CCND verification

[dpool]

I did not like the pre-tech verification process when first institued by GM,and the Nov.issue of Warranty Admin. discusses it again. Am looking for opinions,and how others handle the issue in their stores.

[Old Irish]

Yikes. I'm totally out of the loop on this one.

What is it ?

Cheers
DD

[dpool]

Sorry,I should have explained better.CCND is the acronym for "Customer Concern Not Duplicated".GM wants our service consultants to be the ones attempting to duplicate the complaint before the technician begins the diagnostic process.

[Old Irish]

Ahhhhh. Ok, now I follow

Here's the guideline we use and I've never heard objections from any factory rep....

If the CCND requires any testing, measurements, or removal of parts to verify there is no problem then it's OK to claim time. IOW, scanning for history codes for a phantom Check Engine Light complaint or removing wheels to check a brake complaint would be OK.

If its strictly a hear-feel-see thing, then no claim allowed. IOW, a techncian isn't required to check for trim/appearance items or if the cat converter rattles on acceleration.

Cheers
DD

[capsgs]

I think DD hit it right on the head. You have to have a legit reason for the time. The one thing I don't understand is why they keep trying to put these things off on other employees. SAs have a full plate as it is. I can see them looking at visuals, but, at least at my shop, there is no time for test drives.

Cap

[robc]

But - and here is the issue outside of the policy ramifications - who then is going to do the verification? Very expensive techs who at best cost $20/hour and at worst are losing $80+ of billable time? I know the SAs are more than busy and I would rather have them working with customers than driving a truck around the block looking for a phantom noise, but if not them - who?

== Rob ==

[Old Irish]

We expect techs to perform routine verifications and test drives.

If its gonna take long test drives to verify problems (or repairs) the shop foreman or myself will take the time.

I don't want techs OR advisors spending time driving cars up and down the highway waiting for something to happen or to see if a check engine light is gonna come back on.

How long is "too long" varies day-by-day, depending on what's going on that day.

Cheers
DD

[dpool]

Thanks everyone. Looks as though we are all sort of on the same page. Just handle each as best as possible,and work with it on a case by case situation. Really appreciate your input. Everyone have a great week-end.

[frtendtim]

In my area of work, which is mostly suspension and steering, I typically do not flag any time on the RO if I am checking for a problem and cannot duplicate it. Mostly cause there are no labor ops for such check outs.