November 29, 2005 |
ISSN 1550-9214 |
Aerospace Warranties:The makers of airplanes and jet engines seem to spend much less on warranty than do the makers of automobiles, PCs, or appliances. Having airlines with their own mechanics as customers helps, but so does the emphasis on safety and schedules.With all the attention given to automotive and computer warranties, it's easy to overlook the aerospace industry. For while automotive OEMs and parts suppliers account for roughly 45% of total warranty outlays and computer manufacturers account for another 20%, some 70 aerospace manufacturers together account for only around 5% or 6% of the $25 billion spent annually on warranty claims. The reason we can't be more exact is because some of the largest aerospace manufacturers also are either appliance or automotive manufacturers. For instance, in last week's issue we looked at the warranty track records of some of the top appliance, heating and air conditioning manufacturers, including United Technologies (for Carrier), and Honeywell International (for its building sensors and heating systems). This week, we're counting them again as aerospace manufacturers. Two weeks ago, we looked at the warranty track record of automotive OEMs, including Textron Inc., makers of riding lawn mowers, personnel carriers, and golf carts. This week, we look at Textron again, except this time it's because of their helicopters and airplanes. It's not so much a double count as it is an inability to segment the warranty totals of large and diversified manufacturers. While they always typically reveal the revenue totals and sometimes also the profitability of each of their divisions, they typically provide only one overall number for warranty spending. Any division by us would be arbitrary and probably incorrect. For, as we are about to see, the warranty expenses generated by airplanes are different than those generated by air conditioners. The most obvious difference is in the size, cost, and complexity of the product. Your typical business jet will cost thousands of times as much as a passenger car. It will be built to exacting standards under which failures are not an option. Perfectly good parts are frequently replaced on jets simply because it's time to do so, long before the component has a chance to fail during a flight. The other major difference is the sophistication of the customer. Most of the customers are in the service business, transporting people and products by air. Fuel is now expensive and profits have become elusive. Therefore, the priority is to keep flying, and to keep downtime to a minimum. They even have a special code for a parts emergency: an AOG, short for Airplane on the Ground. Customer Self-RepairsMost airlines and fleet operators fix their own jets, pre-positioning their own inventories of spare parts precisely to avoid an AOG. Most times the fleet operators also do their own warranty work, for which they then bill the manufacturer. To some extent this mirrors practices in the trucking industry. And while some consumer-facing industries such as home computers have introduced customer self-repairs in some circumstances, it would be most unusual for the manufacturer to pay the consumer for his labor. In the airline industry it's expected. Warranty Week has gathered together the warranty expenditures reported by 70 U.S.-based manufacturers of all kinds of aeronautical equipment, satellite systems, navigational equipment, communications gear, passenger entertainment systems, and various other airborne vehicle products. We've included the manufacturers of the fuselage, the engines, the avionics, and the interiors, each of whose warranty is provided separately to the customer. The worldwide warranty expenses of commercial aviation products from Boeing, Cessna, and Gulfstream are definitely included, but the foreign-owned manufacturers of Learjet (Canada), Embraer (Brazil) and Airbus (Europe) products are not. We'd also like to say we've included much of the defense industry, except the Pentagon typically uses other means besides warranties to make sure its equipment is always functional. Therefore, major defense contractors such as Lockheed Martin Corp. and Northrop Grumman Corp. report no warranty expenses at all, despite their combined $60 billion in annual revenue. For others, government work accounts for a majority of revenue, but they still report at least some product warranties coming from the commercial side of the house. If the chart below looks familiar, it's because two of the major manufacturers appeared in last week's appliance industry roundup. In fact, we used the same color codes for both of them: United Technologies is once again red and Honeywell is once again yellow. But this week, Boeing is in blue, and Textron is in green. The orange slice represents avionics maker Rockwell Collins Inc. The teal segment is Goodrich Corp. The navy blue slice is General Dynamics (Gulfstream), and the bright pink slice is Raytheon Co. And then there are the 62 other slices that are simply too thin to see individually. Top U.S.-based Aerospace Manufacturers |
Back to Part Three | Go to Part Five |
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This Week’s Warranty Week Headlines | ||
Discount retailer Costco is selling Dell desktops and notebooks with a three-year warranty. CNET News.com, November 29, 2005 | ||
Analyst sees Best Buy's "Geek Squad" as an advantage vs. Wal-Mart when selling extended warranties. St. Paul Pioneer Press, November 29, 2005 | ||
Nassau County Consumer Affairs Department reports a 350% increase this year in complaints regarding Sears. WABC-TV New York, November 28, 2005 | ||
Domestic & General Group plc reports higher extended warranty revenues and lower claims rates for half-year ended Sept. 30. Press Release, November 28, 2005 (PDF file) | ||
New York Attorney General won't press criminal charges against AIG's Maurice "Hank" Greenberg. Bloomberg News, November 25, 2005 | ||
More Warranty Headlines below |
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Warranty Headlines (cont’d) | ||
Asus enters the UK LCD monitor market with a one-year "zero bright dot" warranty. PC Pro, November 24, 2005 | ||
Palm Inc. shareholder Sagio Investments urges company to cut its warranty costs. PDA News, November 23, 2005 | ||
Carfax now offers a free flood damaged vehicle lookup service on its Web site. Decatur (IL) Herald & Review, November 18, 2005 | ||
Intel says computer chips causing problems in China are counterfeits. People's Daily, November 18, 2005 | ||
Arizona homeowners unhappy with First American Home Warranty's claims resolution process. KPHO Phoenix, November 18, 2005 | ||
More Warranty Headlines below |
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Warranty Headlines (cont’d) | ||
Bombardier service center opens at the Dubai airport, to provide regional maintenance and warranty services for Learjet. AME Info, November 19, 2005 | ||
Chrysler to lengthen warranties from three to five years and give away free gas with purchases until Jan. 3. Associated Press, November 17, 2005 | ||
GM, Ford and Chrysler compete with new rebates and promotions, including longer warranties. CNN Money, November 21, 2005 | ||
Sanyo Canada equips new LCD home theatre projector with a three-year warranty. Press Release, November 17, 2005 | ||
Norsat International lengthens its microwave equipment warranties to three years. Press Release, November 16, 2005 | ||
More Warranty Headlines below |
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Warranty Headlines (cont’d) | ||
Hewlett-Packard receives the J.D. Power and Associates Certified Technology Service and Support certification for its customer service. Press Release, November 16, 2005 | ||
PA Attorney General sues Oleg and Angela Shtutman of Value Kia for numerous violations, including not honoring used car warranties. Press Release, November 15, 2005 | ||
N.E.W. Customer Service Companies wins a 2006 International CES Innovations Design and Engineering Award for its Warranty Minder Web portal. Press Release, November 15, 2005 | ||
Aon Corp. considers selling its warranty, credit insurance and property & casualty underwriting businesses. Press Release, November 15, 2005 | ||
Volvo agrees with the California Air Resources Board to lengthen the warranty on faulty throttles from seven to 10 years. Associated Press, November 15, 2005 | ||
More Warranty Headlines below |
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Warranty Headlines (cont’d) | ||
Wal-Mart Stores reports $69 million in product warranty program expenses in quarter ending Oct. 31. Press Release, November 14, 2005 | ||
IBM opening a new warranty repair center for its tape drives in Singapore. Channel News Asia, November 14, 2005 | ||
Warrantech Corp. appoints David J. Workman president of the companys consumer product services division. Press Release, November 14, 2005 | ||
Consumer advocate suggests scaning or copying recepits printed on thermal paper before they fade. Richmond Times-Dispatch, November 13, 2005 | ||
SmashMyiPod.com crew buys an iPod, declines the extended warranty, and crushes it in front of the salesman. Globe and Mail, November 12, 2005 | ||
More Warranty Headlines below |
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Warranty Headlines (cont’d) | ||
AMR Research seeks participants for a survey examining the management of parts returns and the use of warranty data. Online Posting, November 11, 2005 | ||
A.M. Best Co. affirms the B++ (Very Good) rating of Aon's UK underwriter, London General Insurance Co. Ltd. Press Release, November 11, 2005 | ||
By selling discounted extended warranties, Wal-Mart is attacking the business model of Circuit City and Best Buy. Business Week, November 10, 2005 | ||
Ultimate Warranty Corp. agrees to offer its automotive aftermarket products through the eMenu interface of DealerTrack Aftermarket Services. Press Release, November 10, 2005 | ||
J.D. Power and Associates' 2005 Major Home Appliance Study ranks KitchenAid and Samsung highest in customer satifaction for dishwashers, ovens and refrigerators. Press Release, November 9, 2005 | ||
More Warranty Headlines below |
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