Rejected Claim

[Bailo1]

Filed a claim yesterday. Basically, I ordered a grille that should have shown up next day from Cincinnati. DLI showed up next day and the part was nowhere to be found. Body shop customer was in a big hurry so I had to buy one out locally. Anyway, filed a claim under "shipped in error" stating in comments "part shorted on delivery. Car down. Dlr forced to buy locally." Received an answerback yesterday evening saying claim was accepted as submitted. Then, today when DLI showed up I got a yellow envelope with a PC79 in it that has a red stamp saying "VOID" and a handwritten note underneath that says "requires prior approval". Prior approval from who? Anyone know what I can do to get my money back for this grille that showed up a day late? Is there anything I can do? Thanks.

[PartsPlant81]

Contact your DMA. They will have to contact your PDC to get you a return tag and a credit without affecting your return reserve. Just explain the situation. A shortage claim cannot be submitted until 5 business days after the original date the part was supposed to be delivered. So you would have had to wait until next week to file an actual shortage claim anyway even if you did not ever receive the part...

[camaroman]

One of the things that my local PDC told me to make sure I am doing is to go to workbench and submit an unattended delivery exception. I was not doing that and she told me that they could deny claims if that wasn't done. That is important if it is an unattended delivery, not sure what the case was on your delivery. You do also have to wait 5 days to see if the parts shows up before submitting the claim.

[Bailo1]

Yeah, I was aware that I am supposed to wait 5 days to file a shortage claim, but thought maybe since in the comments section I explained what happened they would issue credit. I have emailed my rep. and we'll see what happens. Thanks!

Also, the delivery was attended and the packing slip was marked short.

[PartsPlant81]

!Also, the delivery was attended and the packing slip was marked short.

Even if it is attended still go into to EPIC and "Input Unattended Delivery Notifications" and put the information in there. It's a great way to track things that are incorrect on your order and then the cross dock and PDC can see the issues you have.

[DWoodward]

sometimes those little notes will do you in as well,so be very careful what you put in there and how you word it.

[CMayne]

When all is said and done, and the original grille shows up, make sure you file a "shipped in error" claim and get rid of the duplicate, "without" affecting return reserve. Just put "Had to reorder shortage.. Customer satisfaction" along with shipment info in the comments colum. "Customer satisfaction" falls on their shoulders as well. Even though sometimes they choose NOT to believe that.

[Bailo1]

Cmayne, that's what I did and it was rejected because I didn't have prior approval. The grille I ordered from GM showed up the day after I was shorted one.

[CMayne]

Customer satisfaction seems to be the "key" words, at least at our local PDC. Other than that I would definately be calling the PDC with an "all right give me the authorization because you ARE going to get it back".

[WhoParted]

I use "Customer will not accept" all the time.