we explain to our customers about the 35 % restocking fee's up front and it is also on our invoices, so if they return an item they know it's coming.
If we charge anyone for the restocking fee we return the parts shortly after, but if it's a case where we can not get a customer back in to the service dept. to have the parts installed we put them parts in a "return" bin and hold for a few months before returning.
we also charge our own service department 35% for any parts that are incorrectly diagnosed.
It really amazes me how so many customers come in panicked by a "recall" on their vehicle, but if we are out of the parts to complete the repair and order the part for them, it takes an act of congress to get them back in to have the recall performed.
The same with parts for vehicles under warranty that don't effect the way the vehicle performs.
it's not like were not contacting the customer when the parts arrive.
We have an automated system that calls for special ordered parts, we have one designated SA that also calls, we send e-mails and occasionally post cards. and we still end up with 1000's of dollars worth of special ordered parts that do not get installed. A ton of it is warranty or recall parts. I just don't understand, or know what else we can do?
GRRRRRR......
sorry for my little rant, but just last week I returned $12,000 of return and special ordered parts and now pulled another $2000 from the special order bins today that are 30 days old, all of which are recall and warranty parts!
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