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Parts and Labor Warranty


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Guys- forgive me if there's already an existing thread somewhere re this topic...also, bear with my lack of general knowledge on running a shop...I'm new at this....

 

Anyway, I'm the primary investor in an independent shop specializing in import service, primarily BMW and Mercedes. We purchase most parts from non-chain suppliers like Worldpac or, in our case, small niche suppliers of import parts.

 

Yesterday we had a car come back with a bad motor mount that we had installed last October. Installation was fine- the

part was new but failed due to poor quality. The supplier will warranty the part but we essentially lost money by tying up a lift to replace it w/out being able to charge the labor. What do you do to keep this from happening?

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This is one of the reasons to make sure your charging enough for your parts and labor to cover things that happen like this. I know Oreilly's where I get most of my parts from will pay labor claims if the part fails in their warranty time. Its not much but at least I can pay the tech for the repair and not have to eat that part.

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I had the same thing happen to me. We purchased a power steering hose (high pressure) and installed it in a vehicle and about a week later the customer came back stating it was leaking. We saw that it was leaking in the fitting so we replaced it. About a week later, the customer comes back again stating it is leaking again. The customer asked us where we purchased the hose from and we state Carquest. He asked if we could try another vendor, so we try Napa. We install the part and the customer never saw a leak again.

 

When we tried to claim a labor claim for the defective part from Carquest, they state that the line was pressure tested and came back with no negative results so they would NOT issue any labor claim payment. Haven't heard anything back for the 2nd hose but it seems unlikely that they will honor their labor claim. Ever since this incident, we have tried to not use as many Carquest parts as it seems as though they won't stand behind their parts.

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This is why I like AutoZone for most of our parts. Although I haven't had many issues with parts, when I do, they replace the part and credit our account for the labor with very little hassle. Items like alternators, starters, struts, shocks etc... are 100% labor reimbursement.

 

We also use Car Parts Warehouse. They have good prices, but all warranty claims are through the manufacture which can be a pain.

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  • 3 weeks later...

Memphis Rob---- Have you checked with Worldpac? I have used them for years. We specialize in MB, BMW, Saab, and Jag. They are my #1 supplier. I asked my parts manager about labor reimbursement and he said he has never asked. I wanted to see if you have and what answer you got if you did check with them.

 

I also wouldnt mind if we maby started a new thread discussing tools used for Euro cars. If you want to go into it or have a guy at your shop that would be more knowledgable I would love to discuss because I have bought what I feel is junk lately to save a few bucks and really hate myself right now.

 

Thanks,

Joseph

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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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