Service blues

Effectively managing the multi-billion dollar threat from product warranty and support abuse

PwC and the Alliance for Gray Market and Counterfeit Abatement (AGMA®) have highlighted a significant financial drain about which many companies remain unaware: abuse of warranty and product support entitlements ("warranty service abuse" or "entitlement abuse").

This paper delves into the warranty service abuse faced by the technology industry, analyzes the abuse worldwide and identifies opportunities for curbing the ongoing threats arising from this form of entitlement abuse.

•