The industry's only seminars focused on warranty-related issues will be held monthly and hosted by Warranty Week's Editor, Eric Arnum.

By participating in the sessions you'll meet the industry experts, learn from other's success, and hear what works when it comes to best warranty practices.

Click here to view/listen to the presentation and recording of the live session

In today’s world where the toughest competition is a simple click away, the value of customer loyalty is priceless. Although warranty services can play a pivotal role in driving customer loyalty, it’s still a missed opportunity for many businesses.

Join host Eric Arnum, Editor of Warranty Week, along with featured guest Craig Reilly, Director of Operations at Sears Parts and Repair Services, to discuss a warranty strategy that builds customer loyalty.

As both a manufacturer and a retailer, Sears walks a warranty tightrope between its suppliers and its customers. The retailing giant must balance customer satisfaction against warranty costs, always trying to turn the negative experience of a breakdown into the positive experience of a repair job well done.

Sears accepts warranty claims from its authorized service providers, submits claims to product manufacturers, and pays claims for its own in-house Kenmore brand. The company regularly crosses industries, filing claims with manufacturers of personal computers, automotive parts, heating and air conditioning units, consumer electronics, lawn and garden tools, and home appliances.

Hear Craig explain how warranty policies have been tailored to actually build customer loyalty, boosting it even higher after a break-fix event than if the product never failed. Ask him about the "gray areas" of warranty adjustments, where for the sake of customer relations Sears sometimes goes above and beyond the strict terms of the policy.

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