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Originally Posted by taco.vidal
Companies that sell big ticket items especially have the problem of setting precedent that could cost them more dollars in the future. Lets say they fix Polak's damages even if any warranty expired. Then another purchaser has some sort of issue with their condo. That purchaser finds out that Truman paid for Polak's damages. That purchaser can take Truman to court and use as evidence that it is Truman's practice to honor the warranty or pay for damages outside of the first year.
It also potentially exposes Truman to liabilty issues going forward if they fix the problem because it can imply negligence on their part.
Truman handled the initial interaction with Polak poorly but from a legal perspective their actions make sense. This isnt a situation like when a restaurant comps part of your meal because your entre was over or undercooked. It could have big dollar ramifications.
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I don't know, I think what sets a company apart is the after sale service. People (customers) understand that things happen, but within reason what can be done to make them happy. Obviously this isn't black and white. But I think its pretty simple. Should your sink fall out of its freakin hole? Probably not, like ever. Let alone the first 15 months. Then lets get it fixed.
There a number of things that can go wrong with a living space that could result in the company saying, "Sorry, but your coverage has expired." Which while annoying, would be reasonable. I don't think a sink falling out is one of them.
It seems there are 2 separate fights here. One is Truman owning up to a flaw in the build. Two is how hilarious a 1 year new home warranty is. You can get a set of ear buds from Bestbuy with more warranty than that.
Perhaps the counter argument is that the warranty is meant to protect you against shoddy workmanship. So now that it has expired, too bad! Which brings us back full circle to the realization that you shouldn't buy from Truman Homes.