If you were in charge of warranty repairs for a major marine engine maker...

1) Would you hold dealers to a 100% parts returned policy? No parts returned/shipped back, no "free" parts to fulfill a warranty claim?

2) Would you train dealer techs on how to decide to just tighten or remove/inspect parts as the first step in a leak fix under warranty?

3) How would you handle/please a retail customer demanding a new engine for his new boat, when it needs a $1,000 worth of parts to bring it up to fully within spec?

4) Would you include a haul out or marina charge under the warranty coverage or not?

5) Would you make the retail customer go back to the selling dealer in all cases for warranty work or allow him to go to any dealer for your brand engine for warranty repairs? Would this change if the customer moves away?

1) Nope, wouldn't want the expense of dealing with the parts.

2) Sure, why not???

3) Explain $1000 is only x% of full cost of engine.

4) Dunno, do some insurance policies cover this?

5) No, any dealer should be good.

Did I pass?
Kelly

1) I would list this as the rule, but have my engineering and QC departments responsible for final decisions. Good digital photos may suffice on occaision to prove or determine failure mode.

2) Of course. At the very least, produce technical literature on the matter and distribute to all the dealers.

3) Case by case basis. Try to be as consistent as possible. What Kelly said.

4) I believe all factory defects and all associated costs for repair (including haul out) should be covered by the factory. We haven't even gotten in to the time and aggravation the customer has gone through, that we can't repay.

5) Any dealer would work, with, perhaps, the suggestion of trying the original first.

Overall, I think the customer should be given more than what he expects in regards to warranty work. Make it as painless as possible. Its our mistake, let's make it right!

Ed

1) That would be the rule but it would be waived for dealers that could be trusted. Once they destroyed the trust I'd want to see the parts.

2) I've always felt the more training the better. Too few techs know how to troubleshoot. All they know is remove and replace. You would need to have a way to compensate the tech who took the time to troubleshoot and fix rather than remove and replace.

3) "Here's what it would cost to get your engine back in good working order. If you want to pay the difference for a new engine we'll do that instead. It's your choice."

4) I would probably offer that as an add-on to the basic policy that the customer could purchase. If he bought it, I'd haul the boat. If he chose not to step up and get that coverage, he'd be on his own.

5) I'd let him go anywhere he wanted. Many boat buyers buy from a dealer who is a couple of hundred miles away. It's not reasonable to make him go back there for service.

1) I'd want the parts back Could be that the parts manufacturer needs to have the part to determine if there is a defect in how the part was made, a problem w/their QC, etc.

2) I'd want the techs to be fully trained. Wouldn't want any R & R (remove and replace) "techs" working on the boats.

3) ditto GFC. If the warranty covers the $1K, then it's up to the customer to pay the difference.

4) My warranty doesn't cover the cost for trailering my boat to have it fixed if necessary. Don't know how expensive it is to have a boat hauled out of the water. If the dealer is ON the water thought, the cost should not be passed on to the customer. Just my $.02.

5) The policy of making the customer take the boat to the selling dealer is just so much cr*p. What if the customer has moved away from the original selling dealer? Even if they've move w/in the same state, that shouldn't make ANY difference. What if the maintenace shop of the selling dealer isn't "up-to-snuff?" This policy should evaporate and go away. The boat builder should cover the work performed under warranty regardless of which of their dealers perform the work.

Most boat and engine maker warranties are set-up for the customer (you) to go to any of their service dealers. Some dealers may not be service dealers for both brands, though.

One of the popular warranties sold by dealers that is not from either the boat builder nor the marine engine maker, however, DOES require the customer to go back to the dealer who sold the policy. And, if you have a falling out or develope a lack of confidence, you still have to go that same dealer. One reason why the dealer sold the warranty in the first place was to "tie" you to his business.

Finally, each dealer is an independent business. If that dealer does not want service boats he did not sell, its generally his right to say no to either warranty or non-warranty work from you. This dealer response is the main reason that some conflicts about service and support arise.

1. I would say yes to all major parts. Dealers are known from time to time to nail the big faceless manufacturer to please their customer or their own bottom line.

2. I would say yes, depending on feasibility of doing so.

3. Usually when customers "demand" something...it's more than what they are entitled to. But that's case by case.

4. Yes, the warranty is to make the customer "whole"...and those costs are real.

5. For a manufacturer warranty, no, any certified dealer would be fine. Aftermarket warrantys are a whole other deal...

My boat needs some Mercruiser warr. service and I purchased my boat from a dealer 150 miles away (one way). Local Merc dealers put me on the "back burner" and won't look at it for 4 weeks! They suggested I take it to my selling dealer to get it done faster.....

1. No, but I would keep track of the quantity of parts that are going to each dealer to make sure they are diagnosing the repair instead of changing parts out and trouble shooting the problem.
2. Yes
3. Provide a new engine.
4. Haul out charge would be the customers $$$ but I would sure handle the second haul out charges if we could fix his problem the first time.
5. NO, You can receive warranty work at any factory authorized dealer

It seems that parts go back to be reviewed for improvements as well as to insure that there was no abuse, wrong oil, no oil, water in the engine, etc.

Still sent back to the factory.

1) Maybe not 100%, but as a rule would like them back to determine failure mode, QA or trend data.

2) Yes. That should always be the case. Might be a non mechanically inclined 'boat owner' who doesn't want to tackle a simple fix, or a mechanically inclined boater, who knows how to fix it, but wants the warranty to service it in case somoething goes awry.

3) I would explain to the owner the choices. If he insists, I'd replace it.

4) I would not include a haul out or marina charge, much like return shipping is typically not included in merchandise warranty returns.

5) I would give him the choice. I would contend that the relationshp with the selleing dealer is important for the entire boat. If he strongly insisted (i.e. because of a bad relationship) then I wold allow him to any 'factory authorized' service outlet/dealer.

If ALL questions assume that I am the manufacturer and NOT a dealer:


1) Would you hold dealers to a 100% parts returned policy? No parts returned/shipped back, no "free" parts to fulfill a warranty claim?
Yes. Keeps everything and everyone honest.


2) Would you train dealer techs on how to decide to just tighten or remove/inspect parts as the first step in a leak fix under warranty?
If a dealer tech doesn't already know this, he shouldn't be a dealer tech.


3) How would you handle/please a retail customer demanding a new engine for his new boat, when it needs a $1,000 worth of parts to bring it up to fully within spec?
Depends on 'time in service'. For example, if an engine needs $1000 worth of repairs within the first 30 days, I would authorize a new engine, no questions asked. Beyond that, since most warrantee's state the option to 'repair or replace', the mfr. has no legal obligation to provide a new engine. If the DEALER wants to eat the difference to keep a good customer happy, that's up to them.

4) Would you include a haul out or marina charge under the warranty coverage or not?
Should the factory be obliged to pay for a $400 haul out(that's what it cost me to haul our boat out of Lake Powell) to do $150 worth of warrantee work? -But say, a 50%/$50 maximum of the haul out cost would be justified if necessary to complete the warrantee repairs.


5) Would you make the retail customer go back to the selling dealer in all cases for warranty work or allow him to go to any dealer for your brand engine for warranty repairs? Would this change if the customer moves away?
Any authorized service facility, dealer or independent, can do warrantee work. Anything less would unacceptable customer service.