Wednesday, June 16th, 2010
It’s rewarding when you represent a manufacturer that applies it’s
warranty rules in conjunction with a certain amount of common sense to
arrive at decisions which affects the customer. Since Dat-A-Syst
represents several manufacturers in their warranty service, I will not
name this particular company. But when you see repairs that would
normally be rejected by a standard warranty being covered and with the
greatest of consideration for the customer, it does leave you with a
warm and fuzzy feeling that you are able to make someone’s day by
repairing their machine under warranty with no hassle from the
manufacturer and at no cost to the customer.
On the subject of warranty I am constantly amazed at things some people
believe a warranty should cover. ( Remember that all standard
warranties cover manufacturer defects ONLY) The top five most heard
items that fall under the heading “Seriously!?” are;
# 5 – “The screen just cracked on it’s own!”
# 4 - “It sucked up what equates to an entire cat in hair and dust and
now it over heats”
# 3 – “My 2 year old pulled all the keys off the keyboard”
# 2 – “I put the wrong card in my card reader and now I can’t get it
out”
And at # 1, our all time favorite . “Nope, there has never been a
double mocha latte spilt in my machine, the keys have always been that
sticky”
Admittedly the “warranty will cover anything” view has been encouraged
by certain big box stores taking anything back under any circumstances
but even this is going away now as belts tighten in this economy and
every outlet and manufacturer is enforcing the terms of their warranties
more strictly. As I said earlier, when the manufacturer sees a problem
that falls outside the normal warranty issues and makes it easy for the
customer to have the work done, it is refreshing. (But DO NOT try
getting a latte under the warranty!)
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