adr and dealerships: the first line of defense dennis p. ziemba, esquire eckert seamans cherin &...
TRANSCRIPT
ADR and Dealerships: The First Line of DefenseADR and Dealerships:
The First Line of Defense
Dennis P. Ziemba, EsquireEckert Seamans Cherin & Mellott,
LLC
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Alternative Dispute ResolutionAlternative Dispute Resolution
BBB Auto Line uses arbitration
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BBB Auto Line ArbitrationBBB Auto Line Arbitration
Informal process Consumer has the option to
accept or reject decision Consumer and manufacturer
present their evidence to neutral third party
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BBB Auto Line ArbitrationBBB Auto Line Arbitration
Consumer and manufacturer present their evidence to neutral third partyTestimony
“He said; she said”Documents
Most important: repair history
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What are they being told?What are they being told?
Document your caseObtain copies of warranty repair
ordersKeep contemporaneous notes
Who you talk to, what is said, etc.Your observations of vehicle’s
performancePut complaints in writing
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How do dealers fit in?How do dealers fit in? Dealer is manufacturer’s “agent”
for service. Dealer has direct contact with
customer. Dealer is primary party involved
in diagnosing complaints. Dealer is primary party involved
in making repairs.
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What can dealers do to help?What can dealers do to help?
What dealers do right does matter!
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What can dealers do to help?What can dealers do to help?
What dealers do right does matter!
Keep in touchWork with the manufacturer with
problem customersAdvise the manufacturer of repeat
repair issues
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What can dealers do to help?What can dealers do to help?
What dealers do right does matter!
Keep in touch Customer contact
Be courteous
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What can dealers do to help?What can dealers do to help?
What dealers do right does matter!
Keep in touch Customer contact
Be courteousWatch the commentary
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What can dealers do to help?What can dealers do to help?
What dealers do right does matter!
Keep in touch Customer contact Use the 3 “Cs”
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What can dealers do to help?What can dealers do to help?
Use the 3 “Cs”Concern
Listen to what customers are sayingAsk questionsDocument it
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What can dealers do to help?What can dealers do to help? Use the 3 “Cs”
ConcernCause
Use Standard Operating ProceduresFollow Service ManualsLook for TSBs and campaignsUse available resources (on-line
services; field representatives, etc.) Document it
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What can dealers do to help?What can dealers do to help? Use the 3 “Cs”
ConcernCauseCorrection
Avoid making same repairs twice by investigating prior repair history
Make repairs properlyTest to confirm repairedDocument it
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What can dealers do to help?What can dealers do to help?
What dealers do right does matter! Keep in touch Customer contact Use the 3 “Cs” Documentation
Write it all upConcern, cause, correction
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What can dealers do to help?What can dealers do to help?
What dealers do right does matter! Keep in touch Customer contact Documentation
Write it all upWrite it up rightWatch what dealers write
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