-
Comebacks, Rechecks and Complaints – Sample Document from Premium Member’s Area
Comeback for different issue soon after car was in for service:When a car returns for some type of issue soon after it was in for any kind of service, always start by doing a recheck or quick check at no charge regardless of the type of issue in order to demonstrate our interest in helping the customer. Then, if it can be established that the issue is definitely unrelated to what was recently done, explain the details clearly to the customer and recommend the appropriate testing, repairs, etc.Comeback for the same issue soon after car was in for service:When we perform a repair that we told the customer would correct their symptom, but it turns out the cause was something else and our previous repair may have not been needed, we cannot charge the customer for two fixes when it may have needed only one of them. When the repair we are not going to charge for is less than $_____, you may handle it without first getting authorization from management. For repairs above $_____, review it with management on how to proceed.Customer complaints:When the problem is definitely or likely related to our service or parts; you may take care of anything up to $_____ without first getting authorization from management. For repairs above $_____, review it with management on how to proceed.When the problem is unclear or unlikely to be related to our service or parts, but the customer is convinced that it is, you may take care of anything up to $_____ without first getting authorization from management (unless the request is extremely ridiculous). For repairs above $_____ (or for a ridiculous request) review it with management on how to proceed.The point is that we want to keep most everyone happy in order to keep them and their coworkers, neighbors, friends, relatives, etc. coming to us for all their auto service needs; and to have them recommending us to others.Rechecks – recheck estimates:If we have already charged for testing and/or repair for the issue, then we can do a no charge recheck to get a handle on what is going on. If the rechecked issue is determined to definitely be something different than what was handled previously, then testing should be recommended and authorized. If you get strong resistance to this, discuss with management on how to proceed.The goal is to prevent having irritated customers as much as reasonably possible.If we have not charged anything for testing and/or repair, then the recheck would not apply. It should be written up for normal testing charges unless you are just going to do a very quick look.Warranty and/or comeback jobs:Whenever the same part that we replaced needs to be replaced again and the cause of the failure is not an obviously defective part, we need to find out the cause before proceeding.When the same part that we replaced twice already needs to be replaced again, we must find out what is going on and come up with a definitive answer. Just replacing the part again and giving it back to the customer makes it almost a sure thing that it will again be back for the same problem with the part failed again. -
0 Replies
Sorry, there were no replies found.
Log in to reply.