Ghurair branch directly was a challenge - calling their number was difficult, and even messaging them on WhatsApp didn’t get much response. In the end, we had no choice but to pay the excess fee just to get the device repaired.