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ADR and Dealerships: The First Line of Defense

ADR and Dealerships: The First Line of Defense. Dennis P. Ziemba, Esquire Eckert Seamans Cherin & Mellott, LLC. Alternative Dispute Resolution. BBB Auto Line uses arbitration. BBB Auto Line Arbitration. Informal process Consumer has the option to accept or reject decision

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ADR and Dealerships: The First Line of Defense

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  1. ADR and Dealerships: The First Line of Defense Dennis P. Ziemba, Esquire Eckert Seamans Cherin & Mellott, LLC

  2. Alternative Dispute Resolution • BBB Auto Line uses arbitration

  3. BBB Auto Line Arbitration • Informal process • Consumer has the option to accept or reject decision • Consumer and manufacturer present their evidence to neutral third party

  4. BBB Auto Line Arbitration • Consumer and manufacturer present their evidence to neutral third party • Testimony • “He said; she said” • Documents • Most important: repair history

  5. What are they being told? • Document your case • Obtain copies of warranty repair orders • Keep contemporaneous notes • Who you talk to, what is said, etc. • Your observations of vehicle’s performance • Put complaints in writing

  6. 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.

  7. What can dealers do to help? • What dealers do right does matter!

  8. What can dealers do to help? • What dealers do right does matter! • Keep in touch • Work with the manufacturer with problem customers • Advise the manufacturer of repeat repair issues

  9. What can dealers do to help? • What dealers do right does matter! • Keep in touch • Customer contact • Be courteous

  10. What can dealers do to help? • What dealers do right does matter! • Keep in touch • Customer contact • Be courteous • Watch the commentary

  11. What can dealers do to help? • What dealers do right does matter! • Keep in touch • Customer contact • Use the 3 “Cs”

  12. What can dealers do to help? • Use the 3 “Cs” • Concern • Listen to what customers are saying • Ask questions • Document it

  13. What can dealers do to help? • Use the 3 “Cs” • Concern • Cause • Use Standard Operating Procedures • Follow Service Manuals • Look for TSBs and campaigns • Use available resources (on-line services; field representatives, etc.) • Document it

  14. What can dealers do to help? • Use the 3 “Cs” • Concern • Cause • Correction • Avoid making same repairs twice by investigating prior repair history • Make repairs properly • Test to confirm repaired • Document it

  15. 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 up • Concern, cause, correction

  16. What can dealers do to help? • What dealers do right does matter! • Keep in touch • Customer contact • Documentation • Write it all up • Write it up right • Watch what dealers write

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