One of my favorite stories about customer service comes from Nordstrom.
A lady comes into Nordstrom and asks for a refund because she is dissatisfied with a car tire she bought there. The clerk immediately refunds her the amount she "paid". Nordstroms, the upscale department store, has never sold car tires.
On Saturday I called Crocs. A pair of their wonderful shoes had worn out prematurely...in my opinion. Each shoe had a hole after ~90 days of wear. The clerk who answered the call confirmed my purchase online through their systems and immediately offered to send me a replacement pair of Crocs. After my short description of my problem, he only asked my name and then offered the replacements. No questions or comments from the clerk. The perfect customer experience.
Turns out that Crocs has a product warranty policy. I did not know that before I called or I would have researched it beforehand. The clerk from Crocs never mentioned the warranty. Why did the clerk not mention the warranty? Answer: I have a better customer experience. The call was like two people just discussing an issue, with no need for legal mumbo jumbo. Just two reasonable people solving a problem.
Makes one wonder whether companies need a warranty policy for customers. Maybe just train the staff to honor reasonable requests. While everyone worries about customer complaints appearing on social media, maybe everybody should just train staff to be reasonable regardless in lieu of corporate policies. Nordstrom's has had some success with a similar policy.
Note: perhaps for accounting purposes a policy is required in order to properly expense warranty cost, but you probably do not need to inform customer service.