Danny Hourigan

The hurricane season has been calm for warranty and extended service providers By David Dritsas The impact of the recent onslaught of hurricanes has been a hot topic throughout the industry and the country at large. But one segment has experienced only a small—if at all noticeable—effect: the warranty business. Despite the massive losses of personal property in the hardest hit areas of the southern United States, extended service providers have very little to do with the problem of damaged goods. In fact, some companies are wondering if the outcome will actually produce a slight increase in business. Mostly, the lack of impact has

Warranty/ESP companies tweak high-tech, high-touch solutions to deliver a quality service repair experience. By Janet Pinkerton A consumer with a product repair request is a ticking time bomb. Handle the repair well, and the experience can cement the consumer's brand loyalty to both manufacturer and retailer—not to mention raise the perceived value of a service contract or warranty. Fumble the repair service experience, and the consumer is likely to explode, incinerating brand loyalty and future business for all parties involved.Dealerscope polled OEM warranty and extended service plan (ESP) administrators on common consumer complaints with the service repair experience and asked the companies what

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