In 2013, the home actually launched the three-year "three guarantees" service

In a significant move that has caught the attention of both consumers and industry experts, it was announced on February 26, 2013, that the national stores of Home (a leading home furnishing company) would extend their "three guarantees" service starting from March 2nd. This initiative marks a major shift in customer service standards, particularly for home building materials products, which will now enjoy a three-year warranty instead of the previous one-year period. Similarly, the warranty for home improvement services will also be extended from two to three years. This decision not only exceeds the country’s mandatory three-guarantee regulations but also sets a new benchmark in the home furnishings industry. With the upcoming "3.15" consumer rights day, this move signals the beginning of an intense service competition among industry players. The new three-year "three guarantees" policy covers return, replacement, and repair services, offering greater peace of mind to customers. Ren Cheng, Vice President of Home, emphasized that this initiative will be rolled out simultaneously across all national stores. He explained that the extension is aimed at addressing common customer concerns and improving overall satisfaction. Notably, due to the complexity and long-term nature of home improvement projects, quality issues are more likely to arise over time. To address this, the new service guidelines specifically extend the warranty for waterproofing-related work to five years. Mei Xuhang, Operation Director at Juran Home, highlighted that some construction and waterproofing warranties have even been extended to six years under the company's new policy. This three-year warranty is a first in the home furnishing industry. While the state-mandated standard for furniture is just one year, Home's new policy significantly surpasses existing industry norms. According to Ren Cheng, the decision wasn’t made lightly. He pointed out that approximately 20% of customer complaints were related to the previous three-guarantee period. Given that home building materials are typically high-cost, long-lasting products, many issues tend to surface after the initial one-year warranty period, causing frustration for users. By extending the three-guarantee period to three years, Home aims to better protect consumer rights and enhance its service reputation. This move reflects a growing trend in the industry toward higher customer service standards and increased transparency. As more companies follow suit, consumers can expect even more competitive and customer-friendly policies in the future.

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