Note: Descriptions are shown in the official language in which they were submitted.
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WARRANTY RETENTION SYSTEM
TECHNICAL FIELD
This invention is related to the field of the collection and management of
consumer data. In particular, the system collects customer names, contact
information, and what products are purchased, and in exchange provides
customers
with warranty information about the purchased products.
BACKGROUND
Consumers are generally aware that a manufacturer's warranty and product
registration information is often included with various products available for
purchase. Product registration is typically in printed format that the
purchaser can fill
out by hand and send in to the manufacturer by mail. As an alternative, some
manufacturers (typically high end electronic manufacturers) may allow the
purchaser
to register the product online.
Various systems have been developed to optimize electronic management of
warranty related information.
U.S. Patent 6,031,621 refers to an information system used to improve the
efficiency and accuracy of the collection of information for warranty database
for
printers. Information is collected from the printer by printing a self-test
page
including the bar code, reading the bar code using a bar code reading utility,
and
storing the data on the hard disk drive of the computer system. At a later
time, the
data is transferred to the warranty database over a communications link such
as a
modem.
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U.S. Patent 6,934,686 refers to a warranty transaction system that has a user
interface that receives a warranty request from a customer that indicates an
item a
customer desires to cover under a warranty. The system generates one or more
warranty packages that are consistent with the warranty request. The user
interface
(32) communicates the warranty packages to the customer computer, receives a
selection of at least one warranty package from the customer computer, and
communicates the selected warranty package to one or more warranty provider
computers using the communications network.
U.S. Patent publication 2004/0215484 Al refers to a method for extending the
warranty on a first good by purchasing additional, related goods. It involves
determining the cost per unit time of the warranty extension for the first
good.
Information about at least one other good related to the first good is
received, and in a
dollar amount corresponding to such related good is determined based on such
information. A warranty reminder is presented to a customer without the
customer
having to actively seek out information that would otherwise trigger the
offer.
U.S. Patent publication 2003/0061104 Al refers to an internet based warranty
and repair service. Warranty support for purchased products is provided by an
electronic warranty administrator that maintains several databases. A first
database
identifies customers, either individuals or corporate entities having
warrantied
products. A second database identifies the manufacturers of those products.
The
warranty administrator coordinates between the customer, the manufacturer and
a
service provider to provide warranty repairs. The manufacturer remains in the
repair
process and thereby gains valuable information about the long term
satisfaction of the
customers. The warranty administrator also provides the manufacturer with a
means
to contact the customer about other products, product recalls and affinity
programs to
promote brand loyalty.
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The invention described here compiles warranty and purchase information for
multiple products owned by each customer.
SUMMARY OF THE INVENTION
This invention provides data processing and storage systems that constitute a
central repository where customers may access warranty information about
products
they have purchased, even for things purchased from different vendors. At the
option
of the manager of the system, the information can be mined with a view to
promoting
the sale of accessories and extended warranties, or for creating demographic
profiles
for promoting the sale of other goods and services.
The electronic or computerized warranty retention system of the invention
generally is constructed so as to provide several of the following elements in
combination:
= a database containing information on warranties for multiple products
(often from different manufacturers);
= a means (such as an internet portal) by which each customer may access
warranty information for products they have purchased;
= a database containing information on customers who have each purchased
one or more products (often from different stores), and which of the
products each customer has purchased;
= a means for receiving customer information and which of the products such
customer has purchased when the purchase is made in the store; and
= a processor that updates the customer database with the information
received.
The system may have a scanner that reads customer member identifier from an
identity card, and/or a scanner that reads product identifying information
from
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packaging of the product. The customer database is typically updated with
information received when a customer accesses warranty information for one or
more
of the products they have purchased, with name and contact information.
The system can also have a means by which customers who have purchased a
particular product may be sent updated warranty or other information about
that
product, for example, by e-mail. The system may be set up for calculating or
retrieving demographic information on customers in the customer database, such
as
information about what type of customer buys a particular warrantied product.
The
demographic information may include information about what other products
customers buy before or after they buy a particular warrantied product.
Another embodiment of the invention is a scanner for obtaining identifying
information for a customer purchasing a warrantied product where it is
purchased in
a store, which reads a customer member identifier contained in or on an
identity card
carried by the customer. Another embodiment of the invention is an identity
card
suitable for carrying by a customer, and having a scanner-readable customer
member
identifier.
Other embodiments of the invention are methods for compiling data from
customers purchasing warrantied products. In the first instance, this
typically
involves:
= receiving customer identifying information and product identifying
information when the purchase is made at a store;
= receiving additional information about the customer when the customer
seeks warranty information about the product purchased; and then
= storing the customer information along with information about what
product the customer purchased.
For subsequent purchases, the method typically involves:
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= receiving customer identifying information and product identifying
information at the time of purchase in a similar fashion, but then
= identifying the customer as someone whose personal information is already
stored in the system following a previous purchase; and
= storing information about what subsequent product the same customer has
now purchased.
Optionally, the system can be set up to collect from the customer a fee when
the
customer identifying information is received upon purchase of a product, or
when the
additional information is received when the customer accesses the warranty
database
over the internet.
The invention also includes a method for providing a customer with warranty
information about a product they purchased, or a copy of the sales receipt
upon
request. The system can also assist a customer to return a product to a
manufacturer
for warranty repair, by letting the manufacturer know that a consumer desires
to
return the product for repair, and/or providing the consumer with shipping
documents.
From the point of view of the manufacturer or wholesale vendor, the invention
can be used to promote the sale to a consumer of an extended warranty for a
pout they
have already purchased. It can also be used for upselling or cross-selling
other
products or services to customers who have purchased a warrantied product.
Demographic information can be compiled from the customer and purchase data
that
is stored, categorizing customers on the basis of products they have
purchased, or on
the basis of their age, income, or other personal information. The data can be
used for
promoting the sale of other products or services to customers who match a
particular
demographic profile.
Other embodiments of the invention will be apparent from the description that
follows.
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DRAWINGS
Figure 1 is a flowchart of various steps the prototype system uses to
accumulate
and process data, and to provide data back to customers.
Figures 2-5 are images of a website through which a customer may access
product and/or warranty information through over the internet. Figure 2 shows
the
home page or "dashboard".
Figure 3 shows the products history screen.
Figure 4 shows the receipt detail screen.
Figure 5 shows the products and warranty detail screen for a particular
product.
DETAILED DESCRIPTION
This disclosure describes for the first time a system and method for
accumulating purchase and warranty information, to the benefit of consumers,
retail
vendors, and manufacturers. In a working prototype of the invention, customers
are
given a membership card when they purchase a first warrantied product. Each
time
the customer buys a warrantied product, information on the item purchased is
sent to
the system's data processor and storage unit.
One of the benefits of the invention is to provide a way for consumers to have
ready and centralized access to warranty information throughout the warranty
period
of each of the products they purchase, and facilitate return of each product
to the
manufacturer for warranty repair. With the current paper-based product
registration
and warranty practice most common in the marketplace, consumers often lose or
misplace their product purchase receipts; and rarely fill out and mail the
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manufacturer's warranty information or the product registration cards. Filling
out
and forwarding the manufacturer's warranty information or product registration
card
is regarded by consumers as a nuisance. However, they have difficulty getting
warranty repairs if they lose a purchase receipt or throw out the product and
warranty
registration cards with the product packaging. When the product needs repair,
they
may not know if it is still under warranty, and they may not be able to return
it
without the sales receipt.
Another benefit of the invention is comes from the accumulation and mining of
purchase information from customers buying products made by different
manufacturers and sold by different vendors. Demographic data about retail
purchases are valuable to manufacturing and marketing firms - it provides
information for upselling and cross-selling to consumers who previously
purchased
particular products or product groups. Demographic data is collected by
loyalty
programs such as Air MilesTM and Alliance Data, and by credit card companies
such as
VisaTM and American ExpressTM. However, previous to the making of the
invention
described here, there was no widespread system for collecting such data from
customers storing or accessing warranty information on products purchased from
multiple retailers.
Collecting purchase information
The warranty retention system of this invention has a database containing
information on customers who have each purchased products from various stores
or
vending establishments.
A customer is identified by the system by way of a "customer member
identifier". The term refers to a unique code (such as a series of digits,
combination of
digits and letters, or electronic configuration) that may be used to identify
a purchaser
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of a warrantied product by the system. The code is typically assigned to a
customer at
or around the time they make the purchase of a first warrantied product to be
recorded, by giving them an identification card or other suitable portable
device. As
an alternative to an actual membership card or other device that is carried
separately
by the consumer, the code can be stored on a general or multipurpose PDA,
microcomputer, or other personal data holder that the customer often travels
with and
uses for a variety of personal and/or business purposes.
In general use, at or around the time of each purchase to be recorded, the
customer member identifier is detected and conveyed to the system. This can be
done
by manual entry by someone at the retail establishment, but is preferably done
by way
of a "scanner". This refers to a device that is adapted to read the customer
member
identifier in whatever form it is carried by the customer. For example, if the
customer
carries a membership card or other portable device specially issued for
registration
with the warranty retention system of the invention, the customer member
identifier
may be displayed by way of a bar code or other optically scannable pattern, or
it may
be encoded in a microchip, RFID chip or other electronically scannable
element.
Also conveyed to the system is information about the purchase made:
specifically, identity of the product (e.g., by SKU, product description, or
other
product identifier), along with other information, such as the quantity
purchased,
purchase price, and other products purchased at the same time (possibly
including
other warrantied products, and products, accessories, or services not covered
by
warranty).
Upon receiving these data, the system stores the data in such a fashion that
information on each of the purchases made by the same customer is associated
with
the customer member identifier.
A system according to this invention may be referred to as "electronic" if the
listed components interact together in day-to-day operation without needing
human
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involvement, except to input or receive data or information. Similarly, a
method
according to this invention may be referred to as "computerized" if the listed
steps are
conducted in and proceed one to another in the usual course of business
without
human involvement, except to input or receive data or information.
The term "store" as used in this disclosure means a real-life store (i.e., not
an
electronic or internet-based vending system), where the customer actually
inspects
and/or receives a product at or around the time they make arrangements to pay
for it.
Payment can optionally be made electronically (e.g., by credit card), and what
is sold
may be any vendible product, including computer software. However, the store
will
have a physical location to which the customer travels in order to make the
purchase.
This invention was originally designed to collect data from different stores
as defined
above, which means a plurality of stores in different physical locations and
not owned
or controlled partially or in their entirety by the same corporate entity.
However, for
other embodiments of the invention, the warranty system may be implemented
mutatis mutandis within a particular chain of stores, or for internet based
vending
services that don't qualify under the term "store" as defined above.
Throughout this disclosure and the claims, reference to person(s) in the
second-
person plural "them" and "their" may refer to a single person of either
gender, or a
plurality of persons, or either a single or a plurality of persons in the
alternative, to the
extent that is consistent with the context in which the term is used.
Reference to
choices in the alternative (e.g., "warranty or other information") includes as
alternatives each of the choices individually (e.g., either warranty
information or other
information), and a plurality of any or all of the choices given to the extent
allowable
by the nature and context of the choices listed (e.g., both warranty and other
information).
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Access of information by customers and updating the database
After purchase information is stored in the customer database, the customer is
provided with a means to access information on the database related to their
own
purchases. This may be through a dedicated access terminal, but is more
typically an
internet or other general communications network to which both the customer
and the
warranty system are connected.
The first time the customer accesses the system, they are identified by their
assigned customer member identifier, and may be assigned a password for future
access. While in access mode at the outset or at a later time, the customer
may have
the ability to correct, augment, or update personal information: for example,
with
their full name, contact information (address, phone number, and e-mail), and
demographic features like age, income, occupations, purchase preferences, and
interests. They may also have an opportunity to upload information on other
products they own, which may or may not be subject to a warranty already
stored on
the system.
Upon accessing the system the customer can retrieve information about the
various purchases they have made. For example, the access site may provide the
customer with a list of purchases and the retail establishment(s) where they
were
made. For each purchase transaction, there may be a list of items purchased at
the
same time, the number of each item purchased, the price paid, SKU, a
description, and
an image of each product. For each product, the system may provide from the
warranty database information about the warranty applying to the product, the
terms
of the warranty, and the number of days left that the warranty is in place.
The
customer may be provided with the ability to print out various lists, warranty
terms,
and copies of sales receipts. For products under warranty, the system may
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printable image of a package label for shipping the product to the
manufacturer for
repair.
When the customer makes a subsequent purchase at the same store, or at
another store connected to the same warranty retention system, they can
provide the
same identity card or device to the vendor. This enables the vendor to convey
information about the subsequent purchase to the system, and associate the
information with the customer's account. The customer database is updated
accordingly, and purchase and warranty information pertaining to the second
transaction will be available and tabulated when the customer next logs into
the access
site. In the event that the customer is issued a second identity card at the
time of a
subsequent purchase, they may be given an opportunity when they next access
the
system to consolidate the two accounts. The access site may also give the
customer an
opportunity to input data on purchases of warrantied products made at stores
when
they were not carrying their identity card, or made by phone or over the
internet, and
receive warranty information about such products.
Use of the system by suppliers
The system may be set up as a marketing vehicle for extended warranties,
product accessories, and other products and services. For example, the
customer
access site may display ad copy, optionally tailored to the customer's
preference in
view of their personal information or products they have purchased. The system
may
also have a communication means (such as an e-mail sending function or a
postal mail
generator) that sends such information to the customer by way of their
recorded
contact information. In keeping with the focus of the system on warranty
information,
the customer may be sent e-mail reminders of warranties that are about to
expire or
that have expired recently, with an offer to extend the warranty for an
additional
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period. Ads displayed on the access site and e-mail sent to the customer may
optionally have a link or portal to an internet-based product purchasing
system where
the customer may purchase the promoted product, service, or warranty being
promoted.
If desired by the product suppliers and authorized by the customer,
information about purchases can be sent by the system to each of the
suppliers: for
example, to register purchase of the product and activate the warranty, to let
the
manufacturers know about defects or repairs needed, or to solicit help in
setting up or
using the product.
After accumulating information from a substantial customer base, the database
will be a trove of valuable information for target marketing. Thus, the system
may
have a means for calculating or retrieving demographic information on
customers in
the customer database. For example, demographic information may be compiled
from
the database categorizing customers who have purchased a particular warrantied
product on the basis of other products they have purchased, or on the basis of
their
age, income, or other personal data. The demographic information can then be
used to
send promotional information about other products or services to customers
categorized according to any of these criteria.
The system may be used as a profit center by implementing one or more of the
following fees. Of course, each of the fees is optional, and implemented at
the
discretion of the system owner or administrator.
= a fee to the store for hookup to the system or on a periodic (e.g., monthly)
basis
= a fee to the customer or the store upon receiving the identity card, or upon
conveying information about each purchase transaction to the system;
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= a fee to the customer or the store upon accessing the system through the
internet, upon retrieving warranty information, or on a periodic (e.g.,
annual)
basis;
= a fee to product manufacturers and distributors for displaying information
or
advertisements about enhanced warranties, accessories, and other products and
services on the access website;
= a fee to product manufacturers and distributors for sending customers e-mail
or
other communications about enhanced warranties, accessories, and other
products and services;
= a fee to product manufacturers and distributors for each instance where a
customer purchases an enhanced warranty, accessory, or other product or
service as a consequence of being provided with relevant information through
the access portal or by e-mail; or
= a fee to product manufacturers and distributors for demographic purchaser or
ownership information culled from the customer database.
EXAMPLES
Example 1: Accumulating purchase data
A prototype working embodiment incorporating features of the invention are
being developed under the marks MyWarrantyTM and MyWarranty.COmTM. The
prototype provides a set of technologies and processes that allow retail
customers to
store, and ultimately utilize purchase receipts and product information by way
of a
single online interface accessible over the internet.
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Figure 1 is a flowchart of various steps the prototype system uses to
accumulate
and process data, and to provide data back to customers.
During the checkout process a customer will be offered free of charge a very
thin plastic MyWarranty.com membership card which will contain both a serial
ID
and pin number, similar to an Air MilesTM card. The customer will keep and re-
use
their membership card when they shop at any participating retailers powered by
MyWarranty.com. Before requesting final payment for products, the cashier will
be
trained to properly request if the customer would like his/her products
registered on
MyWarranty.com for $0.99. The membership card will then be scanned and an SKU
attached to the $0.99 fee will be recorded.
The information will be parsed exactly like Air MilesTM data recording system,
and the electronic records are sent back to MyWarranty.com. The customer can
then
go to the website and log in using their unique pin ID to verify the
product(s) that
he/she purchased. The customer will then be able to view product pictures,
information, receipt information and everything about their products
warranties'
terms and conditions. By way of illustration, if a customer's vacuum breaks 18
months
after purchase, they will be able to login, find the vacuum, find out there is
6 months
left in the life of the warranty, and be provided with the exact address for
service.
This system provides a proof of purchase that is separate from the original
sales
receipt.
Customer data is accumulated and processed as follows:
1. Point of Purchase Bar code Scan
At the point of purchase a customer will be asked if they have a MyWarranty
card or account. If the customer does not already have a card, the cashier
will hand
them one at this time. The cashier then scans the MyWarranty.com card after he
or she
has finished scanning in the customer's purchases. The act of scanning the
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MyWarranty.com bar code will allow the unique 12 digit serial account number
to be
attached to the customers receipt in the retailer's point of sale (POS)
system.
II. Data Integration, Transformation, and Storage
Before a customer can view and utilize their purchase information, that data
must be retrieved from, or sent from the retailers computer systems to
MyWarranty.
The transmission of this data will happen in a real time manner or be
performed on
some kind of schedule. In either case, the process will proceed as follows.
First, raw
retailer data is sent to MyWarranty.com computer systems (only purchase data
that is
tagged with the MyWarranty unique serial numbers will be transmitted). The raw
retailer data is then transformed into the proprietary MyWarranty data model.
This
allows customers to view and utilize all of their purchase receipts and
product
information regardless of which retailer they used.
III. Adding to the Retailer Data
MyWarranty.com will also get customers to add to the data received from the
retail partners, creating an entirely new subset of data that can be mined and
utilized
by MyWarranty.com and its ancillary services. Important data collected from
customers by MyWarranty.com will be their profile information. This customer
information will include any or all of the following:
= First and Last Name
= Physical Address
= e-mail Address
= Phone Numbers (Home, Work, Cell, and/or Fax)
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Example 2: Using the data
Once the data has been transformed and aggregated with the MyWarranty
collected data, a customer may log in to their account and perform the
following
actions:
1. View all past purchases (receipts) organized by retailer, by date, and/or
by total
money spent, by quantity, by return policy terms and conditions, by
manufacturer warranty terms and conditions, or by policies and term
expiration dates.
2. View individual detailed product information such as but not limited to:
product name; description; product specification; manufacturer product
images; or terms, conditions and start/end dates for product warranties,
retailer
policies, and extended warranties.
3. Create, update, and delete e-mail notifications (alerts) for the following
use
cases:
= Notify customer when a receipt is no longer valid at the retailer for the
purposes of returning product.
= Notify customer of expiration dates pertaining to manufacturer
warranties and extended warranties
= Notify customer when new purchases are now available in their account.
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4. Upload additional data for products stored in customer account such as
photographs of products in customer's home, location the product is stored or
kept. The customer may also flag product to indicate that product is no longer
owned by customer.
5. Perform additional actions related to products stored in customers
MyWarranty
Account, such as:
= Initiate transfer of product to another person by e-mail. Similar to e-mail
money transfers in process.
= Initiate sale of product on eBay.
= Show Up-Sell and Cross-Sell products from partner retailers' online
stores.
Example 3: Internet-based user interface
In the prototype MyWarranty registration system, the customer may access
information about purchased products and their warranties through the website
MyWarranty.comTM
Figure 2 shows the opening screen or "dashboard" of the on-line portal. Listed
is a summary of warranties about to expire (with the remaining period),
scheduled e-
mail alerts, recent products purchased (and the name of the vendor), and the
latest 10
receipts (with the vendor, purchase date, number of items, and price or
total).
Submenus are receipts, warranties, e-mail alerts, and profile. Through the
profile
screen, the consumer may input or update contact information, access
passwords, and
other personal information.
Figure 3 shows the products history screen. Each product is shown with the
product name, quantity, purchase date, price paid, and retail vendor. There
are
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directly links through to the receipt and the warranty for each product, with
optional
links to product reviews and accessories.
Figure 4 shows the receipt detail screen. Listed are products purchased at the
same time at the same place, the SKU (stock keeping unit), and the price paid
for each
item.
Figure 5 shows the products and warranty detail screen for a warrantied
camera. Below the product summary is detailed product information. Also
displayed
are any and all warranties that pertain to the product still in effect, the
start and end
date, and the terms and conditions of the warranty.
Example 4: Attributes of the system
Potential benefits of this prototype system to the consumer include the
following:
= No more digging for lost receipts or product information; stay organized;
= Can reprint lost receipts;
= Keep track of all purchased products forever;
= No more wondering if a product is under warranty - when a product breaks,
user logs on, finds product and checks warranty;
= View any extended warranties;
= View all product information and details;
= Benefit from receipt expiration reminders;
= Benefit from product warranty expiration reminders;
= Database could export into ExcelTM spreadsheet format for insurance proof of
loss;
= View product manufacturer information and contact information for product
returns.
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Potential benefits of this prototype system to retail vendors, manufacturers,
and the
system manager include the following:
= The $0.99 user fee per transaction translates into potentially tens of
millions of
dollars in annual revenue;
= Increase revenue during economic turndown;
= Can immediately target shopper with affiliate sales once user logs in;
= Can maintain continuous contact with shopper for years post-sale, to target
exact product accessories, exact product upsells, and related products;
= Decreased customer service costs;
= No up front cost to retailers to participate;
= Can advertise to millions of registered shoppers at once with ads relevant
to
products they already purchased;
= Benefit from happier customers who have immediate product information;
= Benefit from happier customers who have immediate access to information,
terms and conditions of their product's warranties;
= The retailer will benefit from demographics and from a wealth of shopper
data
that is collected by MyWarranty.com that could be used to market to their
customers.
The products, systems, services, and their use as described in this disclosure
can be
modified effectively by routine experimentation and analysis without departing
from
the spirit of the invention embodied in the claims that follow.
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