DIY Warranty Violation

If you are referring to the return of "defective" parts, well, you may technically be right. You don't always have to send them back, particularly if it is very heavy, but you have to keep it until the regional rep comes to the dealership or in the case of light items, it is just easier to send it in.

At least it used to be that way, 15 years ago when I represented several dealers and was VP of a couple of others.

As late as 3 years ago, I tried to get a part that was replaced on my Thunderbird under warranty at a Lincoln Mercury dealer, and they told me that it had to be sent to the manufacturer. Then again, I was talking to car guys, so bear that in mind.

 

Also, in the case of a squeak or rattle, there usually won't be a part to return because the original part(s) is (are) either adjusted, reinstalled correctly, desqueaked or derattled by various methods, etc.

 

+1

 

I am also shocked when I find a competent dealership. I typically pray that they don't (further) screw things up on my car when I bring it in for maintenance. But then, it's not like I've ever gotten a dealer to cover a warranty claim. My personal experiences with Toyota dealers are such that this Prius is the last Toyota I (or my family) will ever purchase.

 

Actually, the process is that ALL parts replaced under warranty must be clearly marked (if possible) to show the defective spot, then the part must be held in the parts department until Toyota reports the part as ready for disposal or to be sent back to Toyota for inspection. If the part is to be disposed of, it MUST be destroyed. Toyota is very serious about this and periodically pulls surprise inspections, looking for noncompliance. If a part is called far return, and the dealership cannot locate it, the entire claim is then charged back to the dealer, including the labor.

Warranty audits are performed as well where EVERY warranty claim is subject to review and any in-discrepancy results in a charge back. Dealers have been charged back THOUSANDS of dollars for not following the rules.

Warranty claims which do not require a part to be replaced are reviewed as well and just as closely. If the repair order has not been signed by the customer or if the information on it isn't correct, charge back. Dealerships are very careful not abuse warranty. Those who have been through an audit are doubly so. Imagine the IRS times ten. It ain't no fun.

 

I was saying American brands do cover rattles and noises under the 36k bumper to bumper.

 

Customers of course don't hesitate to sign those repair orders because they think their dealers are doing them a favor by being proactive in performing unneeded repairs under TSBs, especially once they see the 3 or 4 figures on them.