Warranties Gone Wrong


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We all expect product warranties. Manufacturers manage the risk of having warranties. Often times, the two philosophies do not line up. The delivery of the warranty service is often not even maintained by the manufactures but through a separate organization. Many times the competing interests of the two organizations leave the customer in a bad place. ‘Knuggets’ like the ones below highlight this problem. The ‘knuggets’ were used to develop new processes to alleviate the problem with a solution that is fair to the customer and still profitable for the company.

“I’m trying to get my TV repaired. Normally this store and their warranty would get a 10. But with all the problems from this on a scale of 1 to 10, I’d give a 0, because they’re giving me the runaround. My husband is dying and I have to be on this stupid telephone. Thank you.”

“I’m dissatisfied with the service of the extended warranty. A mouse chewed through our cord. I was told this was customer abuse.”

“I called your extended warranty customer service center to get my dishwasher fixed because it’s spewing water all over my floor. I found out that there are no servicers in my area. I live in Maryland for goodness sake, you know, near Baltimore and Washington DC, not Timbuktu! Why did you sell me this product with a warranty that cannot be used and will be voided if I get someone who isn’t on your list to fix my product? I can tell you this, I won’t be buying another one of your products again. Honestly, I’d throw this in the Bay if I could carry it. “

“Be honest and just say that you won’t stand behind your product instead of making us think you will and try to get you to and then leave the call being mad as heck. Just be honest and label the darn things “buy at your own risk.”

Happy Monday!

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


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