# Handle a warranty callback and decide what is covered

A fair way to assess a customer's warranty claim, decide responsibility, and reply clearly, whether the fix is covered or not.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Advanced
- Tags: Customer Support, Analyze, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/handle-a-warranty-callback-and-decide-what-is-covered

## Prompt

```text
Help me handle a warranty callback on a job I completed.

**Original job:** [SCOPE, COMPLETION DATE, PRICE]
**My written warranty terms:** [PASTE - labor and workmanship length, exclusions]
**Manufacturer warranty on equipment or materials:** [BRAND, TERMS, REGISTERED OR NOT]
**Customer's complaint:** [WHAT THEY REPORT, AND HOW THEY FEEL ABOUT IT]
**What I found or suspect on inspection:** [e.g. "failed fitting at a joint I made", "drain clog from wipes", "breaker tripping from new appliance"]
**Customer relationship and value:** [e.g. "repeat customer", "posted a negative review"]

Steps:
1. Sort the likely cause into: my workmanship, defective product (manufacturer claim), customer use or damage, pre-existing condition outside my scope, or unclear. Explain the reasoning and what evidence would confirm it.
2. Decide coverage against my written terms and the manufacturer's terms. Note where implied warranties or state consumer rules may apply beyond my written terms, and that I should confirm with my attorney if the claim is disputed or large.
3. Recommend an approach: fix at no charge, file a manufacturer claim and charge labor only, charge normally, or split the cost as goodwill. Give the cost of each option against the risk to my reputation.
4. List what to document at the visit: photos, model and serial numbers, readings or test results, customer signature.

Return:
- My decision summary with reasons.
- A reply to the customer (text or email, under 150 words) that is respectful, explains what is and is not covered, and offers a next step.
- A short internal note on what this callback teaches us about installation or quality checks.

Where the cause is still unclear, do not concede fault in writing, and never promise refunds or payment beyond what I decide. Mark uncertain facts as [CONFIRM].
```

## What to fill in

- SCOPE, COMPLETION DATE, PRICE
- PASTE - labor and workmanship length, exclusions
- BRAND, TERMS, REGISTERED OR NOT
- WHAT THEY REPORT, AND HOW THEY FEEL ABOUT IT
- e.g. "repeat customer", "posted a negative review"
- CONFIRM

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.