Warranty, Contracts, Bulletins, Recalls Flashcards

A customer has an intermittent hesitation on acceleration. The service consultant finds a technical service bulletin (TSB) from the manufacturer that describes the same symptom on this model. Which statement best describes the TSB?

Answer: It gives repair information for a known problem, and coverage depends on the vehicle's warranty status

A TSB is a manufacturer's repair guide for a known condition. It is not a recall, so whether the repair is free depends on the vehicle's warranty coverage.

A customer wants to know if their used vehicle has any open safety recalls. Which source lets the consultant check this by the vehicle's VIN?

Answer: The NHTSA recall lookup or the manufacturer's dealer recall system

NHTSA's VIN-based recall lookup and the manufacturer's dealer system both show whether a specific vehicle has unrepaired safety recalls.

A customer bought a used vehicle with no remaining factory warranty. The VIN check shows an open safety recall on the airbag inflator. How should the consultant handle the recall repair?

Answer: Perform the recall repair at no charge to the customer

Safety recall remedies are done free by the manufacturer's dealers, whether or not the warranty has expired and whether or not the customer is the original owner.

How is a vehicle service contract different from a manufacturer's new-vehicle warranty?

Answer: A service contract is bought separately for an additional price and covers repairs according to its own terms

A warranty comes with the vehicle at no added cost. A service contract is an optional agreement the customer buys separately, and its coverage is set by its own terms.

A customer's in-warranty vehicle has an engine failure. The customer had every oil change done at an independent shop and kept the receipts. What is the correct position on warranty coverage?

Answer: Coverage cannot be denied just because an independent shop did the maintenance

Federal law generally prohibits voiding a warranty just because maintenance or parts came from someone other than the dealer, unless that service or part caused the failure.

Under federal emissions warranty requirements for light-duty vehicles, which components are covered for 8 years or 80,000 miles?

Answer: Specified major emission control components such as the catalytic converter and the engine control module

The federal emissions performance warranty covers specified major emission control components, including the catalytic converter and the engine control computer, for 8 years or 80,000 miles.

A vehicle covered by a third-party service contract needs a transmission repair. What should the service consultant normally do before the technician starts the repair?

Answer: Contact the contract administrator to get authorization for the covered repair

Most service contracts require prior authorization from the administrator. If repairs start without approval, the claim may be denied.

A vehicle at 25,000 miles is still under its 3-year/36,000-mile basic warranty. Which repair would most likely be customer-pay?

Answer: Replacing worn front brake pads

Basic warranties cover defects in materials and workmanship, not normal wear items like brake pads.

A manufacturer announces that a specific component on certain models will now be covered for 10 years, longer than the original warranty, because of a known durability problem. The problem is not safety-related. What is this type of action usually called?

Answer: A warranty extension or special coverage program

A warranty extension or special coverage program lengthens coverage on a specific part for a non-safety issue. It is not a safety recall.

For a warranty claim to be accepted, what should the repair order clearly document?

Answer: The customer's concern, the cause found, and the correction performed

Manufacturers require documentation of the concern, cause and correction (the '3 Cs') to verify that a warranty repair was valid.