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.
I purchased Hammer drill/jackhammer recently, it was only a cheap brand (Ozito, you may see more of this in the UK when Bunnings opens) but it was warranted for 3 years. I have just completely gutted an ensuite bathroom cutting out concrete (Slab) and tiles with this drill. Near the end it gave up and lost its hammer. took it back to store, replaced with a new one on the spot and a new 3 year warranty to go with it. Cant ask for better service than that. I could have bought a better known brand for 3 times the price, that was only warranted for 12 months.
