Limited Warranty or Guarantee?
A money-back guarantee from an international airline?
In an industry where CRM stands for "Customer Relationship Mayhem," this is a breakthrough concept!
Yet there it was in Scott McCartney’s "Middle Seat" blog in The Wall Street Journal and on the OpenSkies Airlines Web site.
Okay, the "Terms and Conditions" contained 598 words in unreadable, light-gray mouse-type crafted by lawyers. And to get a refund, a disgruntled passenger had to write a letter describing the unhappy circumstances that prompted the refund request.
But the typical direct marketing shyster would not pony up $1400 plus fees and taxes in the vague hope of getting $700 back. This is a serious offer made to serious travelers, with little danger of frivolous claims by typical direct marketing bandits.
Every since I became aware of the term "limited warranty," I've hated it.
"Limited" turns the entire concept into an oxymoron. Here is doublespeak cooked up by lawyers bent on covering the butts of marketers that produce and sell crap and are paranoid about getting sued. Search for "limited warranty" on Google, and here is a sampling of definitions:
If damage occurs to Buyer's material as a result of Pacific Coast Composites negligence in processing, Pacific Coast Composites sole liability is only that of the amount of charges made for damaged material by PCC(1). Claims by buyer must be made within 60 days from date shipment.
The supplier warrants that the media on which the computer software is supplied is free from material defects for 90 days from the date of delivery. ...
Seller did not manufacture this product. Seller's only warranty is to furnish the warranty made available to buyer by seller's manufacturer for any item proved defective in material or workmanship. ...