Avoid POS Downtime: Why Your Business Needs an Extended Warranty

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Kate Orara: Hey there, retail tech enthusiasts! Welcome to the Rising Stars Podcast, your go-to for all things retail tech and point of sale. I’m Kate Orara, Partner Development Manager at Star Micronics, and I’m excited to guide you through this journey. Here, we dive into the latest innovations shaping the retail, hospitality, and cannabis industries. So whether you’re a techie or a business owner, this is your backstage pass to insider knowledge. Join me and the Star Micronics team as we innovate and rise together.

Welcome back to another episode of Rising Stars Podcast! I’m your host, Kate Orara, and I’m really excited for today’s discussion. I have a good friend and industry partner with me—Paul Leduc, CEO of Globe POS. Paul, how are you?

Paul Leduc: I’m great! How are you? Nice to see you again.

Kate Orara: Good to see you too! I’m super excited for today’s conversation. We had a call a couple of weeks ago that really inspired this topic, and I knew we had to bring it to the podcast. We’re talking about something near and dear to my heart—extended service warranties. I have experience in the services industry, working in warranty and non-warranty repair, so I know firsthand how important this topic is.

But before we dive in, I’d love for you to introduce yourself to our listeners. Tell us a little about your experience in the channel and about Globe POS.

Paul Leduc: Sure! I’ve been in the industry for a long time. I started in a software company as a dealer rep across North America, working with a variety of VARs of different sizes and focuses. Before that, I owned a grocery store, so I understand the retail environment firsthand. Over the years, I worked with different dealerships across different states and provinces. About 15 years ago, I decided to acquire Globe POS Systems because I wanted something stable and closer to home while staying active in the industry.

To stay connected, I’ve remained involved in the RSPA (Retail Solutions Providers Association), serving on the board and keeping my ears on the ground for industry trends. I love engaging with resellers and partners and providing assistance wherever I can.

Kate Orara: That’s great! Yes, we both have been involved with RSPA, and it’s such a fantastic organization. If any listeners have questions about RSPA, Paul and I are happy to help!

Now, let’s dive into today’s topic: extended warranties. Our conversation a few weeks ago was about how Globe POS successfully incorporates extended warranties into its overall solution and how that has helped your business. To start, what inspired Globe POS to offer extended warranties on point-of-sale hardware, and how does this address common customer pain points?

Paul Leduc: Years ago, manufacturers didn’t always offer extended warranties, and as a smaller VAR, that posed challenges. We wanted to grow beyond our immediate region while still offering high-level service, but the logistics were difficult. I remember flying out on a Sunday night to replace a hard drive for a customer, which was expensive and time-consuming.

Without extended warranties, service and replacement costs could quickly add up for both us and our customers. It became clear that offering extended service plans was the best way to provide cost-effective, scalable support. When manufacturers started offering warranty add-ons more actively about eight years ago, we fully embraced it. Now, we can ensure that even customers in remote locations get the same level of service and peace of mind.

Kate Orara: That makes so much sense. Having a warranty in place removes a lot of uncertainty for customers and prevents unexpected expenses.

What are some of the key benefits for merchants who opt for extended warranties on their POS hardware? How do these warranties contribute to overall business continuity and cost savings?

Paul Leduc: Beyond peace of mind, the cost savings are significant. One repair on a critical component like a scanner or cash drawer can be costly. Having a warranty means that rather than paying for an expensive repair or replacement, businesses are covered.

Another benefit is faster service. If a business encounters an issue, they have a dedicated support line to troubleshoot first. Many times, it’s a simple fix—like pressing a reset button—but without support, the customer might have sent the unit in for repair, leading to unnecessary downtime.

Extended warranties also ensure that businesses stay operational. If a POS terminal goes down, sales stop, and that’s lost revenue. For industries like hospitality and restaurants, where peak hours are critical, having warranty-backed support can mean the difference between minimal disruption and a full-blown crisis.

Kate Orara: Absolutely! When I worked in services, restaurants would call us in a panic if their systems went down during the dinner rush. Having that warranty-backed support helped them get back up and running quickly.

What are some of the most common POS hardware failures, and how do extended warranties help mitigate these challenges?

Paul Leduc: It really depends on the environment. In restaurants, touchscreens take a lot of wear and tear—grease, spills, and heavy use can lead to dead zones or calibration issues. In retail, the biggest issues tend to be scanners, cash drawers, and occasionally printers.

Having an extended warranty means businesses don’t have to worry about costly repairs. If a scanner is dropped or a cord is damaged, they can quickly get a replacement without extra expenses. It ensures minimal downtime and maintains business continuity.

Kate Orara: That makes sense. Now, let’s talk about how extended warranties work with Star Micronics printers and other hardware. What should businesses know about coverage, response times, and maintenance support?

Paul Leduc: Star Micronics is one of the easiest manufacturers to work with when it comes to extended warranties. The process is simple—when we sell a new printer, we can add the warranty with just a quick call. No complicated paperwork.

If an issue arises, Star provides advanced exchange services. They’ll ship a replacement printer, and the customer just sends the faulty one back. Most issues, however, are solved over the phone. Instead of directing us to a knowledge base, Star’s team actually helps troubleshoot in real time, which saves a lot of frustration.

Kate Orara: That hands-on support is invaluable. As technology continues to evolve, how do you see the role of extended warranties changing in the POS industry?

Paul Leduc: While POS hardware itself is fairly stable, extended warranties will become even more important as businesses rely more on these devices. Many businesses keep their hardware for five to ten years, so offering a long-term warranty makes sense.

The future changes in POS are happening more on the software side with AI and advanced analytics, but hardware remains the foundation of operations. Ensuring longevity and reliability through extended warranties will always be a smart investment.

Kate Orara: Absolutely! Before we wrap up, here’s a curveball question I ask all my guests: If you could change one thing about the channel today, what would it be and why?

Paul Leduc: I’d like to see more manufacturers commit fully to either channel sales or direct sales, rather than doing both. The channel has proven its value, and companies that truly invest in it see long-term success. While some direct sales efforts still exist, I think the channel is in a better position today than it was a decade ago.

Kate Orara: That’s a great perspective. Thank you so much for joining me today, Paul! How can listeners reach out to you if they want to learn more about Globe POS?

Paul Leduc: You can visit our website at globpos.ca for more information.

Kate Orara: Perfect! Thank you again, Paul. I really appreciate your time and insights.

And that’s a wrap for this episode of the Rising Stars Podcast! A huge thanks to our listeners for tuning in. Don’t forget to subscribe, rate, and leave a review—your feedback fuels our journey to bring you the best in retail tech. Stay connected with us on social media for updates and behind-the-scenes content.

As we sign off, remember: the future of retail technology is in our hands, and together, we are shaping it. Keep innovating, keep rising, and until next time, this is Kate Orara signing off. Together, we rise.

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