Monthly Archives: July 2014

Arbitration wins another court battle

court houseIt is quickly moving beyond dispute that federal consumer protection law favors binding arbitration over litigation. A North Carolina federal trial court recently joined two federal appellate courts in ruling that the federal warranty law, the Magnuson-Moss Warranty Act, does not ban binding arbitration provisions in consumer product warranties. This is good news for consumer product manufacturers, and better news for consumers if more companies turn to binding arbitration.

But still, auto, boat and RV companies, primary targets under the MMWA, shy away from going the arbitration route. Let’s hope this changes. Continue reading

2 Comments

Filed under Best Practices, Court Decisions, Customer Experience, Resolving Disputes, Statutes & Regulations, Warranty

First Annual GWSCA Conference & Industry Summit

GWSCA Logo

The Global Warranty and Service Contract Association (www.gwsca.org) is holding its First Annual GWSCA Conference and Industry Summit October 6-8, 2014 at the Millennium Knickerbocker Hotel, a landmark on Chicago’s Magnificent Mile. Continue reading

Leave a comment

Filed under Best Practices, Customer Experience, PR & Branding, Risk Management, Service Contract, Statutes & Regulations, Warranty

Really dude, pennies?

pennies

A dealer screws up, and the service contract company pays … at least on the PR front. A manager of a car dealership who “forgot” to write in that the service contract sold to a foreign student did not cover labor charges was ordered to pay a refund … he gave it to the customer in pennies.  Continue reading

Leave a comment

Filed under Best Practices, Customer Experience, PR & Branding, Resolving Disputes, Service Contract, Warranty

A Plug For Home Warranties

home sale
“Can a home warranty fast track the sale of your home.” It just might says a recent piece in the Lodi (CA) News-Sentinel under the headline:  Some buyers see great value in home warranties. Continue reading

Leave a comment

Filed under Customer Experience, PR & Branding, Service Contract, Warranty

GUEST POST: It’s Time to Stop Running from Recalls

GMHQ
GUEST BLOGGER: Jim Martinez, RightStoryGroup

On July 1, the New York Times carried a news analysis claiming that GM’s recent recalls threaten the company’s reputation. The same day, GM announced its best June sales figures since 2007.

Rising sales show that the biggest threat to GM’s corporate reputation isn’t recalls, but rather critics willing to irresponsibly forecast the company’s demise. Continue reading

Leave a comment

Filed under Best Practices, Customer Experience, PR & Branding, Risk Management