"Excellent publication which explains in detail the opportunities and pitfalls encountered with managing a global service operation. A must read for anyone that is responsible for warranty management. I have used these principles while employed at several different consumer electronics manufacturers and the savings have been astounding."

"Considering the amount of money that companies invest in warranties it is surprising that a seminal book on the subject of warranty fraud hasn't existed previously. Thankfully, the deep knowledge and experience of the three authors in this subject has been harnessed in this book and any person involved in warranty management can benefit from that on a continual basis."

"After 20 years of managing warranty I have seen almost all the tricks companies and people use to deliberately abuse the system. If you are responsible for warranty and you want to know what best practice is, then this is definitely a book to read. Fraud is significant within the OEM/ OE world; you need to know what the full extent is and what you can do to minimize it. A great insight and contribution toward this subject."

"Just another book about Service issues? Definitely not! This book has the ability to become a real benchmark to all people affected by the outcomes of fraud. It is of value for both theoretical people and practitioners."

"Management of the after-market has become ever-increasingly important for global supply chains. This has raised service management and warranty management to be among the major topics in today's supply chain discussions. This book provides tremendous insight into one of the dark corners of Supply Chain, and I can strongly commend it for its clarity, depth, and insight. Getting this right can save significant costs, without a negative impact on customer experience."