Article taken from July 2004 GM Profit & Protection warranty newsletter
When a technician is unable to duplicate or verify a customer’s concern, and time and labor is involved, certain 9991-9995 labor operations may be claimed.
The dealer is to document on the repair order, the circumstances leading to the use of the “no problem found” labor operation. Reimbursable labor time ranges from 0.1 - 0.3 hours, based on the actual time spent diagnosing the concern. Other labor hours may be claimed if authorized and time punched.
A description of the customer’s concern is to be entered into the comments section when submitting the claim. Use the applicable complaint code with failure code 9Z. All diagnostic steps performed and test readings and measurements made must be documented on the shop copy of the repair order. Service management must also provide written approval on the claim prior to submission.
“No problem found/customer concern not verified” labor operations may not be used for new or used vehicles in dealer inventory. The labor operations may also not be used when the repair is in the same repair group (N1720 & N9995) or in cases where the technician is not properly trained in that specific area.
Only items that require the special skills or tools of a properly trained technician may be claimed under the terms of “no problem found” allowance. Service management is responsible for road testing the vehicle to determine symptom diagnosis. Road testing is not claimable as “no problem found”.
Included this month is a laminated “at a glance” customer concern not duplicated chart. The chart lists all repair groups with “no problem found” labor operations and the corresponding labor time allowance.
Take a moment to explain to the customer the circumstances
surrounding the “concern not duplicated” conclusion.
Discuss the diagnostic procedures and road test results supporting
the technician’s findings.
© J&L Warranty Pros™
Receive articles like the one above
every month!
> Subscribe
Today!