Section A – Warranty Policy Manual
A.1 DEALERSHIP ADMINISTRATION
A.1.1 Dealership Warranty Responsibilities - Key Requirements
Defect Present: There must be a defect in factory-supplied materials or workmanship to justify the repair of a vehicle for which warranty reimbursement is requested.
Diagnosis and Repair Procedures: Dealership Service Management is responsible for ensuring diagnosis and repairs comply with the most current published Ford Warranty and Policy and any relevant technical information.
Complete Repair Documentation: Technicians must record all test results and observations made during a repair on the shop copy of the Repair Order. Printable test results must be included in the service file. The shop copy of the Repair Order is the official record of the repair; other documents may provide support for the comments and findings recorded on the shop copy of the Repair Order. Appropriate commentary and time recording must be provided to support “MT” Actual Time (also known as Non-Scheduled Time (NST)) submissions.
Cost Effectiveness: Ford Motor Company will reimburse a dealer for the most cost-effective repair alternative using Ford-approved repair techniques and Ford branded or approved parts unless otherwise instructed by Ford e.g., Technical Service Bulletin (TSB), Field Service Action (FSA), etc.
Professional Standard of Work: Dealership Service Management is responsible for ensuring that repairs comply with the technical certification requirements as stated in the Warranty and Policy Manual and Dealer Sales and Service Agreement. The Dealership Service Management must ensure that work is dispatched to technicians capable of performing the repair. Ford will pay only once for the correction of a defect covered under warranty unless Ford service parts used in the repair are defective or new technical information becomes available.
Complete and Accurate Disclosure of Repair Information: All pertinent facts regarding a repair or related repair (i.e., maintenance, condition of the vehicle, observations, test results, previous repair attempts, etc.) are disclosed completely and accurately in the claim information. This information must be shared completely and accurately in any communications with the Technical Assistance Center, Warranty Claims or Warranty Adjudications team, and any other personnel representing Ford Motor Company. Vehicle mileage can be verified by vehicle diagnostic equipment e.g., Integrated Diagnostic System (IDS) / Ford Diagnostic & Repair System (FDRS).
NOTE: For details regarding Dealership Administration please refer to DEALERSHIP ADMINISTRATION.