Optimizing Bus Warranty (2014) / Chapter Skim
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Pages 18-28
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From page 18... ...
18 14% have three or four full-time warranty staff. Although all large agencies have full-time warranty staff, 72% do not supplement that staff with part-time assistance; 14% use one or two staff on a part-time basis; and 14% use five to six staff working warranty on a part-time basis.
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19 by OEMs, agencies must either assume that bus OEMs and vendors will provide training if asked without putting the request in writing or that written warranty instructions provided by the vendors are sufficient for agencies to do their own training. Of responding agencies that offer warranty training, 48% provide less than one hour per employee, a small amount of time given the warranty's importance, whereas 52% provide over an hour.
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20 with 52% reporting they submit claims electronically ranging from e-mail attachments to a computer-generated form from the Internet, while 48% reported using manual "pen and paper" methods. The method for submitting claims depends on each vendor's requirements.
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21 WARRANTY PARTS The SBPG allows agencies to add a 15% handling charge for warranty parts not supplied by the vendor. Despite that provision, only 26% of responding agencies mark up warranty part costs to recoup handling.
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22 pushed for towing not to be covered, feeling that it is hard to control costs. WARRANTY REIMBURSEMENT Agencies participating in the survey are nearly equally divided on how warranty reimbursements are made: 26% receive reimbursement by check, 26% receive parts credits, and 38% receive warranty reimbursements using both payment types.
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23 Closed Claims Report, included as Appendix C, shows the disposition of each claim classified by vendor and garage location. It includes labor and parts paid, parts handling charge, total amount claimed, total amount reimbursed, and claim closing dates.
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24 on warranty tracking to recoup monies legitimately due to them by vendors. Of responding agencies with an excellent tracking program, 42% have agency-developed systems while 58% have tracking systems supplied to them by companies that specialize in MIS.
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25 way to streamline the warranty process, saving the time and costs associated with packing and shipping failed parts. Once the photographs are received vendors can then make a determination to have the parts scraped or returned if needed for further analysis.
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26 about the failure and nature of the repair. Present the facts and history.
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27 tiating warranty issues with maintenance records and testing, having clear warranty language and using that language to resolve disputes, using third-party testing, and providing as much repair detail as possible including digital photographs and even video clips to document failures. As one agency noted, negotiating is all about both parties "bending a little." Others suggested withholding payment of retained funds for bus purchases and to keep appealing the vendor's decision.
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From page 28... ...
28 • Don't depend on someone else to do your warranty work. (Metropolitan Atlanta Rapid Transit Authority)
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