Core Viewpoint - The most expensive aspect for users is not the 25% service fee, but the time and anxiety experienced when issues arise [1][34]. Group 1: Market Trends and User Expectations - Whole-home smart systems are becoming a new standard in home renovations, with users willing to spend millions for a hassle-free experience [2]. - Users expect smart systems to intuitively manage lighting, temperature, and security, reducing the need for manual control [2]. Group 2: Industry Challenges and User Experiences - The promise of convenience often turns into frustration, with many users reporting issues such as malfunctioning systems and poor installation [3][7]. - The complexity of whole-home smart installations, often hidden behind walls, leads to significant problems if not executed properly [10]. Group 3: Service Fee Justification - Many leading smart home companies charge a service fee of 20% to 25% to ensure quality delivery, but competition has led some to waive or reduce these fees [8]. - Huawei's HarmonyOS Smart Home is one of the few that maintains the 25% service fee, which has drawn criticism from some users who perceive it as expensive [8]. Group 4: Quality Assurance and Service Standards - Huawei HarmonyOS Smart Home has developed a standardized service process called "Whole Home Enjoyment Service," which includes ten critical steps from communication to after-sales support [17]. - Each step in the process incurs unavoidable labor and time costs, which justify the 25% service fee [20]. Group 5: Training and Quality Control - Huawei has established a large service team with over 350 stores and 5,000 certified designers and engineers, ensuring high-quality service delivery [27]. - A rigorous training program requires engineers to pass practical assessments before they can work on installations, ensuring high standards [28]. Group 6: Long-term Service and User Engagement - Huawei's service does not end at installation; it includes ongoing support and system upgrades to ensure optimal performance [33]. - The company emphasizes a proactive approach to customer service, addressing issues quickly and tailoring solutions to individual user needs [39][40]. Group 7: Value Proposition of Service Fees - The 25% service fee is seen as a long-term investment in a service contract that ensures ongoing support and system reliability [45]. - Users who choose Huawei HarmonyOS Smart Home often possess a long-term value mindset, recognizing that quality service is more important than low prices [46]. Group 8: Industry Standards and Future Outlook - Huawei is setting a new standard in the industry by emphasizing that service is a key component of value, challenging the notion that free services are the best option [47].

Core Insights - The article highlights the growing trend of whole-home smart systems becoming a standard feature in home renovations in China, driven by homeowners' desire for convenience and automation [1][5] - However, the reality often leads to frustrations, with many users experiencing issues that undermine the promised ease of use, leading to a perception of smart systems as unreliable [2][5] - The article emphasizes the importance of a robust delivery and maintenance system for smart home installations, which many companies overlook in favor of cost-cutting measures [5][10] Industry Challenges - The complexity of whole-home smart installations is likened to a hidden engineering challenge, where improper installation can lead to significant issues, including safety hazards [6][8] - Many companies in the industry are engaged in price wars, reducing or eliminating service fees that are essential for maintaining quality, which can compromise the overall user experience [5][10] - The article cites a specific case where poor installation practices led to potential safety risks for homeowners, illustrating the consequences of inadequate oversight and quality control [9][10] Company Strategy - Huawei's HarmonyOS Smart Home adopts a rigorous standardization approach, breaking down the installation process into ten detailed steps to ensure quality and reliability [11][14] - The company maintains a 25% service fee to cover the costs associated with thorough site assessments, detailed design, and quality checks, which are often skipped by competitors [14][18] - Huawei has established a large service team and training facilities to ensure that its engineers are well-prepared and capable of delivering high-quality installations [21][22] Service Value Proposition - The article argues that the 25% service fee is not merely an installation cost but a long-term service contract that ensures ongoing support and system optimization for homeowners [32][33] - Huawei's approach includes proactive customer service, addressing issues promptly and customizing solutions to enhance user experience, which sets it apart from competitors [26][28] - The company positions itself as a provider of not just products but a comprehensive service that evolves with user needs, emphasizing the importance of service in the smart home market [30][33]