When it comes to swimming pools, a “Lifetime Warranty” is only as good as the company behind it. Let’s face it, most warranties are part of a pool company’s marketing program, used to entice consumers with a guarantee as to the quality of their prospective purchase. Before a purchase, the warranty says “our product is SO GOOD, we guarantee it for life”, but how good is that pool warranty, really?
Warranties usually are not financially backed by an insurance policy or surety bond. Warranties are supported by the good will and financial solvency of the business that provides them.
Many consumers are confused by this. Some expect general liability insurance companies to provide a blanket lifetime warranty, if the company goes out of business. This often leads to consumer disappointment.
The Difference Between a Warranty & Insurance
There is a significant difference between warranties and insurance coverage. One is a self-funded program by the company, while the other is backed by the investments of an insurance company.
Warranty coverages end when the company ceases operations. Insurance coverages typically extend beyond the company’s operations.
Only companies that purchase insurance coverage or partner with a third-party warranty company to cover their warranty liabilities, will have warranty coverage after they cease operations. Such policies and services are expensive and rarely used throughout the pool industry.
Ways Pool Professionals Can Improve Warranty Coverage
To offer better warranties to their customers, pool professionals should enhance transparency and communication. Providing clear, detailed documentation outlining what the warranty covers, including any exclusions or limitations, is crucial. Educating customers about the terms of the warranty and the distinction between warranties and insurance through informational sessions or brochures can further clarify these aspects.
Supporting Customers After The Sale
Implementing a robust after-sales support system is another essential step. Establishing a responsive customer service team dedicated to handling warranty claims and inquiries ensures timely and effective resolution of any issues. Offering maintenance services helps customers keep their pools in optimal condition, preventing issues and reducing warranty claims. Providing comprehensive warranty coverage that includes a broad range of potential issues, such as structural defects, equipment malfunctions, and surface problems, can further enhance customer confidence. Allowing warranties to be transferable if the property is sold adds value to the customer’s investment and facilitates the sale of their home.
Plan For The Long Term
Partnering with reputable third-party warranty companies can provide financial backing, reassuring customers that their warranty will remain valid even if the pool company ceases operations. This partnership can also offer extended warranty options, allowing customers to choose additional protection based on their needs and budget.
Finally, monitoring and improving financial stability through regular audits and considering insurance policies that cover warranty liabilities provide additional layers of security for customers. Fostering customer relationships through regular check-ins and implementing feedback mechanisms helps build long-term relationships and ensures customer satisfaction. By implementing these strategies, pool professionals can offer better, more reliable warranties to their customers, enhancing trust and satisfaction while strengthening their reputation and credibility.
Important Questions To Ask About Your Warranty
This article is equal parts education for pool professionals and consumers. Below are just a few of the most important questions that consumers need to ask their pool professional when it comes to their swimming pool warranty.
Research the Company’s Stability:
Example Question: “How long has your company been in business, and can you provide references or testimonials from past clients?”
Understand the Warranty Terms:
Example Question: “What exactly does the lifetime warranty cover? Are there any exclusions or limitations?”
Clarify the Financial Backing:
Example Question: “Is the warranty backed by an insurance policy or a surety bond?”
Example Question: “What happens to the warranty if your company goes out of business?”
Differentiate Between Warranty and Insurance:
Question: “Can you explain the difference between your warranty and what is covered under any insurance coverage you might offer?”
Question: “Are there any third-party warranty companies you partner with to ensure coverage if your company ceases operations?”
Inquire About After-Sales Support:
Question: “What kind of support and service do you provide after the sale and installation of the pool?”
Question: “How quickly can I expect service if there is an issue covered by the warranty?”
Review Documentation:
Question: “Can I have a copy of the warranty terms and conditions to review before making a purchase?”
Question: “Are there any steps I need to take to ensure the warranty remains valid?”
Ask About Maintenance Requirements:
Question: “Are there specific maintenance requirements I need to follow to keep the warranty valid?”
Question: “Can you provide a recommended maintenance schedule and any services you offer to help maintain the pool?”
Navigating the intricacies of pool warranties can be daunting for consumers, but with thorough research and the right questions, it’s possible to make a confident and informed decision. By fostering clear communication and providing reliable information, both consumers and pool professionals can create a positive experience that extends far beyond the initial purchase. Remember, a warranty is only as good as the company behind it.
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