Much like the late comedian George Carlin, dealership consultant Rob Campbell has seven dirty words. But Campbell's words are those he says shouldn't be used on a warranty claim, lest they raise a red flag for auditors.
They are:
Campbell emphasizes that honesty is the best policy with warranty claims. But those seven words, if used by themselves, could imply a part needed to be replaced because of a crash or owner abuse — situations that aren't covered by a warranty. Only failures that are the factory's fault are "warrantable," Campbell says.
For example, a part that breaks because it was poorly designed or wasn't attached properly at the factory would be covered. In a repair order that becomes part of a warranty claim, Campbell says, it's better for a technician to say a piece of plastic molding broke because of "poor adhesion" — assuming that's accurate — instead of simply saying it's "broken," with no other explanation.
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