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Air-conditioning three-pack problem only one year does not repair Jingdong quality service and then upgrade
In the period before and after March 15th every year, consumers pay extra attention to the quality of service provided by manufacturers and sellers. This time is also when companies focus on identifying shortcomings and improving their after-sales support. As China's largest home appliance retailer, JD.com believes that customer service should go beyond just meeting basic needs and instead aim for higher-quality experiences. On March 6, 2018, JD Air Conditioning officially introduced its “One-Year Replacement Service,†setting a new standard in the industry and leading the way in home appliance after-sales services.
On March 6, JD Home Appliances launched the “Three Guarantees a Year – Only Replace†service, marking a significant step forward in consumer satisfaction. In recent years, JD has made several large-scale moves in the air conditioning category, including the RMB 0 model and delivery services in major cities like Beijing, Shanghai, and Chengdu. The "Three Guarantees a Year – Only Repair" service covers most of JD’s self-operated air conditioning brands. Consumers who purchase products with the “Three Guarantees a Year – Only Replace†logo can enjoy services starting at 168 yuan (on-hook) or 269 yuan (guitar). Within one year from the order completion date, if there is a hardware failure that prevents normal use, customers can apply through JD’s app, website, or customer service hotline. After application, JD will provide on-site inspection and confirmation, prioritizing its financial partners for service. If no partner is available, a third-party service provider will be sent. In areas without service providers, remote video inspections will be conducted. JD ensures 100% feedback on all service requests. If the issue is confirmed, a new machine will be provided, sourced directly from JD Mall. Customers who ordered new machines can contact JD Customer Service for more details. The old machine will be dismantled free of charge, and the new unit will be delivered and installed at home. This streamlined process completely eliminates consumer concerns when purchasing air conditioners on JD.
As price competition in the home appliance market slows down, service has become a key tool for suppliers to win customer trust. Over the years, JD has developed a comprehensive service system and continuously raised its standards. From “30-day price protection†and “180-day replacement†to 36 service commitments launched during the 2018 AWE, JD has maintained a market share of over 60%, as reported by the Ministry of Industry and Information Technology’s research institute. According to a survey by Meilan De, more than half of consumers in major cities prefer JD for home appliance purchases, and nearly 70% are highly satisfied with JD’s after-sales service.
In addition, JD continues to enhance the shopping experience and improve the after-sales service industry. The JD Home Appliances Assistant, launched in 2017, offers a one-stop platform for product info, logistics, orders, and price guarantees. JD also introduced the “Home Appliance Purchase Index†to help consumers make informed choices and implemented high-standard measures such as improved access to small appliances, capped installation fees for water heaters, and joint initiatives like the “Air Purifier Integration Alliance.†Services like old appliance recycling, home cleaning, and deep maintenance have been introduced to address user pain points.
From unpacking checks to manufacturer endorsements, from WeChat customer service to on-site promises, from free recycling to lightning refunds, and from zero-installation costs to full-year repair guarantees, JD has elevated service to a new level. It has made continuous efforts to meet the expectations of millions of home appliance buyers. In 2017, JD surpassed itself to become China’s largest air conditioner retailer. Looking ahead, JD will keep innovating and improving the shopping experience so that every home appliance purchase becomes an ideal 315 experience!