April 4, 1960
SERVICE BULLETIN NO. SB-770
WARRANTY POLICIES
Oftentimes we are called upon by various dealers, to make replacements
of parts for motors that are out of Warranty, because of the fact the
dealer had already committed himself to the motor owner by either giv-
ing him the part in question, or promising to do so.
We would like to suggest that whenever a motor owner is asking for an
adjustment of any kind for a motor that is out of Warranty, he should
be willing to wait for a few days until the factory gives their final
decision on the Claim Form that you have presented. If the owner is
pressed for time, he then should be willing to pay for the part until
the dealer gets final word from the factory that we are, or, are not
going to allow the Claim.
It may be possible that we had just recently made replacement of some
particular part at no charge for a non-current motor, and you assume
we will continue doing so. This is not entirely correct, as there are
many variables to be considered, and each case is handled individually.
Policies of this sort can change overnight, so we would suggest in all
cases, that the owner be advised that the factory will have to make the
final decision.
On parts for motors that are in Warranty, these of course, should be
handled as quickly and expediently as is possible. If the motor owner
happens to be on vacation, or is in a great hurry for some other parti-
cular reason, possibly you should get on the telephone and get the final
decision from the factory right then and there. The factory could ex-
pedite the parts to you immediately.
Generally speaking, the Parts Claims as well as the Labor Claims are
being handled pretty smoothly and correctly by most dealers, however, as
mentioned above there are a few cases where the dealer goes overboard and
commits himself, when in reality he should have first consulted the factory.
Very truly yours,
JOHNSON MOTORS
W. E. Sackman
Supervisor-Warranty Claims
WES:ref
W. E. Sackman