My brother had a New Zealand manufactured washing machine that had a guarantee against corrosion of the metal for 5 years. Afeter 4 years he made a claim because some surface rust had appeared. They replaced the washing machine with a new one and when he said "I suppose the warranty runs out in a few months time" he was told "No, you get a complete warranty from today just the same as if you had bought a new one. After all it is a new macine."

Guess what brand of washing machine all his mates bought after that. It cost the company a new machine but that was probably a fraction of what they spent on advertising and it brought them more sales per dollar than any advertising campaign.

You can't buy goodwill, you can only earn it.

Peter

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