Available within the Darty network from May 12, the enhanced Darty Max service, a subscription to maintain and repair appliances with no limits, will also be offered in Fnac stores from June 16.
Launched in October 2019, the Darty Max subscription (repair subscription for appliances in the large and small household appliances, TV home cinema, Sound, Photo and Multimedia categories) is enriched with a preventive maintenance service "at no extra cost compared to the initial subscription", featuring a visio service. This service identifies at-risk products and improves their maintenance, in order to extend their lifespan by preventing breakdowns. "While 47% to 70% of breakdowns and requests for assistance under warranty are caused by a lack of maintenance or improper use, the maintenance of equipment is strategic in order to extend their life span," points out the distributor.
To further support more sustainable consumption in the home, the new version of Darty Max now takes care of appliances of all ages, with no limitation on the availability of spare parts, whether from the Group's own brands or elsewhere.
« This new evolution of our Darty Max service means that we can no longer simply focus on repairing breakdowns, but rather on preventing and avoiding them, explains Vincent Gufflet, Director of Services and Operations at Fnac Darty. We have used the technological innovation of the video salesperson, dedicated to supporting customers in their online purchasing process, to extend it to the maintenance and repair of products. In line with the Everyday plan, we are strengthening our commitment to extending the life of products and continuing to meet the expectations of our customers, whom we support on a daily basis in terms of sustainable consumption.»
An annual check
With this preventive maintenance service, each customer will be contacted once a year by Fnac Darty's expert after-sales service technicians, in order to check the condition of the products listed in their subscription on an individual basis, to take stock of the maintenance carried out or to be carried out, and to initiate an intervention if necessary. Thanks to the expertise of Darty's after-sales service technicians, they can easily identify the product(s) that require more regular maintenance. The customer will benefit from a personalized interface, with tips and practical information on how to maintain their products. From this interface, they can also contact technicians to arrange a video and access their maintenance and repair history.
This preventive maintenance service will be integrated into the three Darty Max packages from May 12. Initially available in the Darty network, it will also be offered in Fnac stores from June 16. Its deployment within the Fnac local network will enable the Group to reach its target of 2 million Darty Max subscribers (currently 500,000 subscribers) by 2025 and to raise awareness among new customers of the need to extend the life of products.
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