CCC's on recalls

[Hank D]

Our district service manager (now called AVM) tells us that we MUST have a complaint, a cause, and a correction statement for recalls. Example:
C: Customer states she received recall notice 12345.
C:had old style muffler bearing, requires replacement per recall 12345.
C:replace muffler bearing per recall bulletin 12345, install recall label, test drive

AVM claims that anything else is subject to debit.

Any comments?

[Doug]

Technically I suppose he is correct but I've never had any factory personell be THAT picayune ! The subject has never come up.About the most we ever write is "Replace muffler as per recall XXYYZZ."

However, when performing repairs according to a regular "tech bulletin" I do insist that the techs write "Confirmed concern matches condition described in Bulletin ABC123 and repaired per bulletin by replacing XYZ345."

[robc]

I don't think this ever comes up that much either. Mainly because (1) GM is asking that the repair be done, and (2) GM really wants you to do the repair so why make it difficult.

That being said I think it's a good idea to fully describe the repair. I hate getting into a situation where we apply different rules to different transactions. Recalls are handled this way, GMPP claims are handled another way, etc. I think it's easier to teach, control and reinforce one set of guidelines. Otherwise you let one area slip and soon enough it will be two or three.



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

[jargonaut]

I have used in the past Reynolds & Reynolds and ADP systems and you can program them for job codes using recall number and a description automatically which will allow you to print as a complaint, cause, and correction simply and easily. We even entered the op code data on many recalls so claim can be more easily facilitated at closeout of RO.
Of course while its highly unlikely GM would audit your recalls and debit them back for poor 3C's , it is true all claims require these be shown and why rock the boat or alter a routine ?

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Alan The Warranty Guy

[warr_wiz]

I agree with Rob. (and no I'm not sucking up)All repair orders,and I mean ALL repair orders, regardless of who is paying, are required to have 3 C's. My explanation is that the advisor writes excactly what is on the repair onto the customer invoice. That way if the customer picks up the vehicle after hours, they will have a full description of what was done and why. Just because GM is paying the bill,does not mean they don't want to know what and why they are paying. It seems a little nit-picky, but that's what the P&P manual says. So that's what we are required to do. As for programming 3C's into the R&R or ADP systems, yes it is actually very easy to do. You can put whatever you want to in each area as well as labor ops and tech time. I am sure the provider will help you swet it up if your not sure how.

[Michael White]

All of our recalls have the CCC's by default. There is absolutely no typing that has to be done. In R&R, you can make multiple
corrections. To access them, just hit "?" and they will display. For a cause, I usually put " Per recal 99065" for example.
Spending 5 minutes doing the programming saves hours of input later. Recalls are probably one area the factory auditers may give you a slack, since this is one of the only areas theat you are doing them a favor. I am surprised they still pay us the .1hrs admin time.

Mike