How is the complaint about a product that is still under warranty BEST resolved?

• A. Refer the customer directly to a toll free number that the manufacturer has provided.
• B. Discuss your company's policy regarding warranties as well as the terms of the manufacturer warranty.
• C. Offer the customer repair options even if the manufacturers warranty has expired.
• D. Ask the customer why he did not purchase the extended warranty for the product.

Answer: (B)

When a product is still under warranty, the best resolution comes from clearly explaining both your company's warranty policy and the terms of the manufacturer’s warranty. This gives the customer a complete, transparent view of what is covered, for how long, and what steps to take to get service. By outlining both sets of terms, you can confirm the appropriate remedy—whether it’s a free repair, replacement, or other approved service—and specify who pays for parts, labor, and shipping, along with any required documentation or authorization. This approach keeps you in control of the customer experience, reduces confusion, and speeds up a satisfactory outcome.

Reaching for a manufacturer-only contact or suggesting repairs when coverage isn’t verified can lead to delays and mixed messages. Focusing on why the extended warranty was or wasn’t purchased isn’t productive to solving the current issue and doesn’t help in addressing the complainant’s immediate needs.