DealersEdge Professional Forums

Sticky situation. Warranty job - customer has never been here before. We diagnose a leaky injection pump. We order the pump and before it arrives, the "customer" takes his truck to another dealership, who happens to have the part in stock, and has it installed there. We knew nothing about this until we call him and tell him the part has arrived.

The parts department doesn't want to keep this high dollar ($650) part in stock but if they send it back, they get hit with a 25% restock fee ($161).

What is the best way to handle this?

The answer will depend on the carline.

If it's GM, you can use the 659 claim, type 11 special order customer return within 30 days of order.

It's a Chrysler claim.

Unfortunately Chrysler isn't as forgiving as GM. The parts department is stuck with the part until they return it on the cycle return. If they're lucky Chrysler may call it back on a D2D claim, your parts manager may need to be proactive and just sell it at cost to another dealer if they need it, he won't make a profit but he won't lose the 25% not to mention the shipping charge that Chrysler hits you with on a cycle return.

I have heard of dealers asking customer to sign a "promise note." Customer notified in writing at time of pick up that part needs to be special ordered. If they won't "promise" to come back, no order. Probably not a good idea to sue someone if they don't come back; but....there is one customer who ordered that Tracker convertible top!

funny how it works out for the customer,
have customer sign repair order put a dollar amount on it guess what it works both ways, he signs it for 1000.00 and its 1100.00 he pays the amount signed,
he signs it and does not come back, read the fine print he still owes the money. just won this in court judge ruled on our side same exact thing.

Maybe try getting a confirmed appointment for the repair BEFORE part can be ordered! A DR. will set you up an appointment before you leave why not the service dept?

If it was special handled from Mopar you can utilize the 60 day return. Your total hit would be $26.25.

I've never heard of Chrysler charging a 25% restocking fee either.

have your principal/pm sign up on RIM, all CSO mechanical including hazardous is returnable within 90 DAYS, no questions asked.