How to get customers to come back for warranty parts?

[partslife]

We have a growing list of warranty special ordered parts that are not getting installed. Customers are not coming back, does anyone have any ideas how to prevent this?

[Bucko21]

I know a lot of people won't agree with me, but when that started happening to me at one time, I started writing off the parts against the Service Dept. I would give the Service writer, the Service Manager, and our Service BDC copies of the original order every 2 weeks after the part had been in the Parts Dept. 2 weeks. If after 3 months the parts were not installed I would put them in a box and charge the service dept. for the parts and drop the parts on the Service Managers Desk.. I charged them twice and guess what? Those customers started coming back within a couple of weeks.. Was I wrong in doing it this way? Sure, did it work? Absolutely!

[AdamRich1785]

Same here. I just charged service for restock fees on parts because they didnt diagnose it right the first time.

They'll get the hint. The service department isnt in charge of the parts department.

[Torgy]

I wish that we could have the customers put a deposit on the parts until they are installed. But what kind of a CSI havoc would that raise?

I would like to stop ordering recall parts for older vehicles that come in for an oil change and their VIN is ran through GM Global to find that there is a recall open.

[X476]

On interior trim parts we have the customer circle the problem area with a black permanent marker works like a charm.

[JeepGuy]

We charge Service the 35% return charge, return the parts and move on.

[FixedManager]

Stop ordering parts for customers that won't commit to a return appointment.

[Torgy]

JeepGuy...who do you charge the 35% to, the service department?

[Torgy]

we have not pre set appointments in the past but starting today we are!

[AdamRich1785]

JeepGuy...who do you charge the 35% to, the service department?

That's what I do.