DealersEdge Professional Forums

Approx 2011 GM truck with inside door handle broken.

Priced customer both GM interior door trim panel (GM doesn't sell handle) or Non-GM Dorman repair kit (fraction of the GM cost).

Customer takes non-GM part fully knowing it is not GM.

Customer returns for vehicle, pays bill and refuses to sign non-GM disclosure form.

Customer approval obtained over-the-phone. How can we protect ourselves from a customer who refuses to sign after the repair. Nearly impossible to have customer sign prior to repair.

Thoughts...

Is this required by General Motors? I cannot think of a good reason for a customer to be required to sign such a document; what am I missing?

Farquar; this is exactly why a lot of companies now have in their 'entry' recording; "this call may be monitored or recorded for training (or whatever) reasons"; this puts the customer on notice that what they say "might" have a record behind it. Most companies that have these recordings really don't record anything; it is a thinly veiled threat that "we are listening and recording what you say to us, good, bad, nice or nasty".
Mike

Yes this is a GM requirement. The required language is very strong and somewhat scary for a customer to sign.

GM threatens $500 per occurrence (plus other penalties) for non-compliance.

That response sounds like GM is afraid of something.

Below is the text of the form discussed here. I will upload the form later.


DISCLOSURE OF NON-GM PRODUCTS
CUSTOMER ACKNOWLEDGEMENT FORM
(New/ Used GM Vehicle Sale & Service/ Body Shop Repairs)
Vehicle VIN(17 Digits) / / / / / / / / / / / / / / / / /

Part I -Non-GM Service Contract or Service Agreement
Buyer/Lessee acknowledges that the dealer is selling her/him a Non-GM Service Contract (not specifically branded Chevrolet, Buick, GMC or Cadillac Protection). Buyer/Lessee understands that (i)GM is not responsible for any claims under this non-GM service contract product and has no obligation in connection with the sale or use of this non-GM service contract product, and (ii) a non-GM service contract mayor may not be accepted by other GM Dealerships.

Part II -Non-GM Parts/Accessories installed by the Dealer.
Non-GM parts and accessories are not covered under the GM New Vehicle Limited Warranty. They also may damage the vehicle, compromise its compliance with safety standards or void the GMWarranty on the vehicle itself. GM is not responsible for the consequences of installing any non-GM equipment, parts or accessories on the vehicle. A list of non-GM parts is available to you upon request.

Customer Signature

Customer Printed Name Date

Note: A copy of this signed form must be kept in the Customer Newor Used Vehicle Sales Jacket and/or Vehicle Service HistoryFile.
Rev 08-17

Attached is the form

Have any of you incorporated this disclosure into your repair orders, oops job cards?