AWN INC
  • Englewood, CO
  • United States
  • Automotive Warranty Network
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AWN INC posted a blog post

Customer Signatures in Warranty

Whether you are using ERO (Electronic Repair Orders) or paper repair orders – one of the biggest and easiest chargebacks for an auditor is a missing signature. It is a slam dunk; give me the money.Customer signatures are required to maintain compliance with manufacturers' policies and procedures. Most manufacturers require them on the final copy as well as on the hard copy write-up. All OEMs require that the customer sign the hard copy PRIOR to the repair. It is important that the signature is…See More
Aug 28, 2018
AWN INC posted a blog post

Examples of Add-On Repairs

After the auditor comes in to point out “you have all these add-on repairs” that are not authorized and give you the bad news that you owe lots of money you think to yourself, “I know that I personally inspected and signed for those!”   In reality, there is way more to an added repair than meets the eye! I was asked this week to give the scoop on just what is an add-on repair.Let’s start…See More
Aug 20, 2018
AWN INC posted a blog post

Top 7 Service Advisor Mistakes

Everybody makes mistakes. However, some mistakes are costlier than others, especially in a dealership. Let’s talk about the top 7 mistakes that service advisors make based on feedback from warranty administrators and manufacturers over the last 30 years. 1) POOR CUSTOMER CONCERN WRITE-UPRemember that all customer write-ups need to be from symptom-based questions that you can use to…See More
Aug 13, 2018
AWN INC posted a blog post

Repair Performed as Per TSB

Bulletins, TSB’s, LSC, TJ, whatever they want to call them, have the same requirements as a normal warranty. We have seen so many different and creative technician comments when it comes to technical bulletins. Here is an example:Customer states- "Noise from left front of vehicle". First of all, this really doesn’t give your tech any helpful information from the customer on how to duplicate the concern.  Go back to basics: to where, how often, what type of noise, and under what conditions. Now…See More
Aug 6, 2018
AWN INC posted a blog post

Prior Approval

Just about every dealership has had at least one of these. You may have had one this month, this week, or heck, even today! You’re MAD because the claims that need PRIOR approval are usually the LARGE EXPENSIVE claims so you start looking for someone to blame, and here is the list of offenders:The warranty admin:  After all they should have caught it before it was entered. The booker: It…See More
Jul 23, 2018
AWN INC posted a blog post

CARDIOLOGIST AND THE TECHNICIAN

A technician was removing a cylinder head from the engine when he spotted a well-known cardiologist in his shop. The cardiologist was there waiting for the service manager to come and take a look at his car when the technician shouted across the garage, “Hey Doc, want to take a look at this?” The cardiologist, a bit surprised walked over to where the tech was working on the car. The tech…See More
Jul 16, 2018
AWN INC posted a blog post

Items That Cause Costly Trend Issues

Today we are looking at those extra items that cause costly trend issues. There are small items that can really add up in parts cost per repair that you don't even realize are on a repair order.  Example 1:In one very well run dealership- I kept running into repairs with 16.00 adhesive charged out on at least 3 claims a day.  This was a manufacturer that the adhesive should have not even…See More
Jun 25, 2018
AWN INC's blog post was featured

Hiding Your Mistakes

“We can fix the tickets before the factory comes in. We don’t need the hassle of trying to fix every ticket now.” Joe service manager said. I wrote this down as Joe said this because I almost couldn’t believe what I was hearing. But there it was, and I know there are others out there that feel the same way. At AWN our mission is compliance checked and corrected on every RO before…See More
Jun 4, 2018
AWN INC posted a blog post

Technician Time Punches

We have been in many shops where the techs and management tell us, “Hey, my guy can beat the clock on every one of these repairs and do it in less than half the time. So now what? Do I have to keep on the job to have 70% time punch?” So let’s talk about what a labor operation and its associated time include for most manufacturers.Time to bring the vehicle into the shop ( except Jag and Rover have a separate operation for this). Includes: vehicle drive time, prepare the vehicle for service…See More
Jun 4, 2018
AWN INC posted a blog post

Hiding Your Mistakes

“We can fix the tickets before the factory comes in. We don’t need the hassle of trying to fix every ticket now.” Joe service manager said. I wrote this down as Joe said this because I almost couldn’t believe what I was hearing. But there it was, and I know there are others out there that feel the same way. At AWN our mission is compliance checked and corrected on every RO before…See More
Jun 1, 2018
AWN INC posted a blog post

Technician Certifications Matter

30-Second Snapshot:It is never ok to change the tech number on a repair order. That is fraud and will result in a chargeback in a factory audit. Always make sure your tech is certified for the repair before they begin.We recommend the following:Check the manufacturer's training site for certifications every Monday. Make sure everyone is aware of your findings.Hold everyone accountable for…See More
Apr 24, 2018
AWN INC posted a blog post

Rental Processes in Automotive Warranty

At AWN, we see more money lost in the area of loaner cars and/or rentals than in any other area.  I wanted to cover a couple processes that could help alleviate this problem.  To do that first I want to share what we see happening, then share a couple processes that could stop the loss or inaccurate collections going to the manufacturer.NEGLECTING TO VERIFY COVERAGE BEFORE GIVING A RENTAL…See More
Feb 5, 2018
AWN INC posted a video

Tech Notes - Cause and Correction

The technician's notes must clearly explain the cause of the customer's concern and the steps taken for correction. What else needs to be included in their notes?
Jan 29, 2018
AWN INC posted a blog post

Technician Responsibilities in Warranty

If you were to compare the service department to the military I think you would classify management as the leadership, the Advisors as scouts, the Admins as diplomats, and Technicians as the soldiers. Technicians are on the front lines as they perform repairs.Much like in war, those out in the field fighting make decisions in the moment based on what they feel is the best thing. However,…See More
Jan 23, 2018
AWN INC posted a video
Jan 15, 2018
AWN INC posted a blog post

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.…See More
Jan 10, 2018

Profile Information

Which best describes you?
Vendor Partner
What company do you work for (or own)?
Automotive Warranty Network
What is your current position within your organization?
Media Manager
What is your company website?
http://awninc.com
What is your Facebook page/URL?
http://www.facebook.com/awninc/
What is your LinkedIn page/URL?
http://www.linkedin.com/company/839829/
How did you specifically hear about DealerELITE? If referred, who?
We got an email from share@dealerelite.net
Not everyone gets approved for DealerELITE. To maintain the integrity of DealerELITE, tell us what you will have to offer once a dealerELITE member?
At AWNINC we process warranty claims for dealerships across the nation. We also have developed our AWN Academy, to train dealerships to follow the correct compliance policy and procedures to ensure they keep their warranty money. Every week we post blogs and videos with helpful tips for technicians and advisors. Here is a link to our latest tip http://blog.awninc.com/heart-or-foot

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AWN INC's Blog

Customer Signatures in Warranty

Posted on August 28, 2018 at 11:36am 0 Comments

Whether you are using ERO (Electronic Repair Orders) or paper repair orders – one of the biggest and easiest chargebacks for an auditor is a missing signature. It is a slam dunk; give me the money.

Customer signatures are required to maintain compliance with manufacturers' policies and procedures. Most manufacturers require them on the final copy as well as on the hard copy write-up. All OEMs require that the customer sign the hard copy PRIOR to the…

Continue

Examples of Add-On Repairs

Posted on August 20, 2018 at 6:15pm 0 Comments

After the auditor comes in to point out “you have all these add-on repairs” that are not authorized and give you the bad news that you owe lots of money you think to yourself, “I know that I personally inspected and signed for those!”   In reality, there is way more to an added repair than meets the eye!

 

I was asked this week…

Continue

Top 7 Service Advisor Mistakes

Posted on August 13, 2018 at 1:29pm 0 Comments

Everybody makes mistakes. However, some mistakes are costlier than others, especially in a dealership. Let’s talk about the top 7 mistakes that service advisors make based on feedback from warranty administrators and manufacturers over the last 30 years.

 

1) POOR CUSTOMER CONCERN…

Continue

Repair Performed as Per TSB

Posted on August 6, 2018 at 10:22am 0 Comments

Bulletins, TSB’s, LSC, TJ, whatever they want to call them, have the same requirements as a normal warranty. We have seen so many different and creative technician comments when it comes to technical bulletins.

 

Here is an example:

Customer states- "Noise from left front of vehicle".

 

First of all, this really doesn’t give your tech any helpful information from the customer on how…

Continue

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At 10:53am on February 26, 2018, kayi mivedor said…

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