A simple service guarantee is the key to customer satisfaction.
Don’t believe me much ?
95% of customers return their items because they did not read manual and product was still working.
So who is reading complicated service guarantees? ( No one).
A bullet list scores many times over a service guarantee that runs into pages. No one understands the legal mumbo jumbo at all. Customer is only interested in getting it serviced for free.
A good service guarantee should be as simple as possible. Basically it should answer following question
1. Is my product still in warranty(or guarantee)?
2. What is covered?
3. What is not covered?
4. Any other important information.
Nobody is going to read beyond that as example above shows.
Simplicity of terms and services is the key to customer satisfaction