CUSTOMER CHARGES FOR DIAGNOSIS ON WARRANTY REPAIRS
Customer Charges for Diagnosis in Subject: Conjunction with Warranty Repairs
The following letter was sent to all Pontiac Business Management Contact Dealers on March 11, 1992.
Customer perceptions as a result of a warranty repair experience directly impacts customer satisfaction, loyalty and repeat business to your dealership. Owners are particularly sensitive to service charges in conjunction with warranty repairs and generally do not expect to receive charges for repairs covered by the New Vehicle and Emissions Warranties.
One area which is vulnerable to misinterpretation is problem diagnosis when evaluating warranty repairs. The Service Policies and Procedures and Labor Time Guide Manuals contain the following information relative to diagnosis:
Diagnosis Time
"Repair diagnosis" time is included in all established labor time operations where it is required by the technician to perform the operation. It is the responsibility of qualified supervisory personnel to assist technicians in customer problem analysis and system diagnosis. Zone service personnel should be contacted for assistance in circumstances requiring extensive diagnosis. Time for extensive diagnosis will require approval if deemed allowable.
Following are definitions of the terms used in the preceding statement:
o "Customer Problem Analysis" - The process of translating the customer's problems to a symptom. Examples are: A/C insufficient cooling, brakes pull-right, engine diesels, hesitates-cold, etc. It also includes those failures which are readily apparent to the normal senses of sight, touch, sound, and smell. Defining these are the duty of dealership service management.
o "Symptom Diagnosis" - The process of finding the source of problem based on a detailed symptom. Symptom diagnosis is completed when the problem has. been found.
o "Repair Diagnosis" - The checks, tests, and measurements needed in the repair to find the cause of failure, or identify faulty parts. Examples are:
- Cleaning and inspection of all parts such as gears and clutch plates;
- Use of test equipment classified as GM essential tools;
- Use of common testers such as ohmmeter, voltamp meter, or timing light that are included in the service manual procedure.
Customers are not to be charged (except for the deductible provisions) for diagnosis in conjunction with warranty repairs under the New Vehicle and Emissions Warranties. Such charges are included in the warranty claim as outlined in Pontiacs' policies.
Reviewing these diagnostic payment practices with your Service Department personnel will improve both customer and product satisfaction.
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.
