This assignment covers topics such as CHBA BC Code of Conduct, Warranty, Walk-through Inspection, Extended Warranties, Permitted Exclusions, Types of Dispute Resolution, and more.
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SERVICE & WARRANTY Assignment 2 Student Name: Student ID (if applicable): Course Date: Course City: Instructor Name: NOTE: Assignments must be submitted 2 weeks ahead of the in-class session to instructors via email. You can access your instructor’s email address directly within your student account under Classroom Session Information within each specific course.If you cannot locate this information, please email education@chbabc.org. Service & Warranty – Assignment 2 Page1
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CHBA BC CODE OF CONDUCT When you registered for this course, you agreed to adhere to the CHBA BC Education Honour Code. Initial this box to confirm your understanding that any form of academic dishonesty will not be tolerated. WARRANTY There are five benefits listed in the course as benefits of an “effective customer vision and service initiative” Your customer tells you that they trust you completely and want to save the cost of taking out the Home Warranty Program.How would you respond? 1.Give the customer a full credit 2.Split the savings with the customer on a 50/50 basis 3.Other (Please explain below) I would try to explain to the customer the importance of having a home warranty program. For example, I would explain how it would save him or her a lot of trouble in the future. This is because having a warranty would ensure that services such as necessary repairs like plumbing or electrical maintenance are solved without huge expenses as compared to external contractors. This would allow the customer to make a choice unbiased by understanding the options available. WALK-THROUGH INSPECTION Service & Warranty – Assignment 2 Page2
Your employees think that the company walk-through inspection is a waste of time as you will pick up all the items that need “corrections” during the customer walk- through. You are doubling up on the work. Write a short script on how you would reply to them. (no more than 60 words) Great customer experience and satisfaction is important, and therefore by carrying out the inspection, the customer will be able to understand the operability of the house components, responsibilities for maintenance and problems with the property. This will build more confidence and trust in us hence satisfying our objective. Also, the problems identified will be fixed following the customer's requirements. EXTENDED WARRANTIES Extended warranties can be offered to your customers. Identify three reasons why you would offer these. 1.To ensure coverage of accidental damage of expensive homes components or protection from normal wear and tear. 2.To provide clients with peace of mind by offering them freedom from costly or unexpected repairs. 3.Customers who are not good at matching up with routine maintenance and are willing to incur the extra cost.1 1Michael O'Reilly, "The Construction Contract" (2007) 2007(1)Construction Law Handbook. 15 Service & Warranty – Assignment 2 Page3
PERMITTED EXCLUSIONS The course identifies some general permitted exclusions such as landscaping, non- residential detached structures and septic tanks. Are there any defects to the structure itself that could be excluded:YesNo If you answered yes, please identify five: In construction, there are claims that could be excluded. This is because the law distinguishes between complex defects and claims. Complex defects range from the structural integrity of buildings or foundational issues.2However, defect claims that can be excluded include; 1.Squeaking floors. 2.Normal wear and tear. 3.Conditions resulting in lack of maintenance. 4.Defects caused by the customer. 5.Defects can also be excluded when the contractor is indemnified. 2Michael O'Reilly, "The Construction Contract" (2007) 2007(1)Construction Law Handbook. 25 Service & Warranty – Assignment 2 Page4
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TYPES OF DISPUTE RESOLUTION List the four types of dispute resolution identified in the course: 1.Litigation.3 2.Mediation. 3.Arbitration. 4.Negotiation. DISPUTE If you get into a dispute with your customer over a relatively simple matter and you can’t resolve it with them, which process would you prefer to use for resolution?In case of a dispute with a customer, I would opt for mediation. List four reasons why you chose that form of resolution, two from your perspective and two from the customer’s perspective: My perspective 1.This method allows each party to understand the others party’s view clearly through the help of a mediator.4 2.It’s also less complicated and has high chances to reach an agreeable solution since the result is not imposed by a judge. Customer’s perspective 1.It's more confidential and flexible. 3Gregory S. Martin and Allen J. Thompson, "Effective Management of Construction Dispute Resolution" (2011) 3(2)Journal of Legal Affairs and Dispute Resolution in Engineering and Construction. 35 4Ibid 56 Service & Warranty – Assignment 2 Page5
Martin, Gregory S. and Allen J. Thompson, "Effective Management of Construction Dispute Resolution"(2011) 3(2)Journal of Legal Affairs and Dispute Resolution in Engineering and Construction 68 O'Reilly, Michael, "The Construction Contract" (2007) 2007(1)Construction Law Handbook. 65 Service & Warranty – Assignment 2 Page7