GMWPC ( WARRANTY PARTS CENTER)

[FLAT]

I NEED HELP IS ANYONE ELSE HAVING A PROBLEM WITH THE GMWPC SAYING THEY DID NOT RECIEVE THE PAPER WORK BUT DID GET THE PART AND THREW
IT AWAY BECAUSE OF NO PAPER WORK ATTACHED!!!
THIS HAS BEEN HAPPENING TO ME MORE THAN ONCE AND I PERSONALY PUT THE PAPERS IN A BAG ATTACHED TO THE PARTS AND THEY SAY THEY DID NOT HAVE THE PAPER WORK! AND MY REP. WON,T SIGN OFF ON THE FORM TO OVER RIDE BECAUSE HE SAID I AM THE ONLY ONE THAT HAS HAD A PROBLEM
PLEASE GIVE ME YOUR FEEDBACK!!!!!!!!!!!!!

[robc]

They call them orphan parts ... those without a place to call home.

There is no way to hold the WPC's hand to make sure they see the paperwork. So, there is nothing that can be done there that you haven't already done (i.e., really attach the paperwork with a roll of tape, make it clear by drawing arrows to it with sharpie markers, etc.) I think when it comes to the WPC you can't be obvious enough.

The place where you have more control is with your rep. Essentially by not reversing the chargeback he's saying he doesn't believe that you attached the papers. To help make a believer out of him, next time he's in the store, take a tour of your parts retention area. Explain how your system works. Ask him if he knows of ways to improve it. The idea is to get him on your side that you have a good system. Finally say, "If I have a picture of the part with the paperwork attached in the box right before it ships, would you reverse the chargeback then?" I want to know from his mouth what proof he wants to make this go away. If he won't budge no matter what you do then if it were me I'd be attaching multiple copies. On the part, on the box, on bag ... again you can't be too obvious with the WPC.

BTW, if you have the BAC codes for your local market area test the rep's statement that this doesn't happen to everyone else. Go to www.gmwpc.com, enter a dealer's BAC code and see what requests are out there.


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

[This message has been edited by robc (edited 02-13-2003).]

[REJackson]

You might try sending only on request per box/package, that way the only paperwork in the box is for the parts enclosed.

Richard Jackson

[Louis]

We also have had problems with the WPC. Several weeks ago we received two notices for parts on two different r.o.'s. We sent them together in the same box with the paper work firmly attached to each part. They said they received one part but not the other. We told them that they were sent in the same box (we had proof by the weight of the box) but that didn't convince them. They told us never to send more than one part in a box. They charged us back but our service rep did take care of it though.

[Don Kelley]

We have had the same problem, and our rep was no help either! The wpc first says they did not get the part, then when we prove (thru tracking system) who signed for the part etc...., all-of-a-sudden there was no paperwork attached. I think G.M. has programmed all their field people to be totally useless with issues like this. We now take a picture, tape, put in plastic, etc...., and hope for the best.

[rbrent]

I think that in the long run, you will find that this is pretty much a common occurance. It happens to our dealership about once a month. Our rep is a great gut, but getting a reversal only happens once in a while no matter what evidence we have. It's like they have a quota of dollars to get back from the dealers and this is part of what they do to get it back. It's either a great excuse or a lack of anyone there caring enough to do their job properly.

[sheri01]

THE WPC CHARGEBACKS ARE COMMON. HAD THE SAME "WE DID NOT GET THE PAPERWORK" CHARGEBACK, AND WHEN I ARGUED WITH THE WPC SUPERVISOR, HE CALLED THE DEALER AND TRIED TO GET ME FIRED, SINCE I TOLD HIM THAT I DID NOT ANSWER TO HIM PERSONALLY OR GM, BUT RATHER TO MY DEALER. NICE, EH? THEN WAS THE COMPRESSOR EPISODE, WE HAD TO RETURN 3 OF THEM, THEY TOOK THEM OUT OF THE BOXES, TOOK OFF THE PAPERWORK, AND THEN PLAYED MUSICAL PAPERWORK. CHARGED BACK ALL 3 COMPRESSORS. WHEN WE DEMANDED RETURN OF THE PARTS, THEY STILL HAD THEM!!! WHEN WE SHOWED THE REP THE PARTS, AS WELL AS THE TAPE PIECES STILL ON THE COMPRESSORS, AND THE CORRECT PAPERWORK STILL ON THE OUTSIDE OF THE PARTS BOXES, WE WERE RE-CREDITED. EVERY TIME, WAS TOLD WE ARE THE ONLY DEALER WHO HAS EVER HAD THIS PROBLEM. OUR REP HAS BEEN VERY HELPFUL WHEN THIS HAPPENED. JUST A SUGGESTION, MAKE SURE YOU ARE DOING A NET ITEM ADD CREDIT TO RECOUP THE CHARGEBACK, NOT A DUPLICATE CLAIM, OTHERWISE YOU WILL JUST GO AROUND AGAIN.

[STEVEESC]

PER BULLETIN 99-00-89-01 PARTS MUST BE SHIPPED IN SEPERATE BOXES FOR EACH REQUEST.
I HAVE NEVER HAD A PROBLEM WITH WPC RECIEVING ANYTHING

[sheri01]

WE KNOW WHAT THE BULLITEN SAYS, EVEN WHEN PARTS ARE RETURNED SINGLY, THERE HAVE STILL BEEN CHARGEBACKS. INTERESTINGLY, THE FOLKS I HAVE TALKED TO WITH THE SAME ISSUE, THE CLAIM LINE IS GENERALLY $500.00 PLUS. HOW ABOUT THE REST OF YOU??

[Richard]

I have had problems with the WPC as well, and yes, all problems were over $500 lines.
The last problem concerned a J body car that we replaced the AC compressor, and one speaker. We sent the compressor back, but the WPC claimed we sent the speaker. The WPC refused to send the part back to me, claiming it had already been thrown away, due to it being incorrect. My ASM sided with the WPC in the end, because I no longer had the speaker, because we had scrapped it per the 15 day rule.