Guidelines for standard warranty workflow procedures
Meeting customer expectations always should be top priority, especially when dealing with warranty work. Service provider communication is a critical factor when dealing with repair orders that involve equipment still under a specified warranty.THREE STEPS
We suggest that our partners consider the following guidelines when interacting with a service provider on a warrantable repair. Starforce also recommends that the service provider consider these guidelines when servicing warrantable repairs.
Doing so will help expedite the repair process, ensure accurate communication and document the results with a common set of details.- Step 1 – Identify the details needed before starting a warranty repair
A. Document the customer complaint.
» Why do you believe this is a potential warranty claim?
» What evidence supports the potential warranty claim?
B. Determine/obtain the:
» Customer identification information,
» Unit year, make and model,
» Product identification number,
» If a vehicle, record it’s current mileage/engine hours,
» Warranty start date.
C. Determine any parts replacement warranties in effect.
» Obtain repair order documentation or parts invoice with date/mileage and provider name,
» Check the OEM history for documentation and substantiation,
» Depend on the customer to provide backup documentation should discrepancies arise.
» Determine the initial concern,
» Ascertain the details of the unit’s warranty repair history,
» Diagnose the concern and audit the availability of warranty coverage,
» Obtain and document Starforce pre-authorization information when required before starting the repair,
» Inform the customer as to warranty status and estimated repair time,
» Update the customer as needed should there be any change in repair status,
» Complete the repair and inform the customer accordingly.
» Customer data needed at the completion of the repair order,
» Standard service provider repair order invoice, including any manufacturer campaign repairs, with “no charge” notation,
» Electronic coding on the repair operations with the manufacturer, even if a “no charge” repair.