[Disclosure: I originally started this on 10.1.11, but I was still recovering from being rear-ended on 9.28.11. It took me until today, 11.18.11, to finish that and post it.]
Greetings, fair Readers!
There seems to be a *lot* of people out there who don't fully understand the warranty-return process. Based solely on all the ones I have encountered over the years (and recently), I thought it prudent to take this opportunity to clarify the matter. Even if you are pretty confident that you know this topic inside-out, please humor me by reading through this anyway. If it turns out you were already 100% right, then you can use this blog as black-and-white-proof to show others who may doubt your wisdom.
By now, I am sure that most of you have probably purchased at least one item (car, home appliance, the latest techno-gadget...) where there was a "manufacturer's warranty" offered. The usual language in these warranties is something to the effect of, "warranted to be free of defects in material and workmanship (or craftsmanship), to the original purchaser". There are usually legal disclaimers of the warranty being void under certain conditions (misuse, abuse, neglect, modification, etc).
Most importantly, the warranty language always requires 'proof of purchase' (or 'proof of ownership'), to prove the "original purchaser" is the one making the defect claim. What exactly is this 'proof of purchase/ownership'? Your receipt! (In the case of vehicles, the title would be your proof - naturally. But, check on the warranty language in those cases. Some manufacturers may allow a one-time transfer of warranty coverage from initial owner to second owner. Get any promises of such in writing from the company that owns your vehicle's brand.)
All too often, I get a customer in my store who expects an alleged-defective part to be replaced...but he/she doesn't have a receipt, nor a package with the part number on it. He/she assumes we will just 'look [him/her] up in the computer', but that is simply not the case. I know those inferior parts stores have pretty much always logged customer information into their sales system. BUT, that will only help you as long as you stay locally all your life. What if you move to another town, state, or even region? The inferior chain store near your new home might not have access to 'your information', since even national chains are limited in their internal file-sharing. I submit, the era of 'personal responsibility' is long overdue to return!
Protect your warranty rights - and allow the store/manufacturer to help you - by doing the following.
1. Give yourself an attitude check. Angry? Understandable. Belligerence is not!
Any decent customer service employee will understand if you are frustrated and/or upset because of the failed product. However, if you start acting like you are 'entitled' to this and/or that (especially if you don't have your receipt) or become hostile with the employee for inappropriate reasons, don't be surprised if you are not only denied the warranty, but kicked out of the store. Respect must be shown by *all* parties, including you, the customer!
2. Know before you go: Store Hours and Warranty/Return Policy.
Of course, even the most calm-cool-collected person can get irritated when he/she gets to a store for a return, only to realize the business day is over. To save your sanity, always call the store *first* in order to verify what the business hours are. If it has been a while since your last visit, confirm their location (address) as well. Before you hang up, ask them what the return policy is, especially for warranty situations. Most likely, you will need to bring the 'alleged defective' product and your copy of the receipt from when you purchased it.
3. Protect Yourself: Keep your receipt legible and safe!
I'll bet you are wondering, "How are you supposed to preserve receipts, when they fade and degrade so easily?" And I have a simple solution, which involves 'basic' office supplies: Get a binder (1" size should be fine), some clear page protectors, and a Sharpie. With the Sharpie, write the year/make/model and color of the vehicle on the short filing edge of the binder. Write the same info on the front cover, including the full VIN (alternatively, you could type this up as a cover page to place there). Fill the rings with the page protectors. Then file all your receipts for this car in these page protectors. You might even consider making photocopies of your receipts before filing. [Most parts stores will happily accept a good photocopy of the original invoice, just as if you had supplied the original.]
And there you have it: an overview of how warranties work and how you can arm yourself to reap the benefits. I pray that you do not find yourself in the position of needing this article for reference anytime soon, unless it for the record-keeping tip. But, if you do wind up having a warranty replacement situation in the near future, please consider the above advice. In heeding it, you will have a far smoother, calmer, and quicker transaction, allowing you to move on with your life that much sooner. Wouldn't that be nice?
Until next time, remember to take care of your auto, so it can help take care of you.
PPM
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