Manufacturer's Warranty

Submitted: Tuesday, Jun 15, 2004 at 23:36
ThreadID: 13808 Views:1551 Replies:10 FollowUps:19
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After seeing a story on the 7.30 report tonight on the ABC, did a forum search but didn't find the answer I was looking for, which is:
If you follow the recommended service intervals, and have services completed as per the manufacturer's handbook, regardless of who completes the service, (dealer V's independant),is there any difference in the end result when making a warranty claim?
Reason for question is that we have just parted some of the hard earned for a new vehicle for SWMBO. Always liked the idea of having one place do all the servicing but as it is the first new vehicle we have purchased I was wondering if any others have first-hand experience with warranty claims. In particular, did you have the vehicle serviced by a non-dealer, (sic), and make a warranty claim to the dealer? How did you find the response. In hindsight, would you do the same again? Thought this may be useful for others as well.
Rolande
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Reply By: Truckster (Vic) - Wednesday, Jun 16, 2004 at 00:18

Wednesday, Jun 16, 2004 at 00:18
Ultratune advertise that they can do manufacturer servicing and theres no issues with warranty, they couldnt do it if that was false.

While Under warranty Id stick with manufacturer, they also have info on recalls, or updates required that are done without you knowing lots of the time...
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Follow Up By: rolande- Wednesday, Jun 16, 2004 at 07:27

Wednesday, Jun 16, 2004 at 07:27
Ultratune was the independant on the ABC saying not to believe the dealers about servicing. Yes, legally, you are still covered regardless of where the servicing is completed, the interesting bit in the story was these were the words used by a dealer when asked about warranty claims, "Yes, technically, you are still covered". I saw this as scare mongering so was wondering about real life experience of others. I could imagine the first claim being blamed on Ultratune, etc, by the dealer unless, as you said, it was a recall or update issue.
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Reply By: Nudenut - Wednesday, Jun 16, 2004 at 07:51

Wednesday, Jun 16, 2004 at 07:51
provided the work is carried out by qualified person and genuine parts used then all would be okay....
non genuine replacement parts could in some instances cause a different component to fail and then this component would or may not be be covered by warranty or could at least give the manufacturer an out

eg non genuine (too hard?) brake pads fitted to car. Disc rotors fail for some obscure reason....
pads could void warranty on rotors
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Follow Up By: rolande- Wednesday, Jun 16, 2004 at 08:08

Wednesday, Jun 16, 2004 at 08:08
I don't have an issue with this, would expect all to be O.K. Just wondering what a dealer's repsonse is when I wander in with a claim in 18 months time when they haven't seen the car since I drove out the gates. If they refused would I then have to go to the mechanic to make a claim, gain evidence???
Rolande
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Follow Up By: Nudenut - Wednesday, Jun 16, 2004 at 08:10

Wednesday, Jun 16, 2004 at 08:10
yes , you would have to prove that the parts fitted did not cause the problem and or the workmanship
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Follow Up By: Nudenut - Wednesday, Jun 16, 2004 at 08:18

Wednesday, Jun 16, 2004 at 08:18
having said that ...some failures under warranty are not the cause of workmanship by others or caused by non genuine parts....

((i used to have my 100 series's serviced by others...toyota came to my rescue with an issue that turned out to be caused by the "others" negligence and they now do both cars) Just the opposite i guess, of what your asking!)
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Follow Up By: rolande- Wednesday, Jun 16, 2004 at 08:53

Wednesday, Jun 16, 2004 at 08:53
It's a difficult decision. I know of a specialist mechanic who will do handbook servicing etc, and keep warranty. Work will be carried out as requested, not by the apprentice to a time limit as can often happen at the dealer. The costs will also be less than the dealer, but that doesn't count for much when the refuse, or at least make difficult, a warranty claim within the 3 year period. I also expect that within 3 years the vehicle will have around 80,000k's on the clock.
Rolande
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Follow Up By: Nudenut - Wednesday, Jun 16, 2004 at 09:11

Wednesday, Jun 16, 2004 at 09:11
remember, they dont offer 3 yr warranty if they dint think thier vehicles can do it...some dont but most do! its up to you if you want to take the small gamble.

IMO opinion it would have to be really worth it.... costs and peace of mind... in my case it was mainly cost..then they, the dealer, contacted me offering parts at trade prices etc and matching service costs as those down the road...tried them and then they assisted with problem ... they have won me!
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Follow Up By: rolande- Wednesday, Jun 16, 2004 at 09:27

Wednesday, Jun 16, 2004 at 09:27
Now there's a thought, haggling for service / parts costs. Will try it when we pick up the vehicle, (still in Japan at the moment). Thanks for the idea
Rolande
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Reply By: The Banjo - Wednesday, Jun 16, 2004 at 09:02

Wednesday, Jun 16, 2004 at 09:02
Warranty claims require 'goodwill' on the part of the dealer (to an extent ..... you might get messed around a lot less - fast tracked even).....IMO, there is benefit in staying with the dealer just for the warranty issues potential. Having seen how exploitative and downright dishonest some dealers can be even when you stay with them, what attitude would you expect from these when servicing elsewhere ?
For some reason, many high profile dealers treat warranty work like leprosy.....they must make little out of it.......a claim needs all the goodwill it can get.
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Follow Up By: rolande- Wednesday, Jun 16, 2004 at 09:32

Wednesday, Jun 16, 2004 at 09:32
Banjo,
Don't know if you saw the story on the ABC last night. Basically said most dealers make no profit from selling new cars but make most of it on parts / service. If this is the case then the more cars they can shove through service centre in a day the bigger the profit, so quality may suffer because of this. Most haggle on a new car but gladly pay $400 - $500 for a service which may only take 1 - 2 hours. Have seen a $800 service on a GU Patrol, (not mine), which still had dust on the air cleaner cover when returned.
Rolande
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Follow Up By: The Banjo - Wednesday, Jun 16, 2004 at 10:23

Wednesday, Jun 16, 2004 at 10:23
Did not see the show Rol - but I had such a bad relationship with my dealer that I cleared of mid warranty and went private (took my chances) - in one of instances of bad dealing, the dealer invoiced me and took payment for valve adjustment (about 1.5 hours work) that was done without taking the rocker box off !! Fraud in my view.....I challenged them and got an admission of error only (as we would) - but I let this and other ......as you say,they strive to get your money by one means or another and servicing is a huge opportunity. I suggest that people stay with the dealer during warranty, if possible !
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Follow Up By: joc45 - Wednesday, Jun 16, 2004 at 16:03

Wednesday, Jun 16, 2004 at 16:03
Rolande,
I've had similar experiences with dealer service. An aircleaner element full of emu feathers following a 20k service (I hit an emu before the service). Wheel nuts visibly loose, oil filters not changed (but charged for), turbo air inlets left loose to later fall off and suck dust. And all for top dollar rates. I mean, I don't object to the outrageous rates (well I do, actually) if I can put confidence in the level of quality of the service, but hey, I really don't think some of these dealers have ever heard of quality assurance.
Last service I was told the rear pads were worn out, needs new pads and disc skim. Checked pads with vernier calipers myself, still 15-20k left in pads before minimum thickness. Discs perfect.
And pushing things like flushing of power steering system at 60k, coz the fluid looks a bit dark (perhaps they should turn on the lights).
Gerry
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Reply By: Rosscoe - Wednesday, Jun 16, 2004 at 09:21

Wednesday, Jun 16, 2004 at 09:21
I've always had my new cars serviced by a Non-Dealer, but qulified, mechanic (Not Ultra Tune). Never had a problem when I had warranty claims. In fact, I use my mechanics report to identify things I need rectified by the dealer under warranty. All recalls I've had, have been initiated by the manufacturer not the dealer. Most dealers are franchises and only represent the manufacturer.
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Follow Up By: rolande- Wednesday, Jun 16, 2004 at 09:35

Wednesday, Jun 16, 2004 at 09:35
Thanks for the experience Rosscoe, what I was looking for. How did you find the dealer response? Did you have to 'encourage' them at all?
Rolande
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Follow Up By: Rosscoe - Wednesday, Jun 16, 2004 at 09:42

Wednesday, Jun 16, 2004 at 09:42
Rolande,

No "push-back" whatsoever. In fact they seem to appreciate that I come to them with "real" identifiable isues and use jargon (from my mechanic) that they understand.
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Follow Up By: rolande- Wednesday, Jun 16, 2004 at 09:50

Wednesday, Jun 16, 2004 at 09:50
Thanks
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Reply By: Big Dog - Wednesday, Jun 16, 2004 at 09:38

Wednesday, Jun 16, 2004 at 09:38
I have for the last 15 years driven a company vehicle ( about 8) all from Holden. I have had the initial service ( the freeby) carried out by the dealers and all subsequent services, (each vehicle clocked up about 140,000 kms) done by my local mechanic. Holden informed me that if he was licenced and used genuine parts, there was no problems.

I had a few warranty claims in those years and on each occasion took the vehicle back to the dealer with no dramas whatsoever.

Big Dog
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Follow Up By: rolande- Wednesday, Jun 16, 2004 at 09:52

Wednesday, Jun 16, 2004 at 09:52
Thanks for the info
Rolande
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Reply By: Member - Captain (WA) - Wednesday, Jun 16, 2004 at 10:56

Wednesday, Jun 16, 2004 at 10:56
Hi Rolande,

I currently have two vehicles under warranty and I have them both serviced through the purchasing dealer (both different dealers). I know this probably costs me ~25% more than if via an independent, but I do it for the "small" warranty issues. By this I mean the squeaks and rattles, broken trims etc... that are marginal warranty claims. I do not think you would have any problem with a "major" warranty claim if serviced elsewhere though.

Our 2nd vehicle is a people mover and the kids have managed to break a few minor plastic trim items (cargo hooks, seatbelt holder) and the dealer has replaced them under warranty. Now if I had it serviced elsewhere, I doubt these would have been replaced. The cost to buy these items is ridiculous (typical original parts markup) and I have probabbly broken even with these.

I perform an oil change on both vehicles half way through the scheduled service intervals as I think this is perhaps the best insurance for the engine long term (service intervals are so long these days - 10,000km GU, 15,000km Trajet - electronics may keep the engine in tune, but oil still gets diry/contaminated, especially on short runs).

Work out roughly how many services you would expect based on your mileage and then get some quotes and see the real difference in $$$. If its only $200-300 over 3 years, weigh up if this is good value for the minor claims. Unfortunately, goodwill by the dealer is required for the minor claims, but if only concerned about major claims then go the independent IMHO.

Cheers

Captain
AnswerID: 63394

Follow Up By: rolande- Wednesday, Jun 16, 2004 at 23:00

Wednesday, Jun 16, 2004 at 23:00
Looks like it will be dealer service with me keeping an eagle eye on all they do. Thanks
Rolande
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Reply By: Member - Roachie- Wednesday, Jun 16, 2004 at 14:38

Wednesday, Jun 16, 2004 at 14:38
Rolande,
I bought my Patrol in 2000; brand new. I took it back to the dealer for it's free service (so they could check the air pressure in the tyres....cos I think that's all they actually do). After that, I did all my own servicing, except for taking it to a specialist tune-up place in a small township in the NSW southern highlands which shall remain nameless.
Now I'm no mechanic (far from it in fact....being a bankie), but I do like crawling underneath my truck every weekend or so and keeping it all tight etc.
When I moved to SA in October 2002, I was due for a service (or should I say my TRUCK was due for a service). My ramps and other gear was stil in NSW so I begrudgingly took it to the local Nissan dealer for the routine oil change. Note that I had never bothered filling out any of the little schedules in the handbook to note servicing, although I do keep an accurate log book of everything I do to it.
When I collected it that afternoon, the head bloke asked whether I'd had any trouble with 5th cog. No, I said. He says to me; well we checked the gearbox, tranny case and diff oil levels etc and found the gearbox oil to be "coffee coloured". I says..."what's that mean"...he says.."5th gear is just about stuffed"..... I say "Oh Sheet!!!!"....He says...."No worries, she's only done 85,000klm, we'll change it for you under warranty"....

You reckon I was one very happy 4 wheeler that day (job would have cost $3,500- if it had been out of warranty).
They never asked for my record of servicing etc, although I could have shown them in my own log book when I'd changed oils etc. if they'd asked.
AnswerID: 63434

Follow Up By: rolande- Wednesday, Jun 16, 2004 at 23:01

Wednesday, Jun 16, 2004 at 23:01
Roachie,
Looks like I'll be trying dealer servicing, early on at least, thanks for the reply
rolande
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Reply By: Outnabout David (SA) - Wednesday, Jun 16, 2004 at 16:46

Wednesday, Jun 16, 2004 at 16:46
I have said it before, Dealer, Independant or owner all can be good or bad. Better to find someone you can trust. I would be a lot more comfortable if something major happened if it had been serviced at the dealer. Yes you would still get warranty but imagine the hassle of arguing if your engine blew up eg what if you had say a Nissan 3litre with 120K serviced at an independant with a made in Taiwan oil filter. We know there is a problem there but I am sure everyone would be looking to appoint blame. That would be a to much of a hassle. And approached correctly with full dealer service history there are a lot of manaufacturers who will do good will gestures when vehicles are out of the warranty. Yes I have a vested interest as those that know me will know but in the end I restate........get someone you trust and rely on......at least that will reduce your chance of problems.
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Follow Up By: rolande- Wednesday, Jun 16, 2004 at 23:02

Wednesday, Jun 16, 2004 at 23:02
Thanks David, looks like consensus is to try dealer, I'll be keeping a very close eye on them though
Rolande
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Reply By: kiwi2 - Wednesday, Jun 16, 2004 at 18:18

Wednesday, Jun 16, 2004 at 18:18
Was a stickler for dealer servicing with my last Toyota. Once out of warranty I switched to an independent. He called me in to show me where routine servicing had not been done. This included a fuel filter which should have been replaced and was still sealed by the original undersealing. It was full of junk.
The next Toyo had its free service at the dealer and has been serviced by the independent since. He insists on genuine parts for warranty protection and suggests little extras that will help to ensure I get the best out of it. Cost of servicing is well below dealer prices. And I never got to speak to anybody who had been working on my previous vehicle at the dealers.
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Follow Up By: rolande- Wednesday, Jun 16, 2004 at 23:03

Wednesday, Jun 16, 2004 at 23:03
i like to speak to the mechanic as well, makes it easier to tell if they are b*llsh*tting me. Will keep a close eye on dealer servicing and see how I go
Rolande
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Reply By: Member - Bernie. (Vic) - Thursday, Jun 17, 2004 at 00:08

Thursday, Jun 17, 2004 at 00:08
Hi Rolande Build a relationship with a dealer (this is where being in a club can be a BIG help) dealers also have up to date info. We get parts at trade prices or you can supply your own oil included, some staff and mechanics offroad themslves so they know what track conditions etc the vehicles go to and what to look for.
Get driven home or can have loan vehicle if you book early in advance, never been there and left without a free wash, had several expensive warranty claims & never been an issue, some I picked & some they found, I always go in and have (free)hand brake adjustment before high country trips, a free safety check after being offroad, I could add a lot in favour of the dealer.

I also have a good local mechanic that looks after the wifes commodore & did my old HQ's and his charges are not much different.

Yes I may pay a bit more at the dealer but I think it is worth it in the long run.

Cheers

AnswerID: 63525

Follow Up By: rolande- Friday, Jun 18, 2004 at 21:05

Friday, Jun 18, 2004 at 21:05
Bernie,
Thanks for reply, have decided to give dealer a try but I will be wathcing them closely and haggling the price when I think it is not fair
Rolande
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