Alex Bruene Posted October 3, 2017 Share Posted October 3, 2017 I had a bit of an interesting experience last week that I thought I'd post about... My fixed ops manager called me into his office to talk about a denied claim for a crankcase oil separator one of my guys did a few weeks ago. The claim was sent back with the comments "complete assembly was not replaced as required". I explained to him that we have figured out how to replace just the sensor, and sometimes do it when in a pinch for time... I asked if the claim came back from WPEC... He said no, as the claim hadn't been paid yet, so the part would not have been sent back. I then asked how they would know whether or not we did that if they hadn't called the part back. We proceeded to call the Ford warranty hotline and ask how they could have made that determination without inspecting the part (which we verified was still in our parts department). The guy we spoke to at Ford said the claim was not reviewed by them. That decision came from OVERSEAS, and we should just appeal it... BACK THE TRUCK UP ... OVERSEAS? Is Ford outsourcing this shit now? Has anybody heard of this before? Quote Link to comment Share on other sites More sharing options...
RyanG Posted October 3, 2017 Share Posted October 3, 2017 No but I've done a few like that so now I'm worried. The question still stands... How the hell did they know if the part has not been sent back?? Quote Link to comment Share on other sites More sharing options...
batmantech Posted October 3, 2017 Share Posted October 3, 2017 They don't know. Do you think they are looking at punched clock times and comparing to others. Then searching the internet and seeing what people are doing. If punch times are to low they just assume that's how you did it? Quote Link to comment Share on other sites More sharing options...
Keith Browning Posted October 3, 2017 Share Posted October 3, 2017 Personally I think they are stupid for not just making the tube and sensor available. I bet they would if this part/failure was a recall. Quote Link to comment Share on other sites More sharing options...
batmantech Posted October 3, 2017 Share Posted October 3, 2017 Yeah and the part price would drop too. Quote Link to comment Share on other sites More sharing options...
tonybullitt Posted October 4, 2017 Share Posted October 4, 2017 When I was on the trp we were told a percentage are returned just as a check and balance.Obviously this works in there favor because a percentage never get refilled. Quote Link to comment Share on other sites More sharing options...
tonybullitt Posted October 4, 2017 Share Posted October 4, 2017 And they choose the returned ones based on red flags that pop up based on how they had claimed the repair. Quote Link to comment Share on other sites More sharing options...
tonybullitt Posted October 4, 2017 Share Posted October 4, 2017 We visited the warranty claim center and sat for an hour with a claim assessor. The guy I sat with showed me he did claims on same part # all day and would just hit pay on the ones that had no red flags on. If computer program put a red flag on for time he would read story and if it made sense for extra time he would click pay claim. Most didn't have any justification for the claim so he would click return button. Quote Link to comment Share on other sites More sharing options...
tonybullitt Posted October 4, 2017 Share Posted October 4, 2017 And that's why some dealers are so scared of using m time because they are always returned for more info. Submitting claim again with time punches is extra work they choose not to do. Quote Link to comment Share on other sites More sharing options...
tonybullitt Posted October 4, 2017 Share Posted October 4, 2017 A lot of time if u claim more then the average repair on a legit concern they pay the average and dealer has option of resubmitting. Quote Link to comment Share on other sites More sharing options...
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