GM Empowerment

GM Empowerment

Postby 69mach1 » Mon Apr 09, 2007 4:06 pm

With GM's new standing on policy has any one seen a increase in warranty repairs vs customer pay, and are you asking the customer for a deductable to offset the difference between warranty rate and customer pay as the customer is getting his repair bill covered. Also do your service advisors have the ability to policy if so what are your guidelines.

GM Empowerment

Postby GMFXDOPSMGR » Tue Apr 10, 2007 5:03 pm

We have used our empowerment on several occassions to help customers with known product issues, goodwill etc. but would not say we have had an increase in warranty repairs. These incidents are the kind that if the customer is expecting GM to do something, it would have happened whether we help the customer or GM helps the customer.
As for the customer's portion (always ask for their participation) in out of warranty repairs after 6-12k miles. We work our claim, and make the adjustment in the system for the split. It is against GM policy to charge the factory full warranty price and the customer the difference in warranty and customer pay. We make the split at warranty prices. example: $1000.00 repair at warranty. 25/75 split. Customer pays $250.00, warranty pays $750.00.

Our advisors are given 3/3 goodwill with the customer, but have to come to management for the final approval. We teach them to suggest "they" can get some help for the customer, but end up with us for the final ok. Advisors do not have the authority to approve warranty claims or splits, only that they will go to bat for the customer. We let the advisor be the "hero".

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