Section A – Warranty Policy Manual
A.7 WARRANTY PERFORMANCE MEASUREMENT
A.7.1 Warranty Counselling Process - Scope
The Warranty Counselling Process (WCP) uses a structured approach to address adverse Dealership warranty performance. The process is designed to identify the cause(s) of adverse performance and to implement necessary improvements to correct these concerns (For additional information, please refer to WARRANTY COUNSELLING PROCESS).
Guiding Principles
Dealers are responsible for all warranty obligations, adhering to the procedures detailed in the Warranty and Policy Manual to ensure correct processes and controls. Ford's warranty system operates on the principle of delegated dealer authority, requiring documentation for certain repairs. To facilitate claims processing and product improvement, Ford may request returned parts and pre-repair approval (as per current Prior Approval rules) for some repairs. Maintaining thorough documentation as specified in the manual and necessary for audits is crucial for demonstrating the necessity and satisfactory completion of all warranty work, according to the latest Ford procedures. Specific warranty repair procedures are outlined in the Warranty and Policy Manual, including those for defects found during Pre-Delivery Inspection.
Warranty Claims Submission
The dealer is responsible for submitting claims immediately AFTER COMPLETION of REPAIRS and for maintaining documents that support these claims, refer to the section Record Retention. Please be informed that all claims should be submitted based on the claim submission time limits as stipulated in the Warranty and Policy Manual.