Keep warranty relationships sweet

Despite tentative news of a reviving economy, many used car owners are still reported to be cutting down on costs by carrying out their own vehicle service, maintenance and repairs or turning to independent garages rather than manufacturer approved dealer networks. However, warns the UK’s 2nd largest manufacturer warranty provider, Mondial Assistance, this could make their approved used or manufacturer extended warranty nul and void.

Liz Grindell, Warranty Manager for Mondial Assistance in the UK explains: “Car owners can be unaware of how disregarding the terms and conditions of their warranty can influence its benefits. For example, many manufacturer warranties won’t pay a claim for work that hasn’t been carried out by a manufacturer approved dealer or by an independent who hasn’t used manufacturer approved parts, so customers need to be made aware of these conditions to avoid costly mistakes.”

Furthermore, some consumers are choosing to ignore the manufacturer’s recommended service schedule, but don’t realise how this impacts on their warranty. If a vehicle owner skips or delays a service to make short term savings, they run the risk of a fault occurring that would have been identified and resolved if it had gone to the garage at the right time. The hard fact is that the approved used or manufacturer extended warranty cover for these faults won’t apply, leaving the car owner to foot the bill.

Concludes Liz Grindell, “A misunderstanding over terms and conditions can not only leave consumers out of pocket, it can cause bad feeling between them and the manufacturer. Dealers need to educate customers to ensure they understand their warranty package and how to get the best out of it.

“By making customers aware of the small print, dealers could bring valuable aftercare business into their workshops, as well as enhancing customer relations and retention. As the market continues to adjust to economic influences, the manufacturers who look after their customers today, will be the winners tomorrow.”