May 15, 1968
DEALER LETTER #181
Gentlemen:
Over the past many months the frequency and volume of warranty claims reported by telephone by dealers has increased to a degree that they have become overwhelming.
We can fully appreciate that from time to time an emergency condition will arise which requires direct contact with the warranty department, however normal routine warranty does not fall into this category.
Johnson Motors has made every possible effort to reduce the detail work in filling out warranty claims with the introduction of the Imprinting Machine with the dealer plate included, the use of the embossed Owner's Registration Card, the simplified combined warranty parts and warranty labor form and the use of credit vouchers for all parts except major assemblies.
The majority of our better servicing dealers use the claim forms, imprinters, etc., however too many dealers are phoning in every warranty claim which requires one of our staff to put down the necessary information (with the possibility of transposing part numbers) on a claim form.
If you will refer to your Dealer Agreement, Section 7, you will note that under the items listed under DEALER AGREES TO: Item "G". This reads as follows:
Prepare a warranty claim immediately after completion of warranty work and mail to Manufacturer within 48 hours. Warranty claims forms must be filled in completely and include all information pertaining to the failure or they will be returned to the Dealer as Incomplete.
Also please refer to Item "A" under MANUFACTURER AGREES TO: This reads as follows:
Make a prompt decision and settlement on all warranty claims properly filed and notify Dealer in writing if any warranty claim is incomplete or if additional information is required.
We strongly feel that the best interests of all concerned will be served if the telephone is used only for those cases which can be honestly classified as extraordinary or emergency.
