A Session Spotlight on Warranty Clarity with Bridgestone’s James Kiriazes
At this year’s Vehicle Service & Warranty Lifecycle Summit, James Kiriazes — Director of Customer Quality Engineering at Bridgestone Americas — delivered a message that resonated across the entire warranty ecosystem:
“Warranty is one of the least enforced rules we deal with — and that puts us in a dangerous area.
When we innovate, automate, or introduce AI, we can’t forget the consumer’s legal rights and the commitments written into our warranty.”
As OEMs and suppliers accelerate digital transformation across service, claims, and quality management, James reminded the room that innovation cannot run ahead of accountability.
Technology may reshape workflows, but trust is built on clarity, consistency, and compliance.
Inside the Session: Decoding Warranty Terms
James’s session — “Decoding Warranty Terms: Rules, Regulations, and Practical Realities” — offered a grounded look at why warranty documentation looks the way it does, and why it matters.
Key points included:
Why most warranties are “limited.”
James explained the practical reasons manufacturers set defined boundaries around coverage — helping customers understand what is included, what is excluded, and why clarity is essential.
How disclosure expectations shape warranty language.
He discussed the factors that influence how warranty manuals are written, structured, and presented so they remain understandable and consistent.
How digital formats fit into existing expectations.
As warranty documentation moves online, James highlighted the importance of ensuring digital delivery remains aligned with required clarity and accessibility standards.
James emphasized that this was not a legal session, but a conversation about practical realities — the behind-the-scenes considerations that influence warranty documentation across the industry.
Innovation Must Never Outpace Compliance
James left the audience with a crucial challenge:
As we move faster, we must stay grounded.
AI, automation, and connected datasets are transforming warranty operations. But the commitments made in a warranty — and the expectations customers rely on — must guide transformation, not be overshadowed by it.
Innovation means progress.
Compliance protects trust.
Modern warranty strategy requires both.
Key Takeaway
As the industry races toward greater intelligence and efficiency, compliance and customer trust must remain the foundation.
- Innovation moves us forward.
- Compliance keeps us grounded.
- Warranty work demands both.
📺 Members can watch the full session inside MyWarrantyNetwork.
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