The PDMA Handbook of New Product Development

34.4. Product Support After Obsolescence

Some creative solutions to after-obsolescence product support are available. When a manufacturer of small appliances chose to not support parts and other service for its older models of their standard home meat slicer, customers needing replacement parts for models more than 20 years old were directed to return the worn model at their own expense with a description of the repair problem. The company, in return, sent a new slicer to the customer. It was more cost-effective to send a new machine than to support 20 years of component part revisions.

Automobile manufacturers sell replacement and repair parts for seven years after the model year, enabling consumers to maintain their cars and trucks with factory-built components. After that period, many after-market manufacturers produce components for automotive maintenance. An entire industry has grown around this need to supply after-market parts for automobiles. The sales volume and complexity of motor vehicles makes this an attractive industry, but not every product can be supported so extensively.

NOTE

There are many creative solutions to after-obsolescence product support.