Extended Product Features
Promise or guarantee given to a customer that a
product will meet certain standards.
SHOULD BUSINESSES BE REQUIRED BY LAW TO
Two Kinds of Warrantees:
Explicitly stated in either writing or spoken
words to induce a customer to buy.
Two Kinds of Express Warrantees:
If a product is found to be defective
within the warranty period, it will be
repaired at no cost to the purchaser.
Offers less coverage than a full
Exists automatically by state law whenever a
purchase takes place.
Two Kinds of Implied Warranties:
Warranty of Merchantability
Promise from the seller that the product sold is
fit for its intended use.
Warranty of Fitness for a Particular Purpose
Seller advises a customer that a product is
suitable for a particular use and the customer
acts on that advice.
Statement that contains exceptions to and
exclusions from a warranty.
The Most Important Extended Product Feature!
Warrantees are significant because they:
Force a company to focus on customer needs.
Set clear standards of performance.
Generate customer feedback.
Encourage quality controls.
Boost promotional efforts.
Extended Warranties or Service Contracts
Provide repair service or preventative maintenance for a
specified length of time beyond a product’s normal
Other Extended Product Features Include:
Delivery of the product on time.
Proper installation if needed.
Accuracy and timeliness of bill.
Prompt, courteous, and correct service.
Available technical assistance.
Properly written directions.
Consumer Product Safety Commission
Responsible for monitoring the safety of more than 11,000 mostly
non-food items (remember lawn darts?.
Lemon Law -protects consumers from poorly built cars
Arbitration Programs -impartial third party (BBB)
Consumer Rights and Responsibilities
There are several steps a consumer can take to resolve a problem:
Contact the retailer
Contact the manufacturer
Contact local, state, or federal offices that assist in
Take legal action.