You get what you pay for.  It’s as true today as it’s ever been.  When you buy an inferior product, it will cost less at the outset, but often has a short warranty.  Sometimes a lesser brand will add a long or lifetime warranty to improve its image and ability to sell its products, which can make a purchasing decision a little more complicated.  Buying a product with a lifetime warranty can mean a higher cost at the outset, but provides a measure of comfort and reduced total cost of ownership over time.  Higher quality can mean lower cost, when you take a long view.

Recently we had three product failures that required us to make a claim on lifetime warranties.  Here’s what they were and what we experienced:

Child’s trundle bed frame from Charles P. Rogers.  We have a Marseilles iron trundle bed that is 10 years old.  A weld on the headboard broke as a result of years of kids bouncing on the bed.  The tab that holds the headboard onto the frame rails separated from the headboard.  The people on the phone at Charles P. Rogers were very nice, service-oriented and helpful.  They pledged to honor the warranty and gave me instructions to drop off the frame or ship it (at my cost).  It took me about six weeks to get around to shipping the headboard, and they actually called me to find out if I still needed service.  Finally, I got my tools and took the bed apart, and after  $100 or so in packing and shipping expense and about a week and a half later, the headboard was returned, major (kid inflicted) paint chips touched up and with a bottle of touch up paint.  I feel compelled to give this company an “A” for overall performance and good customer service experience.  http://www.charlesprogers.com/

Down comforter from The Company Store.  Linens manufactured in this catalog merchant’s La Crosse, WI facility are covered by a lifetime warranty.  Our seven-year-old down comforter’s fabric became brittle over the summer and ripped as we made the bed one morning.  A call to The Company Store 800-number (800-323-8000)

quickly reassured me that we’d get satisfaction.  Instructions were provided for where to send the comforter for evaluation.  $18 in shipping and off the comforter went.  Then nothing.  For four weeks there was no communication, so I called the 800-number and was told that it can take six to eight weeks for these claims to be completed.  About three weeks later, patience running thin (and winter chill setting in), I called again.  Being a bit persistent, I was transferred to a supervisor who after a bit of delay was able to look up our record and provide information.  We were being provided with a $199 gift card as our comforter was not repairable.  I was a little disappointed as the cost of a replacement comforter in the same size and quality (the exact style not being made anymore) is greater.  But I think you have to appreciate the willingness of this company to warranty linens for life.  We may end up spending another $120 or so to get our new comforter, but it’s a lot less than if we had no warranty.  If communication from The Company Store was better, I might give them an A, even though we have to go out-of-pocket for a replacement, but since they were so opaque about the whole thing, a “B” grade is in order.  http://www.thecompanystore.com/

Boiler by Burnham.  I noticed that the basement floor behind the boiler was wet, and we hadn’t had rain in some time (not that we have a wet basement generally, but I was immediately sure rain wasn’t in play).  Feeling the bottom of the boiler cabinet cover I felt wet insulation.  Removing the cover revealed the signs of a cracked boiler heat exchanger…water stains on the cast iron.  Watching the boiler fire up, I witnessed the water being expelled from the boiler, down the side and onto the floor.  It turns out that the boiler is covered by a lifetime warranty for just such an occurrence, and for the first 10 years the parts are replaced at no cost, followed by a pro-rated reimbursement over the next 15 years, the cost going up for a replacement at the rate of five percent per year, maxing out at 75 percent of the then-current retail cost for the boiler.  Thankfully, my wife never loses anything, and we were able to find the original installation invoice from our builder as well as the warranty information.  The plumber who installed the device 11 years ago was able to secure a replacement and perform the installation before the heating season set in.  We haven’t gotten the bill, but this one will be a little expensive as we have to pay labor for removal and installation of the boiler, including a five-man moving crew to haul these 500-pound beasts in and out of the basement and a full day for my plumber and his helper.  My oil company inspected the boiler during the fall and the technician made it clear that certain residential Burnham boilers have a reputation for failing and mine was one of them.  All in all, I give Burnham a C grade for standing behind its product with a warranty that probably saved me $5,000 for a replacement, even if it’s going to cost me perhaps half that much for the labor involved.  I would have given them an A if they recognized the failure as a series-wide issue and covered the labor as well.  Apparently there’s a law firm seeking to create a class-action lawsuit on the matter.  Maybe we’ll join it to try and recoup our costs for labor.  Stay tuned!  http://www.usboiler.net/