SECTION 1 – DEALERSHIP ADMINISTRATION
1.2 WARRANTY RECORD REQUIREMENTS
1.2.9 Delay in Submitting Repair (Parts Not Available)
1.2.9.1 Supporting Documentation
Retain all documents showing:
- The date and mileage when the vehicle was originally presented for diagnosis/repair.
- The date parts were ordered.
- The parts status at the time originally ordered (e.g., back ordered).
- The date the parts were received.
- The date and mileage when repairs were completed.
- Parts VOR number.
1.2.9.2 Claim Submission Procedures
Claims are eligible for submission when repairs have been completed. Submit a claim involving special order parts as one repair at the time the part was installed and the repair was completed. Diagnostic labour is not eligible for submission until the part has been installed and the repair completed.
Under no circumstances should a drivable vehicle be held by the dealership while waiting for a special-order part. Drivable vehicles are to be returned to the customer and the “date/mileage in” and “date/mileage out” fields accurately completed on the warranty Repair Order form. Additionally, the Repair Order form should contain a written statement that the vehicle is drivable and was returned to the customer while waiting for the parts to arrive.
Some dealerships may choose to keep a log for delayed repairs. Warranty claims are prepared later when repairs are completed. Log information, claim preparation, and document support must follow all guidelines.
When submitting the claim:
- Use the same repair open date and mileage as the original repair visit where the parts were ordered, and
- Enter the following statement in the Description of Concern area of the claim: “Repair submission delay due to (use one) part not available (or) part back ordered. Repair completed on (date) at (mileage).”