A Short Perspective
Marketing Materials
Marketing facing are points of risk. They must be carefully crafted to properly communicate commitments and expectations. These materials are also susceptible to being misconstrued or misinterpreted if attention to their creation is less than measured. It is important to emphasize positive product attributes in ways that do not contradict the scope of the intended warranty.
Supplier Contracts
It is a balancing process. Just as windows and doors are parts of a building, they are also made from components supplied by others. Balancing the commitments requires comparing and contrasting the scope of warranties, remedies, and fairness. It is essential to ask “Why?” if there is a significant supplier imbalance.
Distribution Issues
The use of distributors or dealers to resell products can give rise to a variety of issues. Distributor and dealer agreements often involve complex terms to address the many sources of liability shared by a manufacturer and those selling their products. The goals and method for managing distributor rights and responsibilities must be established, maintained, and documented – especially where those resellers provide installation services.
Product Warranty
Warranties can represent the single most important document with respect to both customer service and liability management. Every company is different, and a cookie-cutter approach does not work when it comes to a warranty’s terms. The language must reflect a company’s commitment to its customers and their product, while also managing unreasonable risk.
Claims
Product sellers and manufacturers are subject to product claims. Windows and doors are no exception. Effective claim management requires an established philosophy toward the claim process itself. Efficiently addressing product claims, while recognizing legal rights, can lead to principled decisions to achieve value-driven goals.
