What are the Most Common Warranty Errors and Omissions and How can AAL Assist?
Any combination of these errors or omissions could result in a failed warranty claim or a charge back at audit. AAL provide workable processes, procedures and guidance to reduce the potential for the damaging financial consequences of failed claims and/or a poor audit result. Contact us now for further information.
- Lost revenues due to failures to make valid warranty claims
- Procedural inaccuracies, invalidating submitted warranty claims
- The lack of an audit trail to identify the progress of warranty claims
- Bonus driven targets, which encourage incorrect warranty submissions
- Claims not submitted in accordance with manufacturer’s policy & procedure
- Claims submitted without the correct supporting evidence ie measurements, tech codes/print outs/photos.
- Supporting documentation does not meet manufacturer’s requirements
- Late submission of claims, preventing legitimate correction of errors within manufacturer’s cut off dates
- No clocking times, insufficient clocking times or excessive clocking times. No mealtime/break times clocked
- No separate clocking for retail, warranty or internal work.
- Diagnostic time claimed but not justified
- Claims made outside the manufacturer’s time scale
- Poor recording of customer’s complaint
- Customer’s signature and date missing
- Job card print dates outside of customer signature, clockings etc
- Poor technician write ups
- Technician reports completed outside guidelines or failure to complete write-up in correct manner
- Incorrect labour codes
- Additional authorisation sought after the repair.
- Conflicting information on job cards invalidating warranty claims
- Additional work procedures not followed
- Correct repair procedures not followed
- Incorrect parts fitted, parts lost, parts not returned, parts not returned within the manufacturer’s time scale, new parts replaced instead of exchange parts, exchange parts fitted instead of new parts.
- Mislaid job cards, which could not be found at the time of audit
- Lack of filing procedures and recovery of documents for Audit
- Lack of guidance sheets to assist technicians and managers
- No systems of feedback from warranty administrators to technicians and management
- Lack of coaching or training in relation to manufacturers’ policy, procedure and norms (PP&N)