Comeback policy

[flyboy]

Anybody have a good written comeback policy?

- What determines a comeback
- What is process for handeling
- Repercussions to tech or ASM for comeback
- Where does expense go for parts required

etc etc

[dew23456]

Everyone can make a mistake. If a technician appears to have a lot of rechecks,(we refer to them as rechecks, then it is usually due to training.
I believe that most all tech's want to put out quality work.
We charge any necessary parts to shop policy account, labor is on the tech. And in some cases I have even paid the tech for the labor, knowing it was not really their fault.
I expect the tech's to stand behind us, we will stand behind them.
Our policy is not written in black and white, but we have reviewed the policy in several of our monthly service meetings.
Any past problems we had with rechecks have further been resolved by reviewing warranty RO's. If in for a c/e light and there are several parts on the RO, expect a recheck and work on training!
Stay on your advisors to track all rechecks, they easily forget.

[Old Irish]

I think we could spend hours on this. Frankly I think the problem is too broad, with waaaay too many variables and "grey areas", to make a written policy workable. But that's just me. Written policies can be very confining.

My philosophy is about like Dew's.

Over a period of time it isn't hard to see where the serious comeback problems are and deal with them employee-by-employee.

Gotta run

Cheers
DD