cross warranty bulletin issued

[jargonaut]

I saw the cross warranty bulletin was issued and wonder has anyone had any trouble submitting claims.Also since the wording of the bulletin leaves open all warranty repairs after resale does anyone have plans about dealing with this fact?

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Alan The Warranty Guy

[RICHLOWE]

JUST SUBMITTED OUT FIRST CROSS-LINE CLAIM TODAY. WAITING FOR A REPLY.

THE BULLETIN IS JUST AS AMBIGUOUS AS OUR MARKET AREA MANAGER IS WISHY WASHY ON THE ISSUE. WE PLAN ON LEARNING AS WE GO AND TAKING CARE OF CUSTOMERS ON A CASE BY CASE BASIS. NO ONE WANTS TO DEFINE "EMERGENCY".

I SEE PROBLEMS WITH THIS POLICY ON THE HORIZON.

[mark vandersteeg]

i think that this is g.m.'s way of breaking into things slowly to prevent outrage from certain dealers. eventually the gates will open and all barriers except tools and training concerns will break down. g.m. wants to see the dealers with the lowest c.p.v.s. and the highest c.s.i. (is that combination possible?) get the most work.

what if you only have one buick dealer in town, BUT three chevy dealers....the buick dealer has been so cocky thinking "where else can you go for warranty?, you have no other choice!", ...his c.s.i. stinks and it prevents further market penetration for buick? wouldn't it be in g.m.'s interest to send the buick customer to the dealer with the best c.s.i. regardless of brand? i think this will only raise the standard of service the customer receives, and the dealer who can deliver will be rewarded. i only hope that g.m. will respond and reward that dealer with better labor rates.

[This message has been edited by mark vandersteeg (edited 09-06-2000).]

[jargonaut]

Boy I wouldnt want to live in any town that had only 1 Buick dealer and 3 Chevys!!!
I gather from talking to several dealer svc mgrs who spoke to their reps that this is truly ambiguous and interpretations are subjective at best. My best thoughts are apprise used car buyers within the warranty period you can assist them with all their service needs be they warranty or not at delivery as long as youre committed to making sure you can perform those repairs needed under warranty readily in your shop. As to "emergency repairs" whats one persons emergency is anothers persons fun time out and my idea of an emergency is getting my car fixed ASAP with less hassles and headaches. I will utilize my idea of emergency as long as we are able to and understand the expense needs be maintained and quality must stay as high as car lines we dont sell.


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Alan The Warranty Guy

[wopigsooie]

In reading your comments on the Cross line warranty it is important to remember that GM went to the National Dealer Council for their input. They referred it to the National Service Council for their study. GM agreed to implement the program that the Dealers submitted. This is what the Dealers decided was best for the Dealer body.
This is a Dealer written Program.

[mark vandersteeg]

reply to wopigsooie, don't be so naive. gm doesn't make any move that isn't in their own interest. there may be some compromise that has occured, however, this is partially a result of further consolidation for gm and a way to possibly rid themselves of the smaller dealers that d.a.c. now handles. many smaller dealers cannot afford the training and equipment that it now takes to do cross-line warranty due to volume concerns.

[This message has been edited by mark vandersteeg (edited 09-20-2000).]

[wopigsooie]

to Mark, Have your Dealer contact his Dealer council representative for your area and find out for yourself.. This is a Dealer written Program. Personally I think it is a good start to what will likely be a complete cross line service in the future. The Dealers are the ones that asked for this.

[jargonaut]

I think regardless of who wrote the policy in the end its a warranty administration bulletin subject to the usual interpretations all GM POLICY & PROCEDURE is subjected to by the people visiting dealerships. In the end all dealers want to do whats best for their customers and themselves while NOT losing money from debits for determinations which sometime can seem arbitrary at best. Might we also ask since Wopigsooie who is unidentified and unregistered to take the time to register & be identified on this forum so we know to whom we are speaking to?

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Alan The Warranty Guy

[David Eby]

I just had my first experiance trying to deal with cross line warranty. I spoke to our ASM about handling a air conditioning concern on another divisions vehicle that was brought to us after the other dealer in town could not address the cust. concern at that time. He stated that since the other dealer was open at the time this repair did not constitute an emergency. As a cust. in Florida, if my A C did not work and the selling dealer could not repair it I would call that an emergency. My concern is that the other ASM in this market area feels the same way about his dealers performing non divisional repairs as this could be a one way street of our customers going to the other dealers if they find it closer or more convienient.

[jargonaut]

Id just list the complaint as an emergency request for relief from A/C inop for relief from heat or for health reasons , noting the owner went to another dealer in town (same make?) and they couldnt assist. That would constitute an emergency in the eyes of the customer which seems to me perfectly acceptable despite what your ASM thinks since all warranty emergencies that are taken care of by any dealer makes GM look better in a customer's eyes and ultimately sells more cars for GM!!