Posted by u/callback_frustration
How should I handle warranty callbacks?
Answered by Ask a Shop Owner ·
Getting more callbacks than I like. Some are on us, some are the customer. Losing money either way.
u/askashopowner Owner-operator advisor
Top answer
Track them. Every callback, log the tech, the job, the part, the cause, and the hours. In 60 days you will see the pattern. Usually one tech, one type of job, one supplier.
Fix the root cause: retrain the tech, drop the supplier, or add a step to the SOP. Callbacks are almost never random, they are systemic.
On the customer-caused ones: bill them. Politely, with photos. Here is what we found today. This is outside the warranty because of X. Owners eat these calls out of guilt, and it teaches customers to keep calling.
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