隨著半導體的進步，近年來各式各樣的消費性電子商品充斥在市場中，當顧客選擇消費性電子產品時，市場上有許多不同廠商所提供相同的產品，像是以同一規格的手機而言，顧客可以選擇購買蘋果、HTC、三星…等不同的品牌，這些品牌的手機皆提供不同的保固服務，然而這些基本的保固服務中並不保障顧客發生人為疏失的損害時，能夠免費維修產品。因此近年來有廠商提出更完善的保固服務，例如中華電信提出的鈦金服務，能夠保障顧客使用消費性電子產品時，若發生人為造成的損害廠商將免費維修產品，若是無法維修則進行產品的置換。
然而過去的文獻中鮮少討論到考慮人為失效的消費性電子商品保固，本研究有鑑於此，希望能夠透過多重競爭失效模式，建立消費性電子產品在受到顧客的人為損害情況下的失效模型。我們以隨機損害描述顧客的人為損害行為，以卜瓦松過程描述人為損害發生之狀況，再透過每次隨機損害發生時，所造成的規模區別隨機損害的種類，在這樣的情境下，隨機損害可以用以描述顧客使用消費性電子產品時，不小心摔落地板或是泡水之情形。本研究討論兩種情境，第一種為廠商提供一次付清保固之服務，第二種為廠商提供按月付款保固之服務；第一種保固服務保固時間為一年，廠商決定保固之價格，消費者根據的保固價格決定是否購買保固，而第二種廠商提出每月保固方案之價格，消費者依據保固價格決定是否購買保固，並使用動態規劃的演算法以得出消費者將於何時開始購買保固。我們最後將消費者分為不同風險態度，比較兩種情境下何種保固方案將為廠商帶來較高的利潤，並以敏感度分析探討廠商應如何控管成本與其他相關因子，我們發現當廠商維修成本提高時，廠商於市場上提供按月付款的保固可獲得較高之利潤，而其中輕微失效的成本是抉擇方案的關鍵因子，據此廠商可以針對不同的保固方案提出不同的管理方針。

With the advanced technology, various consumer electronics products emerge in the market in recent years. Some retailers recently offer a new type warranty in which retailers promise that all failure products including human-made damages would be repaired during the warranty period. This study investigates that a retailer offers two types of warranty policies: lump sum warranty and installment warranty in the market. Human-made damages are covered in the both cases. The retailer would only offer one warranty policy which can optimize his profit at one time. In the lump sum case, the retailer has to determine the warranty price for the one-year warranty period. In the installment case, the retailer has to determine the monthly warranty price for customers. Consumers determine whether to purchase warranty or not based on their consumers’ risk attitude, which can be categorized into: risk-appetite, risk-neutral, and risk-averse. In the installment case, we use dynamic programming to obtain the optimal number of months for the length of the warranty period. The obtained results show that retailer should wisely offer the warranty policies for consumers according to different cost structures.

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