Developing repairs

Darty MAX

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 service includes remote support, diagnostics, labor and the replacement of faulty parts for any appliances purchased from Darty or elsewhere.

Darty Max also includes maintenance advice, assistance for device usage and priority access to home call-out services and phone support.

Initially dedicated to large domestic appliances, in 2021 it was extended to small domestic appliances and multimedia.

WeFix

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.

Aware of this fact, Fnac Darty acquired the company WeFix in 2018, which specializes in rapid repair services for the main smartphone models and the sale of refurbished phones.

WeFix now has over 120 sales/repair outlets in France and Belgium.

WeFix technicians repaired more than 250,000 smartphones in 2020, which represents approximately 30 metric tons of electronic waste avoided.

The after-sales community + spare parts sales

With over 1.5 million products repaired each year, our 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.

Akin to a true “repair Wikipedia,” the After-Sales Service community is a collaborative site that counted nearly 7.4 million Internet users in 2020.

The site offers:

— 750 maintenance and repair tutorials, drawn from the technical knowledge base built up over 20 years by the Group;
— product instructions;
— feedback from customers who use the same product;
— 44,700 questions and 206,000 answers related to a product or family of products, which can be consulted freely and without any time limits;
— the assistance of 8 Darty experts, for the technical validation of the answers provided by the community.

Going further in self-repairs!

At the beginning of 2021, Fnac Darty launched a site dedicated to the sale of spare parts as well as a site providing technical documents to help with repairs.