How to Avoid Repeat Repairs in Warranty

Repeat repairs, similar repairs, or ineffective 1st repairs seem to be the biggest driver in causing trend report problems. Not only is it a trend issue but it affects the customer's satisfaction as well. And if you have this issue in warranty you also have it in customer pay. No customer likes to come back for the same issue. It is inconvenient and takes time away from work and family. It stinks!

We have been in some dealers that are trying so hard to overcome the repeat repairs that they over repair the car. This isn’t the answer either!

Most manufacturers have their own repeat repair process for you to follow. I remember the slogan from years ago, “fix it right the first time." So let's get back to those basics.

  • Not only have the advisor print the customer history and VIN inquiry but READ it! Too many times we have been in circumstances where it is attached and no one READ it.
  • Technicians, look for bulletins that address the customer concern before guessing at a repair.
  • Never let a technician spend more than an hour trying to diagnose a problem without service management involvement.
  • Advisors, you need to give the technician as much information as possible from the customer’s complaint. Do not add your own dialogue for what is wrong, even if you think you know it. See our post on the customer's concern.
  • Technicians, verify the repair. Check to make sure you have indeed fixed the concern that the customer complained about. Quality control: keep the vehicle overnight if needed; test drive; shop foreman checks the repair (these would all be good practices).
  • Inspect what you expect for the customer repair to be correct!

For more information visit www.awninc.com

Views: 16

Comment

You need to be a member of DealerELITE.net to add comments!

Join DealerELITE.net

About

DealerELITE created this Ning Network.

Blog Posts

Making the Most of 2018’s Automotive Predictions

Posted by Derek White on January 18, 2018 at 5:37pm 0 Comments

2018 is underway and with the New Year comes a lot of…

Continue

BLACK BOOK DATA SHOWS ALL VEHICLE SEGMENTS DEPRECIATING SLIGHTLY HEADING INTO 2018

Posted by John Sternal on January 18, 2018 at 1:52pm 0 Comments

According to Black Book® data, the average price of a used vehicle for model years 2012-2016 depreciated in value by -2.9%. Cars overall dropped -3.0% and trucks decreased -2.8% in value during…
Continue

MAJORITY OF AUTO LEASES MAINTAIN 2017 PRICES ENTERING JANUARY

Posted by John Sternal on January 18, 2018 at 1:50pm 0 Comments

Wantalease.com, the nation’s first online car lease marketplace for new lease deals, reports the latest update on new lease offerings, with prices on most of today’s popular leases holding steady from last month. Thirty-three different vehicles…
Continue

de sponsor

Get Newsletter

dE Sponsor

© 2018   Created by DealerELITE.   Powered by

Badges  |  Report an Issue  |  Terms of Service