Paul Haarman: What should include in a product/service guarantee?

The purpose of this article is to provide insights on what items should be included in the guarantee says Paul Haarman.

Guaranteed service levels are usually related to some type of product or service that is not meeting expectations for some reason, and the company providing the service wants to do right by its customers (or potential customers) by making things better.   This could include extending their warranty period beyond the initial term; replacing defective products; reimbursing them for time spent servicing a faulty appliance; picking up all transportation costs if they can’t figure out why their new car won’t start; returning all money paid (excluding any original shipping charges) if they receive an item that is different than advertised on online auction site, and many other options.  While there are no set standards for what a company will or won’t cover, that doesn’t mean that you can’t try to influence the outcome.

Guaranteeing a Product/Service:

There are two basic types of guarantees – those that relate to products and those relating to services. A product guarantee is usually related to tangible items – cars, washing machines, computers, etc. In some cases, companies may offer extended warranties at their own discretion so it is worthwhile considering the merits of such an offer before refusing it even if they don’t have a policy guaranteeing service levels on your particular item. This would not be considered an extension of the original warranty but rather a new one offered as a special deal says Paul Haarman.

If you feel that you’ve been treated unfairly by the seller, it is possible to seek arbitration and/or small claims court action if you feel that you’ve been unjustly refused. If the company refuses your claim outright and does not offer a replacement or refund any monies paid, keep in mind that this could be seen as misleading advertising under certain laws.

Service guaranteeing policies:

Unlike product guarantees which are typically enforced by law, service guarantees vary widely from one business to another – some may offer a 30-day money-back guarantee for example, while others would give only a day or two leeways for complaints about their plumbing services. Because there are no strict guidelines on what level of quality to aim for, it’s important to know what should be included in the guarantee before signing any contract.

Generally, service guarantees are offer if there’s an issue with the product or service that is not able to rectify within a certain time frame or by another party. This would include warranty work that cannot be in time; problems that arise during shipping; issues that arise on account of miscommunications between different parties involved in the transaction (for example, on online auctions), etc…

When it comes to guarantees, it’s always better to ask for what you want. Rather than simply accept whatever terms are being offered says Paul Haarman. You can’t expect all companies to offer exactly what you want so some negotiating may require. Before an acceptable agreement reaches. Just remember that while some businesses might try to take advantage of your ignorance of their rights. This doesn’t mean that you have to be a pushover.

What should include in a guarantee?

The general rule for service guarantees is that there shouldn’t be any secret clauses or conditions attach. This could put the customer at a significant disadvantage. Discounts on future services might be offer as an alternative to reimbursement of money spent. Thus far on defective services/products but those who do offer such deals will spell out exactly how these discounts work. The number of visits allowing per year, whether they can be in use after exhausting the allowable amount of visits, etc. So make sure you understand all terms before signing up with a company offering cheap rates. It’s also important to note that time limits may apply on certain offers and failure to use the discount within the given time could invalidate it completely.

The guarantee should also include full contact details of the service provider including an address, telephone number, and email. So you can easily get in touch with them regarding any issues that might arise. And while this is not an absolute requirement, reputable companies will offer a 100% satisfaction guarantee for their services. So long as they are in use within the prescribing time period or allowing visits. This means that if for some reason you’re unhappy with your experience. Despite complying fully with all guarantees or terms set out by the company. They will either refund your money in full or provide free follow-up services to ensure complete customer satisfaction. This is especially useful. When it comes to larger purchases such as washing machines. Because you can try out the product for a given time period and return it if something is wrong.


Paul Haarman says although there’s no universal formula for guarantees, most companies will offer a money-back guarantee. So long as you have followed all the terms and rules set out in the agreement. This is generally for a time limit or visits allowed to use certain purchasing privileges. After this period has passed, they may include discounts towards future services/purchase of another device, etc… In order to ensure that your rights are not violating, ask what kind of guarantees the company offers. Before accepting any service contracting agreements.


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