Do You Stand Behind Your Products?
Most consumer products come with some sort of limited warranty. Once the warranty runs out, the customer has the burden of paying for repairs. If the product is not designed and built well, then you are probably in for a repair bill; usually soon after the warranty runs out. Otherwise, you should get many years of service out of it before this becomes an issue.
I had a great experience last week with United States Thermoamp, a small company that manufactures a special heat pump for pools and spas. I bought one of their products six years ago. Last week, the fan motor went bad. I had failed to lubricate it as specified in the owner’s manual and the bearings seized up. I called the company to inquire about how to get service. Sue, the technical support person replied by telling me that she would send me a new motor free of charge that I could easily install myself or contract a local service technician. and the two year warranty .
Free? Really? The warranty on that component expired four years ago, but you are just going to give me a new one??? Wow, that’s what I call standing behind your product.
If you build a great product that typically lasts much longer than the warranty period, is there any value to be gained in solving your customers’ problems on your dime after the warranty is up? You bet there is. A great experience helps drive customer retention and a great experience shared leads to new customers.