With 3,000 experts mobilized under its after-sales service and 2.3 million service calls carried out in 2022, Fnac Darty is the French leader in repairs.
Repairing a product means delaying its end of life and therefore reducing the amount of waste, but also reducing the ecological impact of manufacturing its replacement. Repairs also represent jobs that cannot be relocated and an economic equation that is increasingly favorable to the customer.
Based on this observation and in order to remove the obstacles to repairs, particularly the cost, Fnac Darty launched “Darty MAX” in 2019, the first repair subscription service, which makes it easy to repair rather than replace, with no limit on the number of appliances, breakdowns or age, as long as spare parts are available.
This innovative service includes remote support, diagnostic, labor and the replacement of faulty parts for any appliances purchased from Darty or elsewhere.
Since 40% to 70% of breakdowns are linked to a maintenance or usage problem, all Darty Max subscriptions now include an annual maintenance service for subscribers’ devices in the form of a video call with an expert.
While around three quarters of the environmental impact of a smartphone is linked to its manufacture (source: Ademe), extending the life span of these electronic products is a major lever for reducing this impact.
Since 2018 and the acquisition of WeFix, a smartphone fast repair specialist, Fnac Darty has been offering smartphone repair and protection services, and has been involved in the sale of refurbished phones.
At the end of 2022, WeFix had 143 points of sale/repair in France and Belgium.
WeFix technicians repaired around 230,000 smartphones in 2021.
The After-Sales Service Community
With over 2 million products repaired each year, the After-Sales Service teams have built up a formidable knowledge base over time. Since 2018, some of this information has gradually been shared publicly on sav.darty.com.
An everyday tool designed to extend the life span of products, the After-Sales Service Community is a collaborative site that allows Internet users and Fnac Darty technicians to share tips on how best to use, maintain and repair different products. In 2022, site traffic exceeded 10 million hits!
The site provides 900 maintenance and repair tutorials, manuals, customer feedback, more than 620,000 answers to 115,000 questions that can be consulted without any time restrictions and the assistance of 8 Darty experts to confirm the technical accuracy of the answers provided by the community.