Warranty audit (I knew this was coming)

[trish]

Well, Just found out today we ARE getting audited!! I had a feeling we would considering our situation. Does anyone have ANY advice???!!!!

Trish

[robc]

Is it just your rep doing it or is it a GM regional warranty specialist?

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** Rob, Editor Dealersedge/WD&S **
Help is only a message post away!
robc@dealersedge.com

[BillyM]

Cooperate the best you can.

Frustration can make this a lot worse if you let it. These folks are just doing thier job. Learn from the mistakes they find. They will find some, trust me.

But in the end, no matter how bad the debit, take it with a grain and move on. Adjust your procedures to ensure the steps and corrective action will be taken to prevent these things from coming on in the future.

[trish]

The letter I received was from my GM rep but it says "we" so I'm not sure who will be coming. I have never been through an audit before so I don't really know what to expect. I have been told there is no such thing as perfect documentation. If they want to find something, they will. My rep was never happy about me going with an outside warranty company anyway so when it got a bit messy, I felt this might happen. I will just suck it up and learn from this experience. I'll let you all know how it goes. Thanks for the advice.
Trish

[kcatdeejay]

trish, you will find, hopefully, that cooperation and a pleasant demeanor will serve you best in the long run. In your face and confrontational just doesn't get the job done in this case. I personally witnessed a service manager do that very thing a few years back. I was confidentially told some time later that his little 'feel good outburst' cost the dealer an additonal $10k in chargebacks-their total came to over $50k-do you suppose the service manager had some explaining to do? No, he was the 'fair-haired boy' of the owner and could do no wrong (he also did very little right). Good luck-you'll be fine!

[CHEVYMAN]

IF I HAVE EVERY THING RIGHT YOU USE A OUTSIDE SOURCE TO GET YOU'R WARRANTY'S DONE .YOU NEED TO SEE IF THE AUDIT IS BECAUSE OF WHAT YOU DID IN THE SHOP OR HOW THE WARRANTYS WERE CODED OR TURNED IN. SOME WARRANTY COMPANY'S HAVE A WARRANTY ON THERE WORK. GOOD LUCK,DONT GET MAD OR BLOW UP AT THE AUDITER,JUST ANSWER EVERYTHING THE BEST YOU CAN AND TAKE NOTES.YOU'LL BE FINE, CHEVYMAN

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[GARYH]

I've been through a couple audits, your best bit is go in with an open attitude, be as helpful as possible ,also make sure your warrenty parts area is as clean and organized as you can get it, put smaller parts in a box on each shelf, make sure all large parts are marked clearly, and make sure you don't have any old warrenty parts laying around that have already been paid.

[robc]

(This isnt directed to Trish - just a general note to all.) What I tell managers is that if think you're going to intimidate an auditor out of a chargeback then you deserve what you get. I know it is tough if someone else is belligerent or questioning our integrity and intelligence - but screaming has never once that I am aware of stopped a chargeback.

I personally play the dumb-Columbo because I am fairly good at acting clueless (it isn't really acting) and I find I get more reversed on sheer pity that any argument I can make.



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** Rob, Editor Dealersedge/WD&S **
Help is only a message post away!
robc@dealersedge.com

[This message has been edited by robc (edited 10-21-2004).]

[blc1001]

Trish, I would like to know which manufacturer your dealing with ??? Please let us know the result because we never know when it will be our turn... I'm lucky because it never hapenned to me...