Quote:
Originally Posted by FyeaFRS
Out of curiosity, does anyone know how that claim process for a dealer and manufacturer works? Preferably from someone who works/worked at a dealer.
For instance, does the dealer get reimbursed for parts and labor from the manufacturer when a claim is made for something covered under warranty? I can't imagine a dealer would just lose out, especially on labor, for stuff like that.
Not just with Toyota/Subaru on the 86/ZN6 platform, but any make by any car manufacturer?
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Reading the TSB would provide a guidance on what the "cost" is.
There is some internally agreed to compensation rate for labor. The repair will be listed as X amount of hours, and reimbursement would be at that rate. This is not unlike a body shop repair guide, which lists hours (generally) of repair for each area of the car, for every type of vehicle ever produced.
Any parts needed for repair would be the same procedure, you reference the warranty or TSB, and the cost of the parts is written off from manufacturer to dealer.
But here's where it gets tricky (and where your issue lies): it is up to the dealer to initially assess whether your claim can be covered under warranty or not. To have a legitimate claim denied can be as simple as a misunderstanding, or as bad as a dealer service advisor that is prejudiced against modified cars.
Honestly, from what you've posted, it seems like a case of poor judgment/training on the dealer's part with their service staff. You can attempt to work it out with the dealer, or you can go to another one. The dealer will only process it as a warranty when they can come to a reasonable conclusion that this can be paid for by the manufacturer. That's how it works.
And a lot of it is relations between the customer/dealer, the dealer/corporate regional rep, and the customer/corp... just how you manage that relationship vs how the other party manages it.
If someone gave me crap for tint, I'd just dangle my business elsewhere. In the end, a smart service department knows that they get paid on a warranty claim. To deny a warranty claim is to deny guaranteed income, something a good manager will never turn down.
-alex