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Smart Shopper Warranty Claims Administration
149 messages, Last post on Dec 01, 2008 at 1:04 PM
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Replying to: joel0622 (Sep 21, 2007 5:42 pm) But that's another topic 
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Replying to: joel0622 (Sep 21, 2007 5:42 pm) |
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Replying to: Mr_Shiftright (Aug 16, 2007 6:33 pm)
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Replying to: gamediva2112 (Sep 22, 2007 11:46 am) |
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Replying to: pegk (Sep 21, 2007 3:25 am) Unfortunately, this is not the reality in most cases. The finance person is often a well liked individual who couldn't hack it in sales and so was retained as a finance person. Often the reason they didn't make it in sales is that they had either communication deficiencies or failed to learn the product well enough to sell it. And then we are left with a bit of a ding dong in finance. In service we get the ass end of this dog. We have to tell the customer that no warranty is "bumper to bumper", maintenance is required but not covered and certain high wear items such as brake rotors, belts and pumps have even more limited warranties. As you can imagine we get tired of this constant re-education of the consumer, who we very dearly wish to retain and so have to somehow fix the broken relationship. It is constant. Every single day we have someone who is shocked to find out that this, that, or the other is not covered. So you were referred back to finance because ultimately, that is who failed you. This dysfunction, which seems to exist at every dealership, is one of the reasons consumers don't trust dealerships. It appears that there is a big conspiracy to rip you off, but the truth is we are just operating in a state of chaos about half the time, just like any other business. But I will tell you this: The individuals that work in that service department have no real motivation to cheat you. They all make their money on return business and understand that being helpful pays better than being deceitful. Developing a good relationship with a shop is more valuable than a fuel pump. Reasonable customers always get better treatment than demanding ones. Free oil changes, no charge for labor to fix this or that, complimentary car wash, these are all things that fall upon gracious customers. We have a gal that always writes a thank you note to the president of the company every time she gets an oil change. You better bet she is getting a free car wash and low labor on repairs. She is a smart woman. Being nice has amazing benefits. So maybe you could take that tack and see if you don't get better results. |
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Replying to: gamediva2112 (Sep 22, 2007 12:31 pm) That is probably with out a doubt the worst piece of erroneous information I have ever seen any one give on any message board on the web. So you believe that the Owner puts some chuckle head in to run the 2nd biggest profit producer in the building, plus he wants that same chuckle head to be responsible for making sure the money flows, contracts cash, checks are good, etc etc. Until it gets to to the finance office it is nothing but talk. What really happened to the poster is some lazy ass service writer tried to pass the buck because he knew the customer was not going to like his response.
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Replying to: joel0622 (Sep 22, 2007 1:59 pm) Ultimatley though some of the responsibility needs to fall with the consumer, in the simple fact that all they need to do is open the owners manual. really that simple. Im sure no one will like that response because that would require taking some responsibility |
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Technical service bulletins are not paid for by Warranty. It gives information on how to submit a warranty claim because if the car is still within warranty, it may require a certain code. It does not mean the repair is paid for by the manufacturer forever. It took me awhile to figure that one out myself. TSBs are just part of the technician's arsenal when it comes to repairing cars. Joel=my favorite chucklehead 
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Replying to: mitzij (Sep 24, 2007 10:20 am) A RECALL is the manufacturer's response to well documented safety issues and design flaws. The technician will get a lengthy bulletin describing the issue and a step by step, detailed description of the exact repair procedure to be performed. The technician may not deviate from this procedure under threat of litigation. You may compare a recall to a legal order. Recalls are ALWAYS covered by warranty. TSB's may or may not be for warrantable repairs. It depends on the mileage of the vehicle and the part being replaced. In the first 36 months of the vehicle's life a lot of things are covered. After that, usually only the powertrain (engine, transmission, drive shafts and sometimes the axles). The emissions system warranty is longer and covers the catalytic converter and related items. The individual that pointed out that the consumer must read the owner's manual cover to cover deserves some applause. A lot of unnecessary grief would be saved if this simple step of reading the manual was completed by every consumer. Unfortunately, most people are so uninterested in the proper care of their second largest investment to even crack it open to see what kind of gas to use. I hope that helps. 
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Replying to: joel0622 (Sep 22, 2007 1:59 pm) Well, we know what department YOU work in! I don't know how big your dealership is, but our principal probably doensn't even know the finance guy's name. In the particular cases that I have in mind, we (the service department) have only sent customers back to finance when we had exhausted our ability, and hours upon hours, to resolve the problem. Lazy had nothing to do with it. You should spend a week in service. Really.
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