Tineco Bets on TineCare Service Agent as Floor Washers Enter Stock Competition

[Ebrun Original] Tineco, the floor washer brand, has recently unveiled its TineCare service brand. TineCare is an after-sales Agent intelligent assistant for home appliances, delivered in the form of a mobile app. With the service proposition "You just use it, leave the rest to TineCare," it aims to shift from passive response to proactive care, achieving "invisible presence" in service.

TineCare is built on Tineco's proprietary "Coral AI Platform" and provides lifecycle-wide support throughout the user journey, covering unboxing, assembly, network setup, daily use, cleaning, storage and maintenance, consumables purchase, intelligent troubleshooting, and one-click repair requests.

Specifically, at the unboxing stage, the moment users plug in the power, the TineCare intelligent agent proactively intervenes. Through voice interaction, image and video push notifications, it provides step-by-step guidance on assembly, charging, adding clean water and disposing of wastewater, as well as daily maintenance tips.

If any anomaly occurs, users can initiate fault diagnosis with one click via the Tineco APP. TineCare's intelligent fault diagnosis system will output a diagnostic report within 30 seconds, covering fault phenomena, cause analysis, self-service solution suggestions, and a clear conclusion on whether after-sales intervention is needed. The intelligent diagnostic system currently covers six major categories of core fault scenarios, with a recognition accuracy rate of over 90%.

If users are unable to resolve the fault on their own, they can also submit a repair request through the APP. Once the request is made, the system immediately generates a work order and assigns a dedicated customer service representative. From the time the repair center receives the device, it completes inspection and repair within 24 hours, with full tracking available through the APP.

Tineco has established 39 service centers nationwide, employing 1,000 certified service engineers, covering all 31 provinces, autonomous regions, and municipalities directly under the central government. Each engineer must complete 80 hours of theoretical training and over 40 hours of hands-on practice, obtain certification after passing three assessments, and execute standardized on-site service procedures. Notably, TineCare was launched simultaneously for global users, allowing overseas users to also enjoy convenient intelligent after-sales services.

Looking back at Tineco's development history, since it launched its first floor washer that combines washing, mopping, and suction in 2020, it has undergone six generations of product iterations. The first-generation product introduced a live water cleaning system to address the issue of repeated contamination from traditional mopping wastewater; subsequent generations focused on breaking through the bottleneck of water and battery endurance, enabling long-duration cleaning without the need to refill water or recharge mid-task; later products further integrated AI smart assistance, flat-down without loss of suction, and high-temperature steam sterilization features.

In terms of product lines, Tineco has introduced the "Scientist Series" for tech enthusiasts and the "Artist Series" for those who prioritize aesthetics. The Scientist Series is fully loaded to meet the demands of users with high technical standards and sells well in Germany. The Artist Series integrates products into home aesthetics, even appearing at Milan Fashion Week, favored by Western celebrities, and selling better in countries like France and Italy where aesthetic preferences are strong. Additionally, for markets with limited space like Japan, Tineco has launched lightweight, low-noise, and foldable floor washers to meet the diverse needs of consumers across different regions.

Compared to traditional home appliances, floor washers are undoubtedly a new category, but after experiencing explosive growth, their growth rate has noticeably slowed in recent years. AVC data shows that in the first half of 2026, sales revenue in the cleaning appliance sector reached 22.7 billion yuan, a 0.7% year-on-year decline, marking the first downturn in nearly a decade. Among them, the floor washer segment totaled 8.18 billion yuan, with only a slight growth of 1.5%, while the average price plummeted by 11.3% year-on-year.

"I didn't expect entry into stock competition to happen this fast," said Tineco CEO Leng Ling bluntly. He stated that launching the TineCare service brand is also intended to redefine industry standards, lead the healthy development of the sector, and attract new users while serving existing ones well.

Although stock competition is an undeniable reality, Leng Ling pointed out that the category dividend for floor washers still exists, with significant room for penetration rate growth. "Based on our research, 90% of users still don't know about floor washers or how they perform cleaning. Market education will take a longer cycle and requires sustained investment over an extended period."

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