Warranty Coverage Question, Who pays? | FerrariChat

Warranty Coverage Question, Who pays?

Discussion in 'Other Off Topic Forum' started by SAFE4NOW, Aug 11, 2012.

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?

Who Pays

  1. The Customer, you added the aftermarket part(s)

  2. The Dealership, because they're the Dealership!

  3. The Manufacturer , it's under warranty, right?

  4. Other , feel free to post below

Multiple votes are allowed.
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  1. SAFE4NOW

    SAFE4NOW F1 Veteran
    Sponsor Owner

    Aug 25, 2004
    5,832
    Dallas Texas
    Full Name:
    If you know you know
    I want to throw out this semi-hypothetical situation to the FC crowd. I am looking for honest answers and feelings , opinions, concerns, etc.

    I attached a private poll, so you can also vote your opinion without giving up who you are.

    So, here you go:

    You bring your in factory warranty vehicle in to service with an electronic concern. You say that the car has multiple malfunction lights showing , up to and including the check engine light. You are asked the traditional service write up questions like " When did the light come on " , " Are you noticing a change in performance " , " Any strange noises or odors associated with when the lights come on " , etc.

    The shop takes your car in under the assumption that the repairs will be covered under your factory warranty and proceed to perform their diagnosis based upon factory policy and procedures. Check this, check that, ohm this, ohm that, get various values, inspect component A, B, C, and so on. The cause of failure is not a quick and easy find. The technician contacts the manufacturer ( again per Policy and Procedure ) with their findings.
    The technician then follows their direction and continues with diagnosis.

    You as the client are being kept up to date on a daily basis , the process is being explained to you, and what is and is not learned through the diagnosis process. You are informed on or about the 4th day, that the faults have been isolated to an ECU fault and a replacement ECU is being sent from the factory for your car to continue diagnosis and/or correct the problem. It is also explained to you that the faults may be with the ECU, that the ECU is sending out incorrect signals regarding the electronic gas pedal. Because it is a safety item ( gas pedal failure could be a problem, right? ) you are provided supplemental transportation while we are waiting on the ECU ( 7-10 business days away )

    ECU arrives, is installed and coded to your car, the faults are still present! At this point you are informed that the regional factory rep has been called to come to the dealership and help find the problem. After several hours of following diagnosis procedures the factory rep opens the glove box and sees an invoice from where you had an aftermarket drive by wire controller installed.

    Hmmm... interesting. This was never mentioned before. Upon closer inspection this component is located , well hidden as it blends well within the tangled mass that lays behind the dashboard. The control unit is taken out of the loop and all systems are back to normal. Plug it back in, faults come back, remove it, faults go away...

    You as the owner of the car obviously know that this had been installed in your car less than 30 days ago. ( Per the invoice with your name on it and cc receipt in your glove box )You had it installed at an independent shop rather than the Dealership. ( speculative as to why ) and through the numerous conversations and updates, you chose to not mention it to the advisor.
    So now, many hours have been spent on your car. The factory rep has flown in to assist, and there is a non-returnable ECU installed in your car....

    Here's the questions: WHO is responsible for the cost associated with this repair?

    Consumer: Your car Your choice to add aftermarket stuff that would clearly void that portion of the warranty ( Feel free to reference the Magnuson-Moss warranty act http://en.wikipedia.org/wiki/Magnuson%E2%80%93Moss_Warranty_Act )

    Dealership: They are the experts, they should have been able to find the problem. They should have found the aftermarket bits...

    Manufacturer: They made the car, it's under warranty, enough said.

    Other: Some combination of the above?

    Can you imagine had I written the LONG version of this situation?

    LOL

    S
     
  2. SrfCity

    SrfCity F1 World Champ

    If the owner voided the warranty with the aftermarket, he's on the hook for the diagnosis and related costs. Probably depends on how good the relationship is with the dealer to determine what he has to pay?
     
  3. TheDuke

    TheDuke Formula 3
    Rossa Subscribed

    Jul 22, 2011
    2,280
    Texas
    It's a tough choice but since the customer did void the warranty he obviously should pay.
    He wasn't up front about everything and if he had been honest(or remembered) then none of that would have happened. It's hard to forget about something like that so he might have hoped a little lie would have covered his tracks when really it may have screwed him in the end. I'm not trying to call him a liar, he may have simply forgotten and I'm describing the case as if he lied not as it was what really happened.

    One question I have, how did the glove box never get opened through all this? Something simple like that would have saved a lot of trouble. Hindsight is 20/20 though :)


    Good luck with the situation
     
  4. SAFE4NOW

    SAFE4NOW F1 Veteran
    Sponsor Owner

    Aug 25, 2004
    5,832
    Dallas Texas
    Full Name:
    If you know you know
    No reason to go into the glove box, until the factory rep arrived. Then you'd have to remove the glove box in order to access componants behind it.

    S
     
  5. TheDuke

    TheDuke Formula 3
    Rossa Subscribed

    Jul 22, 2011
    2,280
    Texas
    Makes sense. I guess from now on a quick check in the glove box wouldn't hurt? It seems like a good place to keep records of things like that.

    Again, good luck with the situation
     
  6. Doctor7474

    Doctor7474 Formula Junior

    Jun 20, 2010
    367
    Hoover Al,former Atl
    Full Name:
    Doctor
    I would contact the independent that installed a component on the car that caused the issue, if they sold the part and recommended it to the owner then they should be responsible for the damages it caused, then in turn if the shop trusted the mfg of the component they should get all the cost back from that mfg.

    Now if the owner of the car bought the product somewhere and took it to the independent and said "hey put this on my car" the the owner is on the hook for everything.

    A few years ago I was a tech for Land Rover, customer bought a new Range Rover took it to a stereo shop to have a "system" installed. The stereo shop installed everything and couldn't understand why it didn't work so they started probing the "wiring" with a test light by poking it through the insulation of the "wire" and had no power in any of the wire. So a week of them trying to diagnose the problem went by and they sent it back to us at the dealership, I drew the lucky straw and got the ticket. About 5 minutes from taking a look at it I figured out the problem. New Range Rover audio systems don't have "wire" it is all fiber optics and the idiots at the stereo shop never realized this and "wired" in the neW system and then proceeded to poke holes in all the insulation on the fiber optic cables...... The owner of the stereo shop had to pony up several thousand dollars for me to return the vehicle to stock and replace every mile of fiber optics in the thing...
     
  7. parkerfe

    parkerfe F1 World Champ

    Sep 4, 2001
    12,887
    Cumming, Georgia
    Full Name:
    Franklin E. Parker
    Adding an aftermarket part does not per se void the factory warranty. See the Magnuson-Moss Act. However, in this case, since the after-market part did cause the failure, the owner is responsible for the charges.
     

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