Summary:
- Xiaomi has launched a “10-year free repair” service for Mijia air conditioners, effective from January 1, 2025.
- The service includes comprehensive repairs, free door-to-door service, inspections, and replacement of parts.
- This initiative sets Xiaomi apart in the air conditioning market, covering all product categories, including central air conditioners.
Xiaomi Group President Lu Weibing announced a groundbreaking “10-year free repair” service for the Mijia air conditioner during a live broadcast on September 20. This service is available for Mijia air conditioners installed from January 1, 2025, onward.
Under this initiative, Xiaomi promises to address quality issues with its air conditioners thoroughly. The company will offer complete machine repair, door-to-door service, and several additional complimentary services, including inspections, accessory replacements, and even fluoride additions. This comprehensive package aims to deliver a truly hassle-free repair experience for consumers.
According to Lu Weibing, the “10-year free repair” promise is revolutionary in the air conditioning industry, where such long-term service has typically been limited to hanging air conditioners. Unlike many competitors, Xiaomi’s offering encompasses hanging units, cabinet units, and even central air conditioners. This comprehensive approach sets a new industry standard.
The idea has sparked a notable response from competitors. Zhu Lei, Gree’s marketing director, previously engaged in a social media debate with Xiaomi, commented that while a ten-year free repair service is commendable, consistent product reliability is even more critical. He suggested that true strength lies in not needing repairs in the first place.
Zhu emphasized that Gree first introduced the concept of “ten-year free repair” in 2021, having rigorously tested its products for over 30 years to ensure reliability. This service stems from continuous improvement in product quality, resulting in a declining after-sales failure rate.
“As Confucius advised, one should fulfill their promises before making new ones,” Zhu stated, highlighting Gree’s focus on current customer service issues rather than future assurances. His remarks suggest a preference for proven quality over mere promises of support.
Moreover, discussions within online communities suggest that Xiaomi now stands as the manufacturer with the strongest after-sales service among leading domestic brands. Comparisons indicate that Xiaomi has surpassed Casarti, with Gree ranked third. This positions Xiaomi advantageously in a competitive landscape, emphasizing the importance of customer satisfaction and trust.
Inquiries regarding customer service and technical support indicate a trend toward improving after-sales service within the industry. Xiaomi’s proactive service model is likely to resonate positively with consumers, appealing to those prioritizing reliability and comprehensive support. This approach not only reinforces customer loyalty but also cultivates a favorable brand reputation in a highly competitive marketplace.
As the air conditioning market continues to evolve, Xiaomi’s commitment to long-term repair services may prompt other manufacturers to reassess their policies, potentially reshaping industry standards for the future. This development underscores the increasing consumer expectation for quality and accountability in product support, a trend that will likely influence market dynamics moving forward.
