Fleet & Plant Management

Warranty Issues - Evidence of Internal Servicing

  • 1.  Warranty Issues - Evidence of Internal Servicing

    Posted 26 June 2017 19:47
    Hi All,

    I am currently having an...interesting...experience with a warranty claim for a failed turbo (60k on the clock).

    The manufacturer has currently denied the warranty claim, wanting 'Detailed, auditable invoices for all services undertaken outside the dealer network'

    The majority of services were undertaken by Council, and obviously I don't have invoices for those works. Further, I'm not convinced that the information I do have will satisfy them, as it seems that they don't have a real measure and they have left themselves a lot of wriggle room on this one.

    Notwithstanding, I am pretty confident that both the Motor Dealers & Repairers Act, and Consumer Law are on my side, but just want to know the best way to 'fight' it.

    Has anyone else come across this problem, and how did you solve it?


  • 2.  RE: Warranty Issues - Evidence of Internal Servicing

    Posted 28 June 2017 05:35
    ​Hi Nathan

    if you have work orders, or in case of internal resourcing - maintenance schedules/daily work sheets or anything similar, which demonstrate the work being allocated to your staff, and them completing it, those should help.

    Their main argument can be that maintenance is not carried out in accordance with their O&M manual.
    If you have optimised the maintenance beyond what was in their spec you will need to have proof of analysis done and how the decision has been made. For example, if you have changed one of the services from fortnightly to monthly, or increased the run hours before you intervene you need to have good reasoning.

    Usually, what would constitute "detailed and auditable" would be time sheets with position descriptions for the people doing the works (demonstrating capability), maintenance schedules, call outs, records in your asset management information system and the likes.

    Hope this helps somewhat.


  • 3.  RE: Warranty Issues - Evidence of Internal Servicing

    Posted 28 June 2017 05:35

    ​Hi Nathan,

    This happened a number of times for me in a prior organisation. To provide evidence, we would send them a printout of all works relating to servicing and for the component, showing dates, hours/km, comments, parts used etc. Also the service schedules and job forms to show that there is a process in place.

    If the manufacturer is still not being cooperative you have the tough decision of not buying their equipment any more. Usually manufacturers want to form long term relationships so will negotiate. One company I will always remember is JCB: following a major transmission failure they did everything possible, covering repair costs, providing a replacement loader, contacting us regularly. The best part was they didn't challenge the service records.


    Doug Bartlett
    Shire of Kalamunda


  • 4.  RE: Warranty Issues - Evidence of Internal Servicing

    Posted 28 June 2017 05:35
    ​Hi Nathan,

    A number of years ago prior to commencing with Unitywater I worked for a couple of automotive dealers and have dealt with a few of these situations previously. Each manufacturer does have a slightly different way they deal with warranty claims and given the stance this one has taken, it would appear as though their method seems to be a 'deny where possible' approach.

    What I would suggest doing would be to get a hold of your job cards and work orders (if applicable) to show the date and kilometres that the servicing has been completed. I would be guessing that your workshop would have records to show which job particular parts are costed to, which would further support that the vehicle in question has been maintained. You could potentially pursue this with the relevant consumer bodies if you can prove maintenance - short of something getting sucked into the turbo due to poor workmanship or similar there isn't anything I could think of that would cause a turbo failure in a vehicle being serviced at a non dealer/commercial workshop.

    I would suggest contacting the manufacturer's customer support line and lodge a complaint, because there is a possibility that the declined notification could have come from the dealer directly and approval for a warranty claim may not have even been sought from the manufacturer.

    Another option to consider, which will depend on your relationship with the dealer in question, would be whether the dealer is prepared to contact the manufacturer and request goodwill or an appeal - I have personally done this several times while in dealership roles for clients (including local government) with success. One specific instance resulted in a manufacturer paying a near $4000 repair bill, which had previously been denied.

    Best of luck with this and please feel free to contact me if I can offer any guidance.

    Will Broadhurst
    Plant and Fleet Team Leader