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Article: Are guarantees proof of product quality? (product guarantee programs) (Office Products and Business Systems)
- Article from:
- Purchasing
- Article date:
- September 23, 1993
- Author:
CopyrightCOPYRIGHT 1993 Reed Business Information, Inc. (US). This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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When Xerox introduced its Total Satisfaction Guarantee program in 1990, it began a wave of similar warranty programs throughout the copier industry. While not unheard of at that time, Xerox was the largest manufacturer to go beyond the typical 90-day parts and labor warranty and offer a program that proved it truly stood by its products.
Now, more than half of the industry's largest manufacturers offer some kind of guarantee program. Typical of these guarantees is a replacement product if the user is not completely satisfied. Some offer loaners, downtime reimbursement, and toll-free numbers. All, however, require that the machines be serviced by the supplier and all ...