Recently, the China Consumers Association released the "Analysis of Complaints Received by National Consumer Associations in 2024" report.

In 2024, the number of consumer complaints received by national consumer associations exceeded 1.76 million. Among them, complaints about after-sales service were the highest (as shown in the figure), accounting for as high as 29.67%, with a year-on-year growth of approximately 33.3%. The number of complaints related to household electronic appliances was 213,779. It accounted for 12.13%, increasing by approximately 35.2% year-on-year, ranking first in the number of complaints among commodity categories. Among them, the main complaints are concentrated on product quality, after-sales guarantee, non-standard maintenance charges and the technical level of on-site service personnel, etc. This data highlights the severity of the after-sales service problem.

Complaint Nature Proportion Chart (%)

The after-sales service issues in the current home appliance market are becoming increasingly prominent, undoubtedly becoming the biggest "hidden pain" for consumers when purchasing and upgrading.

However, at the beginning of the Spring Festival in 2025, Midea, the leading company in the small household appliances industry, comprehensively upgraded its "365-day replacement without repair" service. 60 categories of small household appliances, including rice cookers, blenders, electric steamers, and air purifiers, can now participate in this service. This not only brings consumers a worry-free replacement experience but also sets an example for the industry.

Midea's upgraded after-sales service has set a benchmark for the industry

This time, Midea's "365-day replacement without repair" service for household appliances has been comprehensively upgraded in terms of quality assurance, distribution channels, timeliness, and coverage areas. In terms of quality assurance, if the product malfunctions, a new one will be replaced within 365 days to ensure worry-free after-sales service. In terms of processing channels, users only need to operate online through the "Midea Official" public account. On average, the online appraisal can be completed quickly within 2 hours, solving the appraisal problems without leaving home. In terms of processing efficiency, we offer an express exchange service. New devices will be dispatched within one working day and received within three days, significantly saving users' time. In terms of coverage area, starting from January 2025, this service will be expanded from pilot cities such as Guangzhou and Foshan to the entire country, benefiting more consumers.

It is worth mentioning that there are two ways to participate in Midea's "365-day replacement, no repair" service for small household appliances. Besides the online verification through the official Midea public account mentioned above, users can also consult the store's customer service online. The customer service will handle the replacement for users online, providing more convenient services for consumers.

The person in charge of Midea's 365-day replacement without repair special project for small household appliances stated, "All along, Midea has always adhered to starting from user needs, conducting research and development and innovation based on 'user thinking', and constantly improving the service experience." We have identified the pain points of users, such as the cumbersome, time-consuming and labor-intensive back-and-forth maintenance process, as well as the relatively long maintenance cycle. Through the 365-day "only replace, no repair" upgrade, we will significantly enhance the overall service efficiency, aiming to address users' pain points, safeguard their rights and interests, make a sincere commitment to them, and provide them with a worry-free quality service experience.

Reshape the new experience of quality service with digital technology

For consumers, both a high-quality product experience and quality service are indispensable. When talking about the service advantages of Midea, the person in charge of the 365-day replacement but no repair special project for small household appliances said that Midea has been deeply engaged in the home appliance field for decades. It not only has strong product research and development and manufacturing capabilities, but also has established a complete after-sales service network. In terms of product innovation, Midea adheres to "technology leadership" as its core strategic axis. Relying on its advanced manufacturing capabilities in digitalization and intelligence, it continuously innovates and upgrades its products to enhance users' product experience. In terms of after-sales service, Midea has built a complete service network through digitalization. Combined with its over 6,000 service outlets across the country, it has created an integrated service covering the entire product life cycle from pre-sale, in-sale to after-sale. It provides consumers with reliable service guarantees from dimensions such as operation processes and response speeds.

Facing the new wave of the AI era, the person in charge of Midea's 365-day no-repair project for small household appliances, when talking about the application of AI technology and future plans, said that in terms of the application of AI technology, Midea has already achieved multiple service changes, such as our AI intelligent customer service and the intelligent prediction system for accessories. In the future, we will accelerate the deep integration of AI with the "only replace, no repair" scenario, and achieve second-level fault determination through capabilities such as image recognition, making service decisions more accurate and rights realization more efficient, and continuously improving the quality of after-sales service for users.

After-sales service, as an important part of consumers' purchasing decisions, is closely related to the most practical rights and interests of consumers. Leading companies in the small household appliances industry, represented by Midea, have always adhered to the concept of "putting user needs at the core". Based on their acute understanding of the home appliance service market and user demands, they continuously improve the quality and service standards. In 2025, they launched a new measure of "365-day replacement without repair", which not only demonstrates Midea's high regard for consumers' rights and interests in household appliances, Set a brand-new benchmark for after-sales service for the entire home appliance industry. Looking to the future, Midea will continuously improve its after-sales service system and, with the power of digital technology, keep promoting the high-quality development of the industry.

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