Missing Repair Documents?

Our California Lemon Law defines a “repair attempt” as when the customer presents his/her vehicle for repairs, voices what the symptoms/problems are, and the Service Advisor transfers this to a Repair Order. When the repair visit is completed, the customer must be given a Repair Order Invoice. This “invoice” is the document that proves:

• Date the vehicle went in for warranty repairs

• The customers complaint(s)

• The mileage (odometer) at check-in

• What diagnosis and repairs that were done

• The date the vehicle was ready (date ready)

For a California Lemon Law case, these “invoices” are your proof of repairs. The “Repair Order” copy can be used in place of the “invoice”, but does not tell the story of what the dealer diagnosed and repaired.

What if you are missing your Repair Orders or Repair Order Invoices? You will need these for your lemon law claim.

Here is the way to re-claim your documents if they are missing:

• Ask your Service Advisor to reprint your invoices. NOTE: They do not have to do this! Be nice and they might.
   

• If your repair records have already gone to “archive”, then you will need a “warranty repair history printout” This is a document that is generated off the dealers warranty submission computer. There are 2 types of printouts. One is the “summary”. You do NOT want this. You want the “detail” or “complete” history, which has all the repair details. The Service Advisor enters your vehicle’s VIN #, and prints it out on a plain paper printer. It’s a computer printout, and it does not look like your Repair Invoices.

O.K., it’s time to have a reality check, No, the Service Advisor is not there at your beckon-and-call to do this for you. They are typically commission salespeople. They just happen to sell service. No, they don’t have to do anything for you – so be nice! I have seen customers get amazing results with a dozen donuts or a carry-all of coffees. They are taking time out of their day (time is money) to do this for you – so consider doing something for them. “A little sugar gets you a long way”.

Don’t make the mistake of “oh, I will just call them to get it”. Why would you do this? You think the Service Advisor is going to stop his day to get your documents because you simply called? Let’s get serious. Go down to the dealership and visit with the Service Advisor. Our de-personalized world can use a shot of face-to-face personalization.

Is there a wrong time to visit a Service Department? YES. 8-10 am or 4-6 pm Dealers are swamped Go when they are not as busy, between 10:00 am to 4:00 pm. You will be amazed with the difference.

For a California Lemon Law claim, a quality set of complete warranty repair documents is one of the most important elements in building your case.

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The California Automobile Lemon Law Insider
1960 Deermont Road
Glendale, California. 91207
Ph: (818) 548-6070

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