Jesse Ryan

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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