Before and after 315 every year, consumers are particularly concerned about the time of the service. All manufacturers and sellers will also find out what is missing and improve their after-sales problems. As the largest home appliance retailer in China, Jingdong always believes that services should not only stay in the "enough to use" stage that can solve simple consumer demands, but should move toward higher-quality quality services. On March 6th, 2018, Jingdong Air Conditioning officially launched the “Three guarantees a year†service. Once again, it exceeded the industry-standard “Jingdong service standards†and led the home appliance aftermarket.
On March 6th, Jingdong Home Appliance Air-conditioner "Three Guarantees a Year Change Only" service was formally launched.
In recent years, JD.com has continuously released large-scale moves in the category of air-conditioning products. It is not only part of the model of RMB 0, but also supports the core cities of Beijing, Tianjin, Shanghai, Hangzhou, Nanjing, Guangzhou, Shenzhen, Chengdu, Wuhan and Xi’an. Delivery unit. The on-line air-conditioner "Three guarantees a year is only for repairs" service covers most of JD.com's self-operated air-conditioning brands and products. Consumers will only receive 168 yuan (on-hook) / 269 yuan (guitar) services if they purchase air-conditioning products with the logo "The three packs problem will only change for a year." Within one year from the completion of the order, if there is a hardware quality failure, resulting in the machine can not be used normally, consumers can apply for the service directly through various methods such as JD.com, APP, and customer service phone. After the service application is completed, JD.com will provide on-site inspection and confirmation service. On-site inspection is given priority by JD.com financial cooperation brand after-sales service provider. If the consumer does not have a cooperation with JD.com. Tripartite service provider home inspection. If there is no service provider in the area, the remote video detection process will be tested. In short, 100% assurance that the consumer service application can get perfect feedback. If detected. The failure is to provide new machine service. The new machines are all purchased from Jingdong Mall. The consumers of new machine orders can make inquiries through Jingdong Customer Service. Jingdong Financial Cooperation Service Association will first disassemble the old machine (this part does not charge dismantling fees), after which the new opportunities will be delivered to the home by Jingdong and installed. A set of complete and streamlined services will completely solve the worries of consumers in the purchase of air conditioning in Jingdong.
With the gradual subside of the price competition in the home appliance market, the service has become the key for the electricity supplier to win consumers' powerful “weapons†and mutual competition. After many years of hard work, JD.com’s service strategy has formed a system, and has continuously upgraded its own service standards, from the “30-day price protection, 30-day quality issue return, 180-day quality issue replacement†to the 2018 AWE period of 2013. Launched 36 service commitments covering platform services, pre-sales services, sales services, after-sales services, and value-added services, and occupying more than 60% of the market share of JD.com (Data Source: Ministry of Industry and Information Technology) Di Research Institute "2017 home network purchase analysis report"), has become a benchmark for the upgrading of the home appliance market services. According to the authoritative data investigation company Meilan De's survey of more than 3,000 consumers in Beijing, Shanghai, Guangzhou, Shenzhen, and Chengdu in the five major cities on the eve of November 11, 2017, more than half of the consumers chose JD.com as their preferred platform for purchasing home appliances. Nearly 70% of consumers are more satisfied with the after-sales service of Jingdong Home Appliances.
In addition, Jingdong is also committed to enhancing the consumer shopping experience and promoting the upgrade of the after-sales service industry. The Jingdong Household Appliances Small Secretary officially launched in 2017 can provide consumers with a one-stop specialized customer service platform including product information, logistics information, order sales, and price guarantee applications. Jingdong Home Appliances also launched the "Home Appliances Purchase Index" to help consumers easily buy home appliances, and launched a series of high standards of service measures to protect consumer rights, such as improving access to small appliances and regular sampling, water heater installation fee capping Solve the pain points of users, set up the "integration alliance of air purifiers" by joint manufacturers, and repair pain points for the later period of home appliances, introduce old appliances recycling, home cleaning, maintenance and repair depth services and so on.
From the unpacking inspection machine to the quality assurance manufacturer endorsement, from the WeChat exclusive customer service to the on-site service aging promises, from the free home recycling to the lightning refund, from 0 yuan installation, delivery equipment to the whole year three packs problem only for repair...... JD.com has taken the service to a brand-new level, and has made unremitting efforts to satisfy the vast number of home appliance consumers who want to purchase home appliances. It also allowed itself to surpass itself in 2017 and become China's largest air-conditioning retailer. In the future, JD.com will use this as an opportunity to continuously innovate service measures and enhance the shopping experience so that every consumer appliance purchase can become an ideal 315!
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