Many of the goods and products purchased today come with some kind of performance guarantee. This can run anywhere from something like “satisfaction guaranteed or your money back” to a formal warranty letter. A warranty letter is the format in which this kind of performance guarantee and promise is delivered to the consumer, and its language creates the expectations for both the product and the brand.
The warranty for any product will contain reasonable expectations for performance and will also specify the conditions under which the producer will provide repairs or replacement for the product in question. To create a product warranty letter to a customer, include the following components:
- A header clearly stating that this is the letter of warranty for this item.
- An identification and description of the product in question. This includes make and model as appropriate and should also include a description of the normal expected usage of this item.
- If desired, the warranty can include a description of the expected performance level of the item. This can often help when building a brand because the warranty letter can help consumers feel confidence in the company and its products.
- A list of the pieces, parts and problems that are covered by the warranty. This should also include limitations. Specify any time limits for the warranty, whether in years from purchase or hours of usage as well as any other limits, such as mileage. Explain situations where the warranty will no longer be valid.
- It’s often helpful to include a list of things the warranty does not cover. There are occasionally strict exclusions not covered under a warranty. It’s best to list these outright. This should also cover cases of improper use or improper storage, which often will be declared to invalidate the warranty.
- Explain how the owners can contact the company if they run into problems that the warranty covers. Share whether the item will be returned for repair, replaced outright or if a credit/refund will be provided. If this may vary depending on the issue, provide somewhere that customers can call for more information, like a customer service department or service center.
Customers should read and understand this information at the time of purchase to ensure the product is used correctly from the beginning and does not undergo any modifications that might void the warranty. It’s the customer’s responsibility to understand the details of the warranty and how to proceed if there is an issue.
As a customer, in the case of a defect or problem that is covered by the warranty, the best way to go about resolving this is to write a warranty claim letter. This can be a formal letter or an email and should include the following information as outlined in this sample warranty claim letter structure: identify the product in question, the issue, how the issue relates to the warranty and contact information.
- Identify the Product: First, you will need to identify the product in question along with the model description and the date of purchase.
- Describe the Problem: Describe the issue, problem or defect. Explain what has happened with appropriate detail, as this will help the person reading the claim understand how to approach the problem.
- Relate the Warranty to the Issue: Note how this issue is covered in the warranty and clearly state what’s expected based on the warranty. In most cases, it’s appropriate to request the repair, replacement or refund as soon as possible. Neither the customer nor the company want to prolong the issue.
- Include Contact Information: Be sure to include information the company can use to contact you with questions or in case of any misunderstandings.
Understanding how both the company and the consumer create and use the information in a warranty letter is key to establishing good customer satisfaction. Quality performance backed up by a reasonable warranty can give any product an edge over its competition.