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Using Auto Warranty to Get Free Repairs You Are Entitled to Receive DEALING WITH A STUBBORN DEALER Since manufacturers use them as a selling device, warranties other than those covering emissions control systems and air bag systems differ from manufacturer to manufacturer. As soon as one manufacturer changes the rules of the game, trying to get a leg up on the competition, others revise their warranties to stay competitive. Therefore, to get your car fixed free or nearly free under the terms of the warranties that come with it, you must read and understand those warranties. They are described in the warranty information booklet that comes with the car. A warranty is a contract between you and the manufacturer. The dealer is merely a go-between. If your dealer denies a claim, you should not be discouraged. The dealer doesn't have the final word; the manufacturer does. Car manufacturers acknowledge there are dealers who may assume too much authority. General Motors, for example, issued a Warranty Claims Procedure and Administration Bulletin to its dealers in April 1992 stating: "Customer perceptions as a result of a warranty repair experience directly impacts customer satisfaction, loyalty, and repeat business to your dealership. Owners are particularly sensitive to service charges in conjunction with warranty repairs and generally do not expect to receive charges for repairs covered by the new vehicle and emissions warranties. Customers are not to be charged (except for the deductible provisions) for diagnosis in conjunction with warranty repairs under the new vehicle and emissions warranties." Remember: The dealer is reimbursed by the manufacturer for a warranty repair. Therefore, if a dealer offhandedly denies a claim, telling you that it is not covered by warranty, don't automatically buy the argument. The only party who can deny a claim is the manufacturer. If you and a dealer cannot come to an agreement, insist that a meeting be arranged with a technical representative from the manufacturer's zone, region, or district office. At that meeting, discuss the problem you are having with the car and which provision of which warranty you believe entitles you to a free repair. The representative may want to test the vehicle, so have it available. If the dealer doesn't comply with your request to establish a meeting with the manufacturer's representative, do it yourself. The address and telephone number of the zone, region, or district office nearest you should be listed in your owner's manual. If not, write or phone the manufacturer's customer or warranty service department. It is important for you to keep complete written records of transactions between yourself, the dealer, and the manufacturer's field representative. This cannot be stressed enough. Documentation serves as proof that you followed the rules, that a dealer or manufacturer's representative wasn't able to solve a problem, and/or that what you thought was a claim under the provisions of one of the warranties hasn't been honored. Documents must show the date of service or attempted repair, mileage of the vehicle, description of the vehicle including the vehicle identification number, and explanation as to what transpired. Have this docu- mentation transcribed on a service order form showing the name and address of the dealership, and have it signed and dated by all those involved in the case. Used Cars

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