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Just checking out the legalities/opinions of my current practise: When selling new machines, if there is no additional benefit stated, I inform the customer that sending off their g/tee card will only put them on the manufacturers mail shot list 😡 I advise that the economic way of repairing is to ring me outside the warranty 😀 rather than bothering with insurance.That way the manufacturer gets no oppurtunity to supply four years cover, and do me out of business! Customers seem to prefer coming back to me afterwards anyway- a familiar and trusted face 😉
SimtomsRe: Guarantee cards in new machines.
Sending off your guarantee card dosen’t seem to mean anything, because when it comes to requiring a call-out under the guarantee the customer has to show proof of purchase. Telling the manufacturer you sent the guarantee card in the post dosen’t cover you. I am of the same mind-set as you, first year manufacturer, second year onwards come back to me. Forget the extended insurance as the customer will normally be quids in by paying as they go. Plus, hopefully I get the work rather than the manufacturer.
Re: Guarantee cards in new machines.
Recently there has been instances where an extended guarantee promotion has worked in reverse, when the customer realized that I would not be carrying out any of the work.
They preferred to buy a machine with normal guarantee so that I could do the repairs.
I encourage customers to let me know of any problems in or out of guarantee. This maximises customer in contact.
I get plenty of word of mouth references because I take the interest.
The big shops hardly offer this!
Under extended guarantees & customer might be gone for good.
tomRe: Guarantee cards in new machines.
A few years back when involved in retailing I made an effort to remove all warranty questionaires from appliances, the few that I didnt I inserted my name and address and left them with the instruction booklet.
It was frightening how many were posted or handed in over the counter.
As we are all aware once these customers were on file It was difficult to retain them for service out of warranty.
Talking to a member of the public today and they are still getting canvassed for a warranty form sent in 6 years ago on a HPT WM71.
The manufacturers / Insurance Co are certainly in the long game.Re: Guarantee cards in new machines.
Interesting to read the different takes on Guarantee cards.
With ISE, the card is held by the seller/installer, the customers portion has enough info to provide a service call, should the need arise. The engineers side which should be posted back to us (already freepost addressed) allows us to send a welcome message along with a certificate of guarantee which includes terms and conditions.
The certificate will have the sellers details on, clearly stating the seller as the repair agent, for future contact.
In our case the return of the guarantee cards is a must.
Kevin
Re: Guarantee cards in new machines.
The advantages of sending the guarantee registration card off (for the customer) is that they will be notified if any subsequent modifications are required, or safety recalls occur. Plus (depending on manufacturer) they may be registered for extra long guarantees. Miele and Bosch for example give their 2, 5 (and even 10) year extra guarantees on condition that the customer sends off the guarantee registration card.
It’s understandable that independent sellers don’t want these cards sent off as they don’t want manufacturers interferring with their relationship. I used to fill them in for the customer, and then keep them myself, although these days, if I was selling a washing machine where a manufacturer gave more than 12 months guarantee I would have to send them on.
Re: Guarantee cards in new machines.
I take your point on the recalls and modifications.
Regarding the Bosch 2 year guarantee, I contacted Bosch for a customer with a faulty Bosch W/D in g.tee, explaining that he hadn’t sent his card off, and was told that as long as it was bought after a certain date, the 2 years would apply, g.tee card or not.Re: Guarantee cards in new machines.
simtoms wrote:I take your point on the recalls and modifications.
Regarding the Bosch 2 year guarantee, I contacted Bosch for a customer with a faulty Bosch W/D in g.tee, explaining that he hadn’t sent his card off, and was told that as long as it was bought after a certain date, the 2 years would apply, g.tee card or not.:tup: We have no way of knowing if a cards been sent! 😉
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