GENERAL OVERALL GUIDE FOR Dealing with warranties starts when you sell the item , be clear what the warranty terms are when selling the part ,
We will always work to avoid them occurring
in first place by having worlds best internal systems
Despite our best efforts warranties will still occur(they always occur that’s why the automotive industry exists
CARS FAIL –IT’S A REALITY –NOBODY LIKES IT
BUT IT HAPPENS EVERY DAY)
If we do have issue we will deal with as an
absolute priority in a professional manner and as best we can keep the customer satisfied
It is our ability to resolve problems that makes customers want to deal with us in the future
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GUIDES FOR WARRANTY TERMS
WE MUST BE NOTIFIED OF WARRANTY IN THE
PERIOD FOR IT TO BE VALID
THIS IS A GUIDE,
AS A FURTHER WE ARE MOVE
FLEXIBLE WITH THIS DEPENDING ON CUSTOMER VALUE TO THE BUSINESS
AS A SALES PERSON BE PROFESSIONAL EXPLAIN THIS UP FRONT TO YOUR BUYER -ESPECIALLY WHOLESALE BUYER!
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NOTE THERE ARE DIFFERENT TYPES OF WARRANTY
PARTS ONLY WARRANTY
The buyer has elected to have discounted
price and forfeited labor warranty
IN THE EVENT OF A FAILURE DURING WARRANTY
PERIOD WHICH WAS JJ FAULT ,This covers the cost of
either repairing the damaged items or
replacing item –at JJ discretion
freight to send the replacement item to the
place of purchase (we don’t cover freight to 3rd parties)
freight to send the faulty unit back to JJ Auto parts
This doesn’t cover
labor costs, commercial costs (freight
towing,lost business etc)
freight to send the replacement unit to
wherever
any labor warranty –not even start up –they
elected to not want labor warranty
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PARTS AND LABOR WARRANTY -
This covers the cost of
either repairing the damaged items or
replacing item –at JJ discretion
freight to send the replacement item to the
place of purchase (we don’t cover freight to 3rd parties)
labor costs to remove the faulty
item/replace it (at MTA quotes times and hours)
Freight to send the faulty unit back to JJ Auto parts
This doesn’t cover
, commercial costs (freight towing, lost
business etc)
freight to send the replacement unit to
wherever
any labor warranty –not even start up –they
elected to not want labor warranty
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Techniques/Tips
for dealing with complaints
·
Treat the customers as a valued
customer. At the time of complaining they are feeling anything but valued and
so any time spent on repairing their hurt feelings will be productive.
·
Give the customer all your attention
and in a face-to-face situation, make eye contact with him as soon as possible.
You may have to use all your skills to preserve your relationship with the
customer.
·
Act and speak calmly. Care and
consideration are the best chances of limiting the damage to the relationship.
If care is not taken, the complaint can erupt into a confrontation.
·
Use the customers name often and
with care. The sound that people most like to hear from others is the sound of
their own name.
·
Listen patiently and attentively to
the complaint. The quicker you can get the customer to calm down the quicker
you can deal with the complaint.
·
Be sure and get all the relevant
information. If necessary ask questions and repeat the complaint back to the
customer.
·
Whenever possible, offer a solution
that meets the customer’s expectations.
Remember the objective is to maintain the relationship, keep the customers, which means satisfying them. The saying that ‘the customer is always right’ is never truer than in dealing with complaints.
If
a solution is becoming difficult ask the magic question: what do you think we
should do that will solve the problem and be fair to both of us.
In
most cases, customers who are complaining will require you to do less than you
were willing to do, so accepting their solution will not be difficult. You may decide to ask this question before
you have to negotiate. The benefit of asking earlier is that you can nearly
always settle on the customer’s terms, which is an advantage.
·
Follow up to see that the
arrangements you have made about fixing the complaint have been carried out as
you promised. When you are certain that everything is in order, write the
customer a simple thank you note saying that you appreciate having the problem
bought to your attention and having the opportunity to make it right. Tell the
customer that both he and his business are appreciated.
·
When you have solved the problem and
repaired the relationship, make sure you take whatever action is necessary to
see that the complaint is used to correct current procedures so that this type
of complaint won’t arise again.
Investing you time and money in your customers is an investment that almost always pays off handsomely. Customers who complain are a luxury all business can afford. Customers who aren’t satisfied and don’t complain are a liability that few can afford.
When receiving initial warranty call - s-
Be
calm and reasonable, understand the customer has an issue and wants it resolved,
if it is our fault we are happy to resolve this for the customer
Ask
what the problem is:
Get
the whole story, and note it down on invoice copy so customer doesn’t have to
repeat the story twice
Finish
with “let me check with our sales manager and quickly get back to you, he has
some more experience than me so maybe able to come up with something for you which
can get you going quicker”
Run the situation across sales manager, offer possible solutions to sales manager.
Warranties
must be treated as a priority, act on them promptly to minimize the damage to
the company!!
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Warranty
is a part failure:
(Usually
this means that the part needs to be repaired or replaced and will cost us
money)
Warranty
is NOT a part supplied incorrect or damaged.
When
quoting warranty to customer we must ensure customer understands if they have
purchased part with parts only warranty that if part is faulty on startup or
before leaving workshop labor will not be covered.
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