According to representatives from various electronics stores, after-sales experience is becoming a key factor for consumers when choosing an air conditioner. During hot weather, many people face difficulties with warranty services such as overloaded call centers, delayed technician arrivals, or a lack of transparency in the repair process. These factors can easily lead customers to switch brands.

Many dealers have also noted that customers now inquire about troubleshooting time and service coverage even before making a purchase. Huy Hoang, owner of a home appliance store in District 7, said customers are often concerned about how issues will be handled, how long repairs will take, and how to track their progress. This concern has prompted manufacturers to invest more in their service networks, spare parts inventory, and staff training.

Air conditioner maintenance staff. Photo: Panasonic

Air conditioner maintenance staff. Photo: Panasonic

For users, reliable after-sales service provides peace of mind should their equipment malfunction, directly enhancing the user experience. Hong Hoa, owner of a boarding house in the former Thu Duc City area, installed more than 10 air conditioners 4 months ago to upgrade the living spaces. She prioritizes quick repairs to minimize disruption for her tenants. Another important factor is using genuine parts for repairs to extend the lifespan of the units and avoid minor issues that could incur additional costs.

"Therefore, when planning to buy an air conditioner, I always prioritize brands with long and responsive warranties," Hoa said.

In response to this demand, many air conditioner manufacturers are innovating and upgrading their after-sales services. Panasonic, for example, launched its "Top-class Service - Lightning-fast Warranty" program in 4/2025. The company guarantees that all air conditioner products will be repaired within 72 hours nationwide. If the issue cannot be resolved within this timeframe, the company will offer a one-for-one exchange or replace the faulty component, including either the indoor or outdoor unit.

The program operates according to Japanese standards, focusing on three main aspects: receiving and processing requests, optimizing response time, and ensuring the expertise of authorized technicians. A Panasonic representative stated that their extensive warranty network and standardized procedures are the foundation of their "lightning-fast" commitment. "The willingness to replace units or components promptly demonstrates our dedication," the representative added.

Technicians inspect equipment during warranty repairs. Photo: Panasonic

Technicians inspect equipment during warranty repairs. Photo: Panasonic

While Panasonic isn't the only company aiming for a "comprehensive" customer experience, its 72-hour guarantee and one-for-one replacement policy have received positive feedback. The brand differentiates itself by combining a time commitment with a replacement guarantee if repairs cannot be completed within the specified period.

According to a company representative, good after-sales service not only offers convenience to families and individual users but also fosters loyalty. Consumers are willing to pay more for a product if they feel the after-sales service is worthwhile. From a business perspective, investing in after-sales service means higher initial costs for expanding service centers, stocking parts, and training personnel. "However, the return is a sustainable competitive advantage, including increased customer retention, reduced risk of negative feedback, and enhanced brand value," the representative explained.

Hoai Phuong

Learn more about the "Top-class Service - Lightning-fast Warranty" program here.