10 Tips for Warranty Recovery Managers

September 2008, Government Fleet - Feature

by Peter Bednar & Tom Wall

1. Don’t Ignore the Small Stuff

Many times, small items such as light bulbs, wiper blades, alignments, and minor adjustments are covered under warranty and often overlooked. Remember, it takes a penny to make a dollar, and over the space of a year, those dollars add up. Talk to shop technicians and supervisors about customer concerns related to adjustments, bulbs, and miscellaneous items to make them aware of possible warranty coverage.


2. Follow up on Manufacturer Recalls and Customer Satisfaction Programs

Recalls can become a serious liability if not performed when notifications are sent. It’s good business practice to designate the warranty recovery manager as the person to receive these notifications and manage a program to ensure their completion.

Recalls are the manufacturer’s way of covering a known product liability under warranty, even if the vehicle is long out of warranty.

Customer satisfaction programs are designed to extend warranties on a specific component or replace it in a specified time frame. Furthermore, be aware of recall and customer satisfaction program expiration dates when applicable. Without this information, repairs on these known issues can cost money.


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