Is this a customer service problem? Why or why not?

It appears that the factory distributors are exploiting the licensed retailers. Yet from What we can tell, Handy Andy in St$.$ Louis has heard no complaints from the licensed retailers. Why wouldn't they complain?

What should Handy Andy's marketing vice president do$?$ Why?

In the case is the statement, "The factory distributors in these few cities indicated that they, not Handy Andy, Inc., stood behind the one$-$year warranty." Is this a problem for Handy Andy? Why or why not?

Bixby, Booher, and Ortega recognize that Handy Andy needs a better way to learn about the buyer's installation experience. One alternative is to add an open$-$ended question, dealing with the installation experience, to the warranty activation form. Another alternative is to email a brief sur$-$vey about the installation experience within three to $5$ days of receiving a warranty activation form. Which of these alternatives should Handy Andy choose? Why?

Discuss the pros and cons of allowing Handy Andy trash compactors to be sold only through licensed retailers $($i$.$e$.,$ factory distributors would no longer be able to sell to consumers$).$

Is it too late for Handy Andy to attempt service recovery with customers who reporte a less$-$than$-$satisfactory installation experience? Why or why not?