In 2013, the home actually launched the three-year "three guarantees" service
2025-09-22 02:12:43
In early 2013, on February 26th, a major announcement was made by the home furnishing industry that would change customer expectations. Starting from March 2nd, all national stores of the company "Home" extended their "three guarantees" service period, marking a significant shift in consumer protection and service standards.
The three-guarantee policy—covering return, replacement, and repair—was expanded for home building materials products from one year to three years. For home improvement services, the warranty was also increased from two to three years. This move went well beyond the standard industry practices and even exceeded the national mandatory requirements, which typically only set a one-year warranty for furniture and related items.
This initiative came just before the "3.15" Consumer Rights Day, sparking a new wave of competition among home furnishing companies. It demonstrated a strong commitment to customer satisfaction and long-term product reliability.
One of the key highlights of this new policy is the extension of the warranty for waterproofing-related services to five years. This is especially important given the nature of home improvement projects, where quality issues can arise over time. As Mei Xuhang, the Operations Director at Juran Home, explained, some of their construction and waterproofing warranties have been extended up to six years, reflecting a deep focus on long-term customer trust.
According to Ren Cheng, Vice President of Home, the decision to extend the three-guarantee period was not arbitrary. His team found that approximately 20% of customer complaints were linked to the previous warranty terms. Home building materials are high-cost, long-lasting products, and most issues tend to appear after the initial one-year period. Extending the warranty to three years helps ensure that customers are protected against unexpected problems and feel more confident in their purchases.
This new service model not only enhances consumer rights but also sets a new benchmark for the industry. By prioritizing customer experience and long-term satisfaction, Home has positioned itself as a leader in service innovation. The extended three-guarantee policy is a clear signal that the company values transparency, reliability, and trust in every transaction.
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