After wearing clothes for many years, they were burned and fully compensated 9,700 yuan for the "horse bones of Qianjin City" effect of Jingdong Laundry's high-standard compensation

Last week, a factory cooperated with JD Laundry, a subsidiary of JD Logistics, accidentally caught fire, although there were no casualties, but many consumers' clothes were damaged, especially coats, down jackets and other valuable clothes in winter. In the face of customer losses, JD Logistics put customers first, quickly and proactively made excess compensation, and unexpectedly gained the effect of "horse bones in the golden market".

Ms. Chen, a consumer in Beijing, said, "I received a claim call from JD.com's customer service last Friday, and the payment was received on Sunday. I washed a woolen coat and a down jacket, of which the woolen coat was more than 6,000 yuan, and the down jacket was more than 3,600 yuan, and I was refunded the cleaning fee, totaling about 9,700 yuan. ”

On March 27, the reporter learned from Jingdong Logistics insiders that the affected customer compensation work has been basically completed, Jingdong Logistics compensated users for the fire up to tens of millions of yuan, and the amount of compensation for a single piece ranged from hundreds of yuan to tens of thousands of yuan, and the users involved were mainly concentrated in Beijing and its surrounding areas.

Significance: The "Thousand Gold City Horse Bone" effect

JD Laundry is one of the core businesses of JD Logistics' "JD Service+". It is understood that the compensation plan of Jingdong Logistics mainly includes two forms: for items that can provide proof of value, full compensation will be implemented, and for items that cannot provide proof of value, compensation will be made according to 40 times the washing fee.

According to the "National Laundry and Dyeing Service Dispute Resolution" (trial) and other laundry industry compensation standards, no shopping voucher will pay up to 10-20 times the washing fee, and the maximum compensation with vouchers is 2000 yuan, and Jingdong Laundry has broken through the ceiling of 2000 yuan for compensation by virtue of the full compensation plan of the value certificate. In particular, for clothes without any value certificate, it also provides compensation of up to 40 times the washing fee, which is twice the maximum compensation standard of the "Measures".

Jingdong Logistics' compensation plan, which is known as the "highest standard in history", has played a "thousand gold market horse bones" effect in the entire Internet laundry industry.

Mr. Li, a consumer, said, "I lost two hooded down jackets, but the compensation from JD Logistics is enough for me to buy two new ones of the same down jacket." In the future, if I will still find JD Laundry, this incident made me realize the role of big brands in guaranteeing. ”

Ms. Chen, the above-mentioned consumer, also said, "Factory fires do not happen very often, Jingdong laundry is not only cheap but also worry-free, I will continue to use his services in the future." ”

Comparison: Others are still defending their rights, and JD customers have paid compensation

According to media reports, the factory involved in the fire is not only JD Logistics, but also a number of Internet laundry companies, which are basically paid in accordance with industry standards.

For example, on a complaint platform, a consumer with a lawsuit amount of up to 48,000 yuan complained that "so-and-so's laundry burned all my clothes and would not be compensated". It reads: "The laundry factory caught fire, and tens of thousands of my clothes were burned. At present, the merchant only compensates 20 times the amount of dry cleaning, and we require full compensation. Since the compensation plan could not be negotiated with the merchant, we filed a complaint. ”

On social platforms such as Weibo and Xiaohongshu, real-time feedback from many consumers can still be searched. A number of Internet laundry companies involved have also released relevant information, but some users have reported that the compensation issue is still in the communication stage. In this regard, some consumers posted dissatisfaction: "Why do some of them have already paid compensation, and some still need to communicate and defend their rights!"

In contrast, JD Logistics' handling method does show great responsibility. After the factory fire, JD Logistics quickly launched the emergency plan, actively communicated with users, and took the initiative to put forward the above-mentioned high compensation plan, and paid in place as soon as possible.

Compared with the two, it is no wonder that consumers praise JD Logistics' fast and timely excess compensation.

Roots: The ongoing pursuit of customer experience

In all fairness, if something unexpected happens in a commercial service, compensation is sufficient in accordance with industry standards and prior agreement. Why does JD Logistics have to overpay?

First of all, the Internet laundry industry is competing with each other, as a new entrant, how to establish their own brand, quality image?

Customer first is one of JD.com's core values. Among the three secrets of JD's success, user experience, cost and efficiency, user experience is always put first. Although it was caused by force majeure factors such as fire, JD Logistics took the initiative to make excess compensation, so that customers could feel the sincerity and responsible attitude of JD Logistics to customers.

Secondly, JD Logistics does not shirk and takes the initiative to stand up and take responsibility, which also provides partners with time and space to solve follow-up problems and continue to provide services, so it has also won the trust of laundry factories in the cooperation chain and even more cooperative manufacturers of "JD Service +".

In addition, we can also look at the positive significance of this excess payment from a larger perspective. In July last year, the National Development and Reform Commission issued the "Twenty Measures for the Recovery and Expansion of Consumption", which clearly stated that it is necessary to continue to improve the quality level of consumer services and create a safe consumption environment. In the current economic environment, JD.com's "horse bones" compensation behavior has also set a good example for boosting consumer confidence and promoting the development of the industry.

Vote for me with a peach, and repay it with Qiong Yao. An accident has achieved a two-way rush between JD Logistics and consumers!

Upstream News Chen Li