So I have a question for anyone who cares to give an opinion. I have my own business. Custom window treatments (blinds, shutters, that sort of thing). I discovered yesterday that one of my manufacturers is closing their doors. I can find product elsewhere — no problem. However,
the product they supplied was covered by a limited lifetime warranty. Basically, “if your _____ ever breaks, we will fix it”. I really emphasized this when selling this particular product. It’s rare that there’s ever a problem that falls under the warranty because the quality on this product is so high. Usually when things go wrong, it’s because the customer’s dog chewed on something or the kids hung from the window treatment. Because those things don’t fall under the limited warranty, the customer would need to pay for repairs and so I can get a different company to handle that if I need to.
But what do I do if someone calls with a problem that should be covered by the warranty? The warranty was issued by the manufacturer. As the dealer, am I obligated to pay for repairs? Or do I just say, “I’m sorry, but the company that built your ____ is no longer in business. Yes, it was a shock to me, too, but businesses do close even though we’d rather they didn’t. I’ll be happy to find someone to make your repairs, but there will be a repair fee involved.”
I’m at a loss to know what my legal, moral, and ethical obligations are here. My business reputation is my best advertising and I don’t want to do anything to damage that, but I also cannot afford to shell out big bucks on shutter repairs “just to be nice”. Appreciate any thoughts ya’ll may have.