How to get customers to come back for warranty parts?

How to get customers to come back for warranty parts?

Postby partslife » Tue Jan 14, 2020 2:49 pm

We have a growing list of warranty special ordered parts that are not getting installed. Customers are not coming back, does anyone have any ideas how to prevent this?
partslife
 
Posts: 3
Joined: Tue Jan 14, 2020 2:28 pm

Re: How to get customers to come back for warranty parts?

Postby Bucko21 » Tue Jan 14, 2020 2:59 pm

I know a lot of people won't agree with me, but when that started happening to me at one time, I started writing off the parts against the Service Dept. I would give the Service writer, the Service Manager, and our Service BDC copies of the original order every 2 weeks after the part had been in the Parts Dept. 2 weeks. If after 3 months the parts were not installed I would put them in a box and charge the service dept. for the parts and drop the parts on the Service Managers Desk.. I charged them twice and guess what? Those customers started coming back within a couple of weeks.. Was I wrong in doing it this way? Sure, did it work? Absolutely!
Bucko21
 
Posts: 145
Joined: Sat Aug 25, 2007 12:00 am

Re: How to get customers to come back for warranty parts?

Postby AdamRich1785 » Tue Jan 14, 2020 4:09 pm

Same here. I just charged service for restock fees on parts because they didnt diagnose it right the first time.

They'll get the hint. The service department isnt in charge of the parts department.
AdamRich1785
 
Posts: 55
Joined: Thu Oct 03, 2019 2:24 pm

Re: How to get customers to come back for warranty parts?

Postby Torgy » Tue Jan 14, 2020 4:16 pm

I wish that we could have the customers put a deposit on the parts until they are installed. But what kind of a CSI havoc would that raise? :o

I would like to stop ordering recall parts for older vehicles that come in for an oil change and their VIN is ran through GM Global to find that there is a recall open.
Torgy
 
Posts: 239
Joined: Tue Nov 26, 2019 5:15 pm

Re: How to get customers to come back for warranty parts?

Postby X476 » Tue Jan 14, 2020 5:06 pm

On interior trim parts we have the customer circle the problem area with a black permanent marker works like a charm.
X476
 
Posts: 512
Joined: Wed Oct 10, 2007 12:00 am
Location: Midwest

Re: How to get customers to come back for warranty parts?

Postby JeepGuy » Tue Jan 14, 2020 9:54 pm

We charge Service the 35% return charge, return the parts and move on.
JeepGuy
 
Posts: 100
Joined: Wed Jun 06, 2007 12:00 am

Re: How to get customers to come back for warranty parts?

Postby FixedManager » Wed Jan 15, 2020 12:56 am

Stop ordering parts for customers that won't commit to a return appointment.
FixedManager
 
Posts: 215
Joined: Wed Feb 21, 2007 12:00 am

Re: How to get customers to come back for warranty parts?

Postby Torgy » Wed Jan 15, 2020 1:19 pm

JeepGuy...who do you charge the 35% to, the service department?
Torgy
 
Posts: 239
Joined: Tue Nov 26, 2019 5:15 pm

Re: How to get customers to come back for warranty parts?

Postby Torgy » Wed Jan 15, 2020 3:54 pm

we have not pre set appointments in the past but starting today we are!
Torgy
 
Posts: 239
Joined: Tue Nov 26, 2019 5:15 pm

Re: How to get customers to come back for warranty parts?

Postby AdamRich1785 » Wed Jan 15, 2020 8:55 pm

Torgy wrote:JeepGuy...who do you charge the 35% to, the service department?

That's what I do.
AdamRich1785
 
Posts: 55
Joined: Thu Oct 03, 2019 2:24 pm

Next

Return to Parts Managers

Who is online

Users browsing this forum: No registered users and 22 guests

cron