disaster-combining c/p and warranty;closing out ro right awa

[franks283]

Well, we have gone to combining c/p and warranty, closing as the customer leaves...total disaster...I'm gonna have a ton of JV's to turn in, a ton of backflags, and I'm not getting sublet bills. Three C's are incomplete, parts charged out when they shouldn't be, parts charged out at wrong markup, labor not charged out, etc. Service managers, service directors, do not even consider this. BAD IDEA.

[texaslp]

We've always closed cp and warranty together. It sounds like you have other issues that need to be addressed so that the ticket is a)done right to begin with or b) the advisor is reviewing the ticket before the customer picks up and pays.

[btk]

I agree with texaslp, I think it is the only way to go, never, never had a problem doing it that way,depending on your DMS , you can close customer pay separate from warranty, even though they are on the same ro, sounds like maybe that is where your breakdown is.

[Old Irish]

Gee, we've been combining "C", "W", and "I" on repairs order for ages.

Don't give up yet. Any big change hits bumps in the road. Make a cheat sheet...which may need a couple revisions as you go..describing how to handle the change.

Cheers
DD

[PHoskins]

Are you sure these are new issues or just prior ones? Combining c/p and warranty should not cause these problems as long as everyone involved: service advisor, warranty clerk, parts,etc. are doing there job correctly. As Old Irish recommended a written process might be the answer.

[franks283]

They are definitely existing problems. Stuff I could handle with the ro open. What's funny is that it is not a big deal for others, but it's a complete disaster for me. To do everything properly, I would have to turn in about 5 or 6 pages of JV's a month. It's pretty ridiculous. I'm staring right now at an ro that had bulk gear oil charged out. I work for one of the big auto groups around, and they decided to make this change suddenly, without any real training(at least warranty training). For example, "what do you do when an RO is closed out with the wrong accounting?" I guess you could say existing problems are becoming magnified. Another thing, the one that really bothers me, is that instead of the process being handled by the WA, now techs and service advisors/salesman have complete control over warranty labor time. So if a technician wants, say, 1.5 hours, and the operaton pays .8, I am gonna have to submit a claim for an extra .7 diagnostic. It's just a mess, and I pride myself on being a good warr. admin(never been audited in 13 years), and now, all I am is a data inputter. Good post, btw, texaslp. Before any major change is done, everyone should be on board, and properly trained. Just venting, I guess. The good thing is, it can't get any worse

[Old Irish]

Are you on Reynolds and Reynolds ?

DD

[DealerProfit]

Frank your problem is with the errors, not with how the RO is closed. If you separate W from C onto separate RO's it just gives you an additional document to correct. The only real difference is you can correct it when it is more convienient for you personally, instead of having to do it right away so the customer can pay the bill. Why not fix your people so they actually do it correctly then you would not have to fix them at all. I bet that would actually leave some time in your day to.... I don't know.... Manage???????

[Vince Lyons]

Well DP, that's just not fair.

If you re-read the posts I'm sure you'll see that as Warranty Administrator he's at the bottom of the food chain and not te Manager. You're suggesting that the tail should wag the dog. What he has to do is get his manager involved in realizing the severity of the problem and the need for the process to be tweaked. Whoever is doing the billing needs to doing it right

------------------
When in doubt, charge it out !
I'll be right back with it = Bill it to the Shop Ticket
(Enter any name) will bring you the RO = Charge it to my Personal AR

[GMFXDOPSMGR]

We have always had the c,w,i on one RO also. We require the advisors to insure that the customer side is correct to their estimates. They can have parts moved if on the wrong line, they can proof the ticket to get all lines correct. The techs do not have the ability to flag warranty times, so management should stop this. Only the WA or management should flag techs for warranty.
If you are on RR, management can prevent tech flags on any RO thru passwords or restrictions in admin.
We have very strict guidelines for this. When an advisor rushs in wanting a warranty line closed so they can close the customer line, I have always told them to proof the CP line, get parts moved if on the wrong line, bring the warranty back for flagging. I make it the advisors responsibility to insure the RO is correct.
When it is possible, the tech takes the RO to the WA 1st, then the advisor gets the RO.
All in the set up.
Talk to your manager. He should get this right. Like all the other post, this is usually a normal procedure.