DEALER RECORDS IN SUPPORT OF WARRANTY CLAIMS
MODELS AFFECTED:
One of the prime requisites for a successful dealership service operation is maintaining complete and accurate records. This begins with the service writer's initial preparation of the repair order and continues on until the repair order is closed and filed. Technicians, parts clerks, accounting personnel, and warranty claims clerks all have an involvement in properly maintaining these records as does service management.
A major part of your service business involves repairs covered by the new vehicle warranties. The Buick Service Policies and Procedures Manual defines the dealer requirements for substantiation of warranty claims, and it is in the interest of all dealer personnel involved in warranty related records to assure that these requirements are followed. To help you accomplish this, we have developed a list of the most important areas. We suggest a meeting be held with concerned dealership personnel to emphasize the importance of following these procedures.
We strongly urge you to thoroughly review your present procedures regarding warranty records to assure that you are in full compliance.
1983 Policy and Proc.-Section I Item Page Number
1. During initial Repair Order write-up,list 61 a brief description of each warranty problem as related by the owner or user.
2. The shop copy of the repair order must 61 be removed from the others before given to the technician.
3. All details of complaint, cause, and 61 correction must be noted on the face of the copy and transferred to all other copies.
4. Each repair order must be signed by 61, 62 owner/user and a copy given to owner/ user after repairs are complete.
5. Operations added on after owner/user 61 has signed repair order must be approved and initiated by dealer service manage- ment prior to the actual repairs being performed.
6. Labor Operations and times will be 62 determined by dealer management. If straight time is requested, the actual time required to perform the repair must appear on the face of the shop copy, explained in detail and initialed by dealer service management.
The name and/or number of technicians performing repairs must be put on the face of the shop copy, opposite each such operation.
7. Technician time tickets, stubs, or strips 63 must substantiate all labor on repair orders.
8. The shop or hard copies of repair orders 63 must be retained in vehicle identi- fication number sequence.
9. If a two-repair order system is used, one 62, 63 for customer pay, the other for warranty repairs, all copies of both repair orders must be cross referenced with a copy of the customerpay repair order attached to the warranty repair order.
10. The scrapping or warranty copy of the 63 repair order is to be completely priced out for all parts and labor.
11. The name, number and quantity of all parts 61 used in a repair must be shown on, or attached to the repair order.
12. Repair diagnosis time is included in all 26 established labor operations where it is required. It is the responsibility of qualified supervisory personnel to assist technicians in problem and system diagnosis.
13. Sublet invoices must show VIN and repair 62 order number and the repair order must be cross-referenced to the sublet invoice. Reason and details must be shown on both documents. Attach original to dealer copy.
14. Sublet repairs will be reimbursed at 54 dealers actual cost, not to exceed the parts and labor allowance when performed by dealer. If the work is done for the dealer at a discount, the actual cost must be claimed. It must not be shown on a warranty claim as a dealer performed repair.
15. Towing charges will be accepted (a) if 62 vehicle cannot be safely driven due to failure of a warranted part, (b) if charges are reasonable, (c) to nearest Buick dealer. Invoices must show reason vehicle was towed, license or VIN, miles towed and starting point.
16. All defective parts related to warranty 65 claims must be properly identified with a completed claim tag and must be held for 30 days after credit is received or until scrapped by a Buick represent- ative, unless otherwise instructed by Buick Motor Division.
17. "Shop comebacks" are not eligible for 57 consideration as a warranty claim.
18. A copy of the original repair order or 63 sales invoice when the parts were installed or purchased must be attached to the second repair order to substantiate replacement part claim.
19. Dealers utilizing the Option A warranty 50 labor rate plan must list the retail labor rate(s), as well as the hours and/or tenths of hours being charged for each repair on all retail customer and warranty repair orders.
20. Dealers must post and charge a retail 47 labor rate equal to their warranty labor rate approved under Option A.
General Motors bulletins are intended for use by professional technicians, not a "do-it-yourselfer". They are written to inform those technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions and know-how to do a job properly and safely. If a condition is described, do not assume that the bulletin applies to your vehicle, or that your vehicle will have that condition. See a General Motors dealer servicing your brand of General Motors vehicle for information on whether your vehicle may benefit from the information.
