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Warranty Claims Administration

167 messages,  Last post on May 08, 2013 at 8:53 PM

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What is this discussion about? Car Warranties

Messages Page 15 of 17

#138 of 167 Re: Warranty Claims Administration [Mr_Shiftright] by gamediva2112

Sep 22, 2007 (12:46 pm)

Replying to: Mr_Shiftright (Aug 16, 2007 7:33 pm)
Our very large dealership is "self insured" for those grave errors. IOW, we eat it. Things happen. A senior tech fries the PCM while performing a simple recall, even after following all the tech notes provided by the manufacturer. Tool fell and closed a circuit? Who knows. We ate it. The risk you run with trying to run that stuff through warranty is that the manufacturer has seen it all before and is looking for it all the time. Then you are busted for filing fraudulent claims, then then start eyeballing everything you do, then they audit you and take $75K out of your pocket, suddenly that PCM doesn't seem like so much of a loss. I had to explain that to a very stupid service manager once.

#139 of 167 Re: Warranty Claims Administration [gamediva2112] by Mr_Shiftright HOST

Sep 22, 2007 (1:06 pm)

Replying to: gamediva2112 (Sep 22, 2007 12:46 pm)
yes, "errors and omissions" insurance I believe it is called.

#140 of 167 Re: Freestyle fuel pump warranty coverage [pegk] by gamediva2112

Sep 22, 2007 (1:31 pm)

Replying to: pegk (Sep 21, 2007 4:25 am)
Well, the reason they sent you to the finance department is this (and you truly have to had worked at a car dealership to understand these politics): Finance is supposed to explain the details of your manufacturers warranty and any extended warranties they may have managed to sell you. They serve as the consumer educator in this capacity. They need to make sure you understand what you are buying before they take your money.
 
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.

#141 of 167 Re: Freestyle fuel pump warranty coverage [gamediva2112] by joel0622

Sep 22, 2007 (2:59 pm)

Replying to: gamediva2112 (Sep 22, 2007 1:31 pm)
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.
 
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.

#142 of 167 Re: Freestyle fuel pump warranty coverage [joel0622] by jessejames2

Sep 22, 2007 (9:44 pm)

Replying to: joel0622 (Sep 22, 2007 2:59 pm)
No gamediva, he is right, for some reason we always have to explain the warranty again. Now it could be the finance managers fault, that is a big part of it im sure, but i do know that they are also trying to sell you an extended warranty, which is why i would think that they WOULD NOT want you to believe that everything is covered.
 
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

#143 of 167 TSBs by mitzij

Sep 24, 2007 (11:20 am)

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

#144 of 167 Re: TSBs [mitzij] by gamediva2112

Sep 29, 2007 (9:29 am)

Replying to: mitzij (Sep 24, 2007 11:20 am)
TSB Technical Service Bulletin. Known solution to known issue, written to assist the technician in repairing the vehicle on the first visit. Not every known issue is a safety issue. For instance, window regulators, regardless of manufacturer break all the time. Most manufacturers will not warranty window regulators past the first 36 months. A plethora of tsb's exist for window regulators. Anyway, the technician may read the TSB and decide whether it applies to their specific repair or not. He is not required to follow the offered repair advise although most times they do. You may compare a TSB to a recipe.
 
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.

#145 of 167 Re: Freestyle fuel pump warranty coverage [joel0622] by gamediva2112

Sep 29, 2007 (9:37 am)

Replying to: joel0622 (Sep 22, 2007 2:59 pm)
LOL.
 
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.

#146 of 167 Re: Freestyle fuel pump warranty coverage [gamediva2112] by joel0622

Sep 29, 2007 (11:26 am)

Replying to: gamediva2112 (Sep 29, 2007 9:37 am)
I have been around dealerships long enough to know what headaches each department has. I would not write service, it does not pay enough for the BS you have to put up with. the only job in service I would do is be a dispatcher. They sit in there hole and never get bothered.
 
  Any service writer who claims the F&I guy knows more about a warranty then they do should be ashamed of themselves.

#147 of 167 Re: 2006 Dodge Sprinter with paint defect [blacksi] by cjdwarranty

Nov 30, 2008 (12:52 am)

Replying to: blacksi (Oct 06, 2006 11:23 am)
Yes, out of the ordinary. When you purchase your vehicle you agree to the terms of your warranty on your contract--which is that they will repair anything that is defective-not refund you the amount it would cost to fix it. If they did refund you the amount--it only cost them about $150 to repaint a panel--really not worth the money to go after. However, you can ask for them to provide you with alternative transportation. They may or may not give it to you as the basic warranty does not cover such a service

Messages Page 15 of 17

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