Most warranty claims start out the same way, the customer either calls or drops by the dealership with a concern about their vehicle. Quite often, the conversation will start out something like this: "My car is making this clanking noise. Is it covered?" The Service Advisor
My car is making this clanking noise. Is it covered?
will typically say: "I don't know. We'll have to look at it and see." To which the customer will say: "But I have a warranty!" The Service Advisor would love to say "Yes, it's covered!", but they can't. Sometimes what seems to be the most obvious cause of a problem turns out to be something entirely different.
On day one of Service Advisor training, Service Advisors are taught "The Three Cs". They are: Complaint, Cause and Correction. The Complaint details the customer's concern.
At this point, and not before, can it be determined whether the issue will be covered under warranty or not.
The Cause is what the technician has determined created the problem. The Correction is what labor operation needs to be performed and what parts, if any, need to be replaced to correct the issue. At this point, and not before, can it be determined whether the issue will be covered under warranty or not. The "Three Cs" need to be documented on any warranty repair order before the dealership can file a claim and obtain reimbursement for the claim. Also, in most cases, the failed part has to be held by the dealership in case there are questions about the claim in the future.
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