Good Morning:
Just wanted to let you all know that I monitor this list and chime in
from time to time if there is a topic about which I feel I can add
some “light.” The current subject is one I feel I can add to.
The Alpha Liner had a 90 day warranty against defects in materials
and workmanship when it was introduced in April of 1996. At that
time, this was the same warranty as all other gel interface products
sold in the P&O industry. OWW has always replaced defective products
which were returned within the warranty period. In fact, much of the
product returned to us over the years has NOT been as a result of
“defects in materials or workmanship,” nevertheless OWW has always
stood behind it’s products throughout the warranty period even when
the reason for failure was caused by the patient or prosthetist not
following written instructions. You wouldn’t believe some of the
abused stuff we’ve replaced for our customers — the stories I could
tell (torches, drills, grinders, acid, bodily fluids, yikes)! 🙂
Additionally, in those cases where there was a genuine
defect, we have routinely replaced the product even if that defect
did not reveal itself until months AFTER the warranty period had
expired. OWW always stands behind its product.
Because of the comfort the Alpha Liner has provided for thousands of
amputees, and the continuous improvement efforts of OWW, we have
recently offered an extended warranty period. All that is necessary
to increase the warranty on all future Alpha Liner purchases is to
attend an Alpha Seminar or watch a free video. There is a 20
question quiz following the seminar or video that the prosthetist
returns to OWW. If the prosthetist achieves a score of 85% or more,
all future purchases of Alpha Liners fit by that prosthetist will
receive a 6 month warranty. Again, this is equal to or longer than
all other warranties offered for comparable products.
It is true that if a set of liners fails and is replaced under
warranty that the free set of liners does not receive a brand new
warranty period. To my knowledge there is no company in any industry
which offers a new warranty period with a product replaced free under
warranty. If this were true, we would all take our televisions
and VCRs back every 11 months and get new ones. This would be a
great deal as no one would ever have to buy something more than once
in a lifetime! Unfortunately, it would also be the end of our
free market economy. 🙂
Finally, if any of you have experienced a problem with OWW products,
or the information you’ve gotten from our Customer Service persons —
I’d be happy to talk with you personally and work toward resolving
the situations on a case by case basis. Call me at 800-848-4930 or
e-mail me at [email protected]. Of course, I’d also be interested
in hearing about positive experiences you might have had as well. 😉
Thanks for “listening” and keep talking and helping one another!
Craig Steffen
