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Product Warranty Extension

Topics:

  • Customer is asking for extended warranty due to repairs on product
  • Customer is negotiating a resolution outside of warranty
  • Customer indicates they are not willing to pay for service
  • How to extend product warranty
  • Steps to process extended warranty
  • Extended special warranty

Answer:

Extending a customer's warranty can be used as a negotiation tool when a customer is having an issue while the unit is under warranty.

  • If a unit has just gone outside of warranty, needs a major repair, and the customer expresses no confidence in repair or our brand, extending the warranty by an extra year may be more satisfactory to the customer over an out-of-warranty help.
  • Offer extending the full warranty if a customer implies they are wanting a new unit for a minor problem or something cosmetic in nature.
  • If a unit has Sub-Zero Care Plus (SZCP) or Project Warranty, the warranty cannot be adjusted or extended. 
  • Use your best judgment to determine if extending the warranty will help to satisfy the customer and accept a repair.

If the customer accepts an offer to extend the warranty, create a case and update the warranty:

  1. Case Title: Warranty Extension due to Product Issue.
  2. Origin: Select from dropdown.
  3. Case Type: Warranty.
  4. Case Sub Type: Extension.
  5. Description: Document the reason for warranty extension and length of extension.
  6. Customer Account: Select Customer.
  7. Unit: Select Serial Number.
  8. Save.
  9. Click the serial number link.
  10. Warranty Type: CS Warranty Ext. 
  11. Save.
  12. Warranty Dates: Update.
  13. Save & Close.
  14. Email a Warranty Extension Letter to Customer from the Case Timeline.
  15. Resolve the case.

Note:

  • The warranty description will change to read "CS Warranty Ext."
  • This will help to clarify that the warranty was extended by Corporate Customer Service to service partners and us. 

See also:

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