Need Service Advice

possum · 02-12-2009, 05:23 AM

Question & Situation. Customer comes into shop for Warranty repairs. The customer bought the truck at your store. The truck needs engine, or tansmission worked, or replaced. The situation is that the customer has added a grill guard, or changed the bed to a flatbed, or in other words, has altered the truck making it really hard to do the repairs. Now, on warranty time its bad enough, but with the added obstacles, what do you do?

scooter · 02-12-2009, 08:29 AM

Tell the customer the truth...The grill guard/or modified bed is aftermarket, warranty will not pay for it, so he can either remove it himself or we will charge him to have it removed...We are in a bit of a redneck area, and we have had to give that advise in the past...most people understand

SHACOS · 02-12-2009, 05:52 PM

I agree. Tell the customer the truth and then take care of him if or when he decides to get the work done.

XDCX · 02-12-2009, 10:18 PM

possum - Great post - that's exactly the type of question that is perfect for the forum.

scooter and SHACOS - thanks for the input/advise.

zohpy · 02-13-2009, 07:26 AM

Just a question since I've never worked service side. Did any of the aftermarket work he did actually void his warranty?

CL Pgh · 02-13-2009, 08:10 AM

We see this often... but more on the electronics side.

If we have an electrical problem on a vehicle that has had aftermarket remote starters... CB type radios wired in... flashing lights (vol. fire fighter) etc. etc. ... we require equipment to be un-wired prior to chasing down the problem. About 50% of these folks never come back as they realize once the add-on equipment is removed (un-wired) their electrical problem goes away. :shades:

CL Pgh · 02-13-2009, 08:30 AM

Quote:

Originally Posted by zohpy

Just a question since I've never worked service side. Did any of the aftermarket work he did actually void his warranty?

TRUE STORY: Chrysler denied one of our customers transmission work on an AWD Pacifica because the vehicle had a hitch installed on it. Our Service DM denied the repairs as she was here at the time the vehicle came in. She noted a hitch had been installed and stated that an AWD Pacifica was not permitted to tow, there fore warranty tranny repair denied!!!

Our serv. manager called me immediately to update me... I pulled the deal, got with the service DM & our service manager... pointed out that the customer bought the Mopar hitch & Bike Rack at the time of delivery! The hitch was there for a Mopar Bike Rack, Not Towing! I still had to fight with the service DM to warranty the repair... it wasn't until I pointed out that NO wiring harness was installed on the Pacifica, did she finally approve the repair.

I guess my point here is, YES... Chrysler, given the opportunity will deny warranty repairs on not only aftermarket adds... but also Mopar add-ons (although Mopar adds are RARE).

XDCX · 02-13-2009, 01:25 PM

Wow, that DM must have either been new or had "control" issues because that's really poor decision making.

I'm glad you got it worked out, but it must have been frustrating to have to spend time solving a problem that never should have been created to begin with.

02-12-2009, 05:23 AM	#1
possum Senior Member Join Date: Jan 2009 Posts: 1,122	Need Service Advice Question & Situation. Customer comes into shop for Warranty repairs. The customer bought the truck at your store. The truck needs engine, or tansmission worked, or replaced. The situation is that the customer has added a grill guard, or changed the bed to a flatbed, or in other words, has altered the truck making it really hard to do the repairs. Now, on warranty time its bad enough, but with the added obstacles, what do you do?

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
Service Discounts	ghostrider	Automotive Discussions	3	06-06-2011 03:07 PM
Saturday service	ssdd	Service	28	05-18-2011 02:03 PM
Service Surveys	Moparguy	Service	5	07-30-2010 10:21 AM
advice on advisors pay	ssdd	Automotive Discussions	2	04-03-2009 12:37 PM

Welcome to DealershipForum.com

Click Here to Register Now

02-12-2009, 08:29 AM	#2
scooter Senior Member Join Date: Mar 2008 Posts: 173	Tell the customer the truth...The grill guard/or modified bed is aftermarket, warranty will not pay for it, so he can either remove it himself or we will charge him to have it removed...We are in a bit of a redneck area, and we have had to give that advise in the past...most people understand

02-12-2009, 05:52 PM	#3
SHACOS Super Moderator Join Date: Jan 2008 Posts: 838	I agree. Tell the customer the truth and then take care of him if or when he decides to get the work done.

02-12-2009, 10:18 PM	#4
XDCX Administrator Join Date: Nov 2007 Posts: 14,869	possum - Great post - that's exactly the type of question that is perfect for the forum. scooter and SHACOS - thanks for the input/advise.

02-13-2009, 07:26 AM	#5
zohpy Senior Member Join Date: Jan 2009 Posts: 119	Just a question since I've never worked service side. Did any of the aftermarket work he did actually void his warranty?

02-13-2009, 08:10 AM	#6
CL Pgh Senior Member Join Date: Oct 2008 Posts: 1,242	We see this often... but more on the electronics side. If we have an electrical problem on a vehicle that has had aftermarket remote starters... CB type radios wired in... flashing lights (vol. fire fighter) etc. etc. ... we require equipment to be un-wired prior to chasing down the problem. About 50% of these folks never come back as they realize once the add-on equipment is removed (un-wired) their electrical problem goes away. :shades:

02-13-2009, 01:25 PM	#8
XDCX Administrator Join Date: Nov 2007 Posts: 14,869	Wow, that DM must have either been new or had "control" issues because that's really poor decision making. I'm glad you got it worked out, but it must have been frustrating to have to spend time solving a problem that never should have been created to begin with.