Support

Warranty

Your dog is covered. Mostly. For some things. For a period of time that varies by model.

Coverage by model

Model Coverage
dog SE 1 year
dog 2 years
dog Pro 2 years + complimentary “good boy” session

What’s covered

  • Manufacturing defects. If something was wrong with the dog when it arrived, we will address it. “Wrong” is defined as a deviation from the published specifications, not a deviation from your expectations. Your expectations were not part of the manufacturing process.
  • Structural failures present at delivery. If a component was broken when you unboxed the dog, it is covered. “Unboxed” is a figure of speech. The dog was not in a box. The dog was in a carrier. The dog may have been stressed about the carrier. This is not a structural failure. This is a normal reaction to being in a carrier.
  • Component malfunctions not caused by user activity. If something stops working on its own, it is covered. If something stops working because you taught the dog to jump off a wall, it is not covered.
  • Hip dysplasia. Standard and Pro models only. Dog SE does not have hips and therefore cannot develop hip dysplasia, which we consider a feature of the warranty rather than an exclusion.

What’s not covered

  • Acts of God. Lightning, flooding, divine intervention.
  • Acts of squirrel. The dog’s reaction to squirrels is not a manufacturing defect. It is a biological imperative. We did not install it. We could not remove it. We tried.
  • Acts of postman. The postman is not covered under any Companion Systems policy. The postman operates under his own terms. We do not know what those terms are.
  • Chewing of unauthorised materials. The dog is authorised to chew approved chew materials. Approved chew materials are: none. The dog will chew whatever it wants. This is not a warranty issue. This is a philosophical issue.
  • Unauthorised rolling. If the dog rolls in something, this is not a defect. This is behaviour. Behaviour is not covered by warranty. If it were, we would be a very different company.
  • The dog developing opinions about your furniture. The dog will develop opinions. They will not be favourable. They are not covered.
  • Ingestion of non-food items. Including but not limited to: socks, bees, tubs of Vaseline, tennis balls that have been chewed beyond recognition, and anything that the dog can fit in its mouth, which is a larger category than you might expect.
  • Damage caused by self-installation of the Additional Leg Pair. If you installed the legs yourself and something went wrong, the warranty does not cover it. If you installed the legs yourself and something went right, we would like to meet you.
  • Emotional attachment. Yours or the dog’s.

The “good boy” session

Dog Pro customers receive one complimentary “good boy” session. During this session, a Companion Systems representative will visit your home, observe your dog Pro, and say “good boy” in a tone calibrated for maximum tail-wag response.

If dog Pro does not respond, the representative will repeat the phrase with increasing sincerity until a response is observed or fifteen minutes have elapsed, whichever comes first.

The representative will not bring treats. The representative will not bring toys. The representative will bring only their voice and their professional commitment to the phrase “good boy.” This is what the session includes. This is all the session includes.

Claims process

  1. Contact support.
  2. Describe the defect.
  3. Support will ask whether the dog is still breathing.
  4. If yes, support will ask whether the defect affects the dog’s primary function (being present).
  5. If no, support will note that the warranty covers manufacturing defects, not lifestyle preferences, and will wish you a pleasant day.

Support operates from the office in Nuneaton, above Comfort Underfoot (the carpet shop). Knock twice. Do not ring the doorbell.