Diagnostic fees revisited

[Spoken]

I searched the forum but was not able to fully answer my question so I am passing it on to the great minds here.

We are a mid-sized Import dealer dealing with mostly late model cars under warranty. Our service departments issue is that when writing up a customer for (a noise, a squeak, a malfunction light etc.) they are under the assumption that they have warranty on everything. The issue arises for example when as a tech gets a vehicle with no power while driving and gets in to find that a mouse has stuffed the air box with all the items needed for a mouse house, the tech clears the obstruction and car works perfect. Who pays for the techs time? How do you present the customer in a non confrontational manner with a bill for a non warrantable repair? Do you acknowledge a possible diagnostic fee at the time of write up that the customer signs every time? Because if you don't do that and then try to charge the customer they will never set foot in their again because for some reason people think it is great to shaft car dealerships and go home thinking they have some sort of victory under their belt. (there are a million other examples to use). How does everyone present their customer with a bill for a non warrantable repair when they vehicle has full warranty coverage?

[btk]

We do NOT give a customer an estimate when the car is under warranty.
We do have a few established policies that help minimize the damage. First and foremost, the advisors have got to listen to the customers concern and try to address the issue in the service drive. Example- customers door lock stops working, the advisor needs to verify if the car has an aftermarket alarm-ask alot of open ended questions-when did the problem start? after or before the alarm was installed? etc...
This cuts down on alot of issues and preps the customer that it may not be a factory warranty issue and depending on the customer we may or may not give them an estimate.

We also let our technicians know that if they spend over an hour on a car and still cant figure out whats wrong-get the shop foreman. We will not let a technician burn 2-4 hours trying to diagnosis a car just to find out it was an aftermarket alarm causing a problem. It also helps cut our losses to a minimum if I do have to eat some time.

I think the key is understanding that stuff happens and it is all part of the game. Dont change the way you do business based on a very small percentage of these type of issues. You will chase more business away giving the customer an estimate up front for a normal warranty repair then it is worth.

[Old Irish]

I'm with "btk" all the way. My philosophy and procedures follow his almost to the letter.

We probably went to different high schools together

DD

[racerx]

I'm with BTK and Old irish on this as well. Good techs will know pretty quick if something will not be warranty and they will tell the advisor before going too far. Rat damage is always an easy sell. You get to tell the customer about all the work you did identifying the "weird" problem only to find out it is a rat, sugar in the gas tank, windshield washer fluid in the motor (all items I have seen personally). Then you ask the customer if they want you to repair the problem and give them a fair quote. Usually they are so embarrassed and appreciative at the same time you will get the job. Sure beats trying to presell a worst case scenario when the customer is thinking the car is covered under warranty and mad that something has gone wrong.

Greg

[topdog]

I would have to agree with the others that advisors need to ask alot of questions. However, when a vehicle is under warranty and in for repair, our advisors state during write up that the repair should be covered under the vehicle's warranty as long as it is a manufacturer's defect in materials or workmanship. That statement alone prompts the customer to ask for an example of what wouldn't be covered. At that time the advisor gives the example of the mouse building a nest in the blower motor or the air cleaner box full of dog food and both parties get a chuckle but the dialogue is open then to discuss diag fees without any intimidation. We also take alot of digital pictures to show our customers what's going on with their vehicle.

[ScottM]

Well said, FYI most peoples auto insurance will cover damage due to rodent infestation.