by Tony Surtida
Tony Surtida has been involved in the auto industry since 1990 and has had a long and distinguished career not only as a sales consultant but as a sales manager and finance manager as well. He currently works a Finance Specialist. His knowledge of the auto industry will be an invaluable tool for those in the market for a new or newer vehicle. The insight he shares in this column is a culmination of years of experience which he hopes will provide information one needs to make an informed choice.
Kung Sasakyan din lang naman, ‘wag nang kung saan-saan pa. Kay Tony Surtida na!
How do you resolve car warranty issues?
A previous client of mine, let’s call him Jefferson, called me last week to complain about being asked to pay for work done on his Jeep Cherokee, purchased a year ago, and supposedly covered by the “bumper-to-bumper” manufacturer’s warranty. He was being asked to pay $462 – the cost to replace a defective electronic sensor, which was triggering his “Check Engine” light. The service technician states that the part they pulled out of the unit was not an original Chrysler product and as such, was not covered by warranty.
The problem here is that, aside from an oil change performed by a third party, the Jeep had never been serviced. The vehicle never needed servicing, until now. So, the news (that his Jeep had non-original component) came as a shock to him. He didn’t know what to do…. He argued, first with cashier, then the technician, then the Service Manager, all to no avail. HE WOULD HAVE TO PAY $462 IF HE WANTED HIS VEHICLE BACK.
He calls me in frustration asking for my advice. After a few hours and multiple phone conversations, here’s what I recommended:
- Get a written statement from both the Service Technician and Service Manager, stating why he was being asked to pay.
- Ask for the original component in question. If they won’t release it, take pictures – to include the part/serial number.
- Get details of the replacement part – including part/serial number
- Keep a copy of your receipt
- Prepare your own written statement, detailing everything that you remember of the incident
Take the above information, and do the following (in this order):
- Email the dealer principle (Dealership Owner) and state your case. Simultaneously,
- Write a Google Review and Facebook Review. And finally,
- The Canadian Motor Vehicle Arbitration Plan (CAMVAP https://www.camvap.ca) – a private institution tasked to resolve warranty claims thru binding arbitration. This service is FREE OF CHARGE.
Your problem will be resolved, one way or another. You just have to fight for it.
If you find yourself in a similar situation, CALL ME AT 780.710.4895. I CAN HELP.