Today, we returned two baby walkers for repair. We offer excellent after-sales service.

The morning sunlight streamed through the curtains into the warehouse, where workers were busily sorting through newly arrived goods. Just then, two baby walkers were gently loaded onto the returning truck. These weren’t being returned—they were proactively recalled for professional repair due to minor issues flagged by customer feedback. This scene is a vivid illustration of our brand’s commitment to “after-sales service”—we don’t just sell products; we also safeguard every bit of trust we’ve earned.

Behind the Return: Responsibility and Warmth Coexist

The “return journey” of these two walkers stems from feedback provided by two attentive mothers. One noticed that the wheels occasionally felt slightly stuck when rolling on certain types of flooring, while the other observed that the screws at the armrest connections were slightly loose. Although these issues don’t affect the product’s core functionality and don’t even pose any significant inconvenience in most usage scenarios, we deeply understand that every single detail in baby products is critical to safety and peace of mind. Upon receiving this feedback, our customer service team immediately reached out to the customers, meticulously documented the issues, and promised to pick up the items free of charge from their homes, repair them thoroughly, disinfect and repackage them, and then deliver them back to the customers. The customers were amazed by our swift response—and even more touched by our unwavering commitment to excellence: “I never expected you’d take this so seriously! I’d originally thought I’d have to send it back myself, but you actually came right to my door to pick it up—it’s so thoughtful!”

Maintenance Process: A Dual Guarantee of Professionalism and Transparency

After the returned walker is sent to a specialized repair center, it enters a standardized “check-up + repair” process. First, a senior quality inspector conducts a comprehensive examination of the product, addressing not only the issues reported by customers but also identifying other potential hidden defects. For example, if the wheels are found to be stuck due to tiny impurities inside the bearings, they will be cleaned using professional equipment and then re-lubricated. If the handrail screws are loose—caused by vibrations during transportation—they will be replaced with higher-strength anti-loosening screws and securely tightened. Throughout the repair process, every step is meticulously documented, and photos or videos are taken and promptly shared with the customer to ensure transparency and traceability. Once the repair is complete, the product undergoes a second round of quality inspection, including rolling tests under simulated conditions on various types of surfaces and load-bearing tests, to confirm that it fully meets safety standards before moving on to the disinfection stage. In this stage, baby-grade, environmentally friendly disinfectants are used to thoroughly clean all contact areas—including the body, handrails, and wheels—followed by packaging in individual dustproof bags, ready to be delivered back to the customer.

The Deep-Rooted Logic of After-Sales Service: From “Solving Problems” to “Building Trust”

In the fiercely competitive mother-and-baby market, product homogenization is becoming increasingly severe, making after-sales service the key to brand differentiation. We’ve always believed that after-sales service isn’t merely a “remedy”—it’s a process of “adding value to trust.” Through proactive recalls, rapid responses, and transparent repairs, we convey to our customers not only that “we take your concerns seriously,” but also that “we truly value you.” For instance, in response to this repair, we specially gifted two customers with extra non-slip mats designed specifically for toddler walkers, accompanied by a handwritten card that read: “Thank you for choosing us—your feedback helps us continually improve.” These thoughtful little touches often exceed customers’ expectations, turning an ordinary repair service into the starting point for building brand loyalty.

The Long-Term Value of After-Sales Service: A Virtuous Cycle of Word-of-Mouth and Repeat Purchases

High-quality after-sales service ultimately transforms into a brand’s “invisible asset.” According to statistics, over the past year, as many as 65% of customers who were satisfied with our after-sales service proactively recommended our products to friends and family, and the repurchase rate has even risen to 42%. What’s especially gratifying is that many customers, when sharing their experiences on social media, specifically mention: “When problems arise, I’m not worried—because I know the brand will take responsibility.” This word-of-mouth recommendation carries far more persuasive power than any advertisement. We deeply understand that the unique nature of baby products means that customers’ trust in a brand requires long-term building—and after-sales service is precisely the “rest stop” in this marathon of trust-building. Every swift response and every expertly resolved issue serves to “recharge” the brand’s credibility.

The two walkers returned today will soon be back in the hands of our customers, looking “brand-new” once again. But for us, this is far from the end of our service journey. Moving forward, we’ll continue to optimize our after-sales processes—for instance, by launching an “online repair guidance” service, enabling customers to troubleshoot minor issues on their own; establishing “product lifecycle records” to proactively remind customers to regularly inspect critical components; and even offering “trade-in” incentives for our long-time customers, ensuring that safety can accompany them for even longer. After all, we believe that true brand value doesn’t lie in how many products we sell—but rather in how many families feel more at ease thanks to our presence.

Add: NO.4 Haiyu one road FuYu Industrial Zone Leliu Town Shunde District, Foshan City, Guangdong Province.
Tel: +86-0757-26368660 / +8613413291786
E-mail: sales.01@xiaorenlei.com