How Extend’s Furniture Service Network Improves the Customer Relationship

Customers who purchase Extend Product Protection from merchants don’t have to pay for a new sofa or mattress if it suffers common qualifying accidental damage like certain stains, rips, or seam separation.

Upon claim approval, Extend generally does one of three things: ships a cleaning kit to take care of spots and stains, dispatches a technician from our furniture service network to repair the damage, or initiates a product replacement.

Our furniture service network does as much to improve merchants’ customer relationships as fulfilling a product replacement. The improvement stems from the speed and quality of service as well as timely communication throughout the claims and repair process.

Keep reading to learn how our furniture service network works and how it helps merchants like you boost customer retention.

Nationwide network of qualified technicians

The Extend furniture service network combines our own vetted technicians with top-rated, furniture-only service partners. This combination gives us a nationwide reach, which means we can assist shoppers in 98% of customer geographies. To our knowledge, no other single furniture service provider has that reach.

Our furniture service network is far-reaching with a deep roster of qualified technicians. And they’re happy, too. We pre-approve every job, saving technicians time and effort, in addition to offering premium pay. They have every incentive to complete jobs in a timely and efficient manner.

We also closely monitor customer feedback once a technician completes a repair. We won’t hesitate to align with new service partners if existing ones fall short of customer expectations.

Rapid repair scheduling and completion

When a favorite sofa suffers accidental damage, the owner doesn’t want to wait weeks for a fix. Our speedy resolution starts when owners who’ve purchased Extend Product Protection file a claim via our self-service portal. After asking a few quick questions, we process most claims in seconds.

If we approve a repair, 99% of work orders go out within 24 hours. Most fixes are completed in a single service visit, thanks to the amount of pre-work we do for efficiency’s sake. In some instances, the technician may need to order replacement parts to resolve an issue.

Most in-home fixes finish within seven days. But if the customer is away for an extended period or parts take longer to source, fixes might take more time. Other protection providers are known to take three weeks or more to resolve a claim.

Clear, real-time communication with customers

Extend clearly communicates the specifics of each repair job with all technicians. But we also make sure the customer has a clear understanding of and control over the process.

Before the tech arrives, the customer gets the technician’s name, photo, and updates of the tech’s ETA. They can easily reschedule or cancel the tech’s visit, if needed. All updates between the customer and tech flow in real time, so nobody is left with misinformation or unmet expectations.

Brand-building for the merchant

The furniture service network does much more than take mountains of work off merchants’ plates. It also enhances the merchant’s brand in consumers’ eyes.  

Shoppers usually contact merchants first when something breaks. Once handed off to Extend, the customer enjoys a fast, painless solution and credits the merchant for it. Their loyalty to the brand increases.

According to a 2024 Marigold study, 74% of survey respondents called “customer service / support” “important” or “critically important” in their decision to be loyal to a brand. Only data privacy policies, product availability, and product selection won higher percentages.

Given the fragility of customer loyalty in today’s market, merchants need every advantage to keep their buyers coming back. The clear communication, seamless experience, and service expertise offered by Extend and our broad servicing network is an advantage merchants can’t ignore.

Boost brand loyalty with Extend’s Furniture Service Network

Merchants like you know every post-purchase interaction shapes a shopper’s perception of your brand. Extend’s furniture service network touches many of those interactions. It turns a disappointing moment — accidental damage to a cherished piece of furniture — into a loyalty-building experience. And if a replacement makes more sense than a repair, Extend still nurtures the customer every step of the way while protecting your bottom line.

Interested in learning more about Extend Product Protection for the furniture industry? Click here to learn more.